Documentation Template€¦  · Web viewFile Sharing Service 20. BITS File Sharing Service 20. UWA File Sharing Service (CloudStorage) 20. Quick Guide 22. ACADEMIC 22. Computer Laboratory

BUSINESS SCHOOLI.T SERVICES

NEW STAFFIT GUIDE

Version Date Change details1.0 14 May 2008 Drafted and first edition1.1 24 Nov 2008 Updated services, forms and instructions, remove B2B,

update VPN instructions1.1b 12 June 09 Updated services, re-add B2B,1.1c 20 Oct 2009 Updated services1.2 21 January

2010Updated services and URLs

1.3A 12 March 2010 Separate Appendices/Tutorials, remove irrelevant Outlook tutorials

1.4A 20 October 2010

Updated URLs, remove forwarding, modify email content to ECS, password protect, streamlined back into 1 document

1.5 03 February 2012

Updated staff account provisioning

1.6 02 May 2013 Updated SLA Timers1.7 22 May 2013 Added Exclusion for Law School services

Table of Contents

INTRODUCTION..................................................................................................................................................1

WELCOME.........................................................................................................................................................2BITS TEAM MEMBERS........................................................................................................................................2FAULT LODGING PROCESS...................................................................................................................................2

Normal – By Logging on to IT Service Desk..................................................................................................3Normal – By Lodging a Web Ticket................................................................................................................3High Urgency# - By Telephone......................................................................................................................3

HELPDESK............................................................................................................................................................4

QUICK GUIDES FOR...........................................................................................................................................5

ADMINISTRATION STAFF................................................................................................................................5

GENERAL I.T ACCOUNTS INFORMATION.............................................................................................................6NON-SPONSORED I.T GUEST ACCOUNT..................................................................................................7SPONSORED I.T GUEST ACCOUNT...........................................................................................................7

REQUESTING LAPTOP/DESKTOP COMPUTERS.......................................................................................................8SOFTWARE LICENSES REQUEST...........................................................................................................................8ACCESS TO OTHER UWA SERVICES....................................................................................................................9

Procedure:....................................................................................................................................................10ACCESS TO SHARED FOLDERS............................................................................................................................11

Procedure:....................................................................................................................................................15Sharepoint Address:......................................................................................................................................15

QUICK GUIDES..................................................................................................................................................16

GENERAL............................................................................................................................................................16

FILE BACKUP.....................................................................................................................................................17Verify if MyDocuments* is synchronised on the server................................................................................17Check if your offline files had been synchronized........................................................................................17MAC user......................................................................................................................................................17

NETWORK PRINTERS..........................................................................................................................................18Adding a network printer..............................................................................................................................18Set a default printer......................................................................................................................................18

REMOTE ACCESS SERVICE.................................................................................................................................19VPN (Virtual Private Network)....................................................................................................................19RDC (Remote Desktop Control)...................................................................................................................19

FILE SHARING SERVICE.....................................................................................................................................20BITS File Sharing Service............................................................................................................................20UWA File Sharing Service (CloudStorage)..................................................................................................20

QUICK GUIDE....................................................................................................................................................22

ACADEMIC.........................................................................................................................................................22

COMPUTER LABORATORY BOOKING..................................................................................................................23ONLINE SURVEY SERVICE..................................................................................................................................23

UWA Business School Survey.......................................................................................................................23UWA Qualtrics..............................................................................................................................................23

SKYPE.................................................................................................................................................................24Finding/adding contacts...............................................................................................................................24Making Call..................................................................................................................................................24

TIPS AND TRICKS.............................................................................................................................................25

ALWAYS CREATE BACKUP COPY OF WORD DOCUMENT....................................................................................26Restoring auto backed-up Word document...................................................................................................26

PROBLEM PRINTING PDF DOCUMENT?..............................................................................................................27JUNK/SPAM EMAILS..........................................................................................................................................27

OUTLOOK...........................................................................................................................................................28Computer not responding..................................................................................................................................28

INTRODUCTION

WELCOME

Welcome to the first edition of Business I.T Services Guide for the business school staff. The objective of this guide is to provide information about BITS and its relevant services for staff member.

BITS Team Members

BITS team members consist of the following friendly I.T Professionals:

NAME POSITION

Tim Villa I.T Manager

Janelle Wood Windows Network Administrator

Mark Secker Lab Manager (CSO)

Amanda Godecke

Computer Support Officer (CSO)

Jenny Yeap IT Support Officer (CSO)

Frank Hauptle IT Support Officer (CSO)

Peter Tambayong IT Support Officer (CSO)

Kirstein Fentiman IT Support Officer (CSO)

Fault Lodging Process

The fault lodging process was designed to ensure that BITS can operate efficiently and provide highest service quality. Each BITS officer has different responsibility to service the Business School. All queries must

be directed to Helpdesk as the first point of contact (See Figure 1) and helpdesk will attempt to respond to your query within the recommended UWA Service Level Agreement (See Table 1) * of the lodgment of the fault.

You can lodge the fault to Helpdesk in the following 3 methods:

Normal – By Logging on to IT Service Desk1) Logon to http://www.itservicedesk.uwa.edu.au with your staff ID and

Pheme password2) Once logged in, click Create New to lodge a new request3) Type in your name in the Caller/Affected user field4) Type in your request in the Comment field5) Click Submit (OK)6) The request will then be allocated to one of the CSOs

Normal – By Lodging a Web Ticket1) I.T help may be requested via

http://www.business.uwa.edu.au/staffnet/it/help_ticket2) Helpdesk will call the user back to try to resolve on the phone3) If unresolved, a ticket will be lodged and will be escalated to the

CSOs

High Urgency# - By Telephone1) Contact the helpdesk on ext. 7888.2) Helpdesk will try to resolve the issue on the first call3) If unresolved, a ticket will be lodged and will be escalated to the

CSOs

* Please note that respond time is the amount of time for BITS to acknowledge the fault had been entered on our ticketing system. The resolution time will vary depending on the urgency of the incidents/request and the availability of the CSOs. Helpdesk tickets lodged by email will be monitored at by several CSOs.

# High urgency refers to IT matters that affect all staff or that may result in a negative impact on the Business School.

Priority /Response

Critical High Medium Low

Personalised 30 minutes 4 hours 4 hours 4 hoursClient Update Every 4 hours Every 8 hours Every 4 working

daysEvery 8 working

days

Target Resolution

12 hours 2 working days

4 working days 10 working days

Table 1 – SLA Timers (Source: Wed 8/02/2012 11:24 AM)

Figure 1 – Helpdesk Response Procedure

Helpdesk

The main role of helpdesk is to provide 1st/2nd level support over the phone. As the first point of contact, helpdesk will attempt to resolve most query over the phone. If unresolved, a ticket will be generated and escalated to the 2nd/3rd level support that will be dealt by the CSOs or the network administrators.

Location (Post): Business School Building, M441 Ground Floor, G79

Phone (Extension): +618 6488 (7888)

Opening Hours:

Monday to Friday8:30am to 6:30pm

Email: [email protected]

BITS site: http://www.business.uwa.edu.au/staffnet/it

Network Issue

Tim/Simon/Janelle

Account Issue

Tim/Simon/Janelle

Hard/software

CSOs

Lab IssueMark

User

Helpdesk

SLA Timers

1st Call tresoluResolution

IT PoliciesIT Manager

IT Service Desk:

http://www.business.uwa.edu.au/staffnet/it/help_ticket

QUICK GUIDES FORADMINISTRATION STAFF

General I.T Accounts InformationStaff Sponsored

VisitorVisitor PHD

Tenure: Full Time

Part Time

>= 4 weeks < 4 weeks Length of course

Access: Network/Internet/Print Access Internet Only

Network/Internet/Print Access

Email Format: F [email protected] n.a Student Email

Accounts required: PHEME/BIZ UnifiGuest PHEME/BIZ

Note: It’s up to HR how long it takes to create the account. Please allow at least 2 working days from submission of application.

Full-Time/Part-Time/Sponsored Visitor will have both PHEME and BIZ I.T accountsPHD will have student PHEME and BIT I.T accounts. Please use their student number as the Person ID

1) Authorised administrative staff provisions new BIZ staff account using the following link: http://www.business.uwa.edu.au/staffnet/it/activation.

2) Authorised administrative staff activates the Building access using the following link: http://www.business.uwa.edu.au/staffnet/it/activate_campus_card

3) New staff member activates the PHEME account at http://pheme.uwa.edu.au

4) New staff member must activate and BIZ IT account using the following link:http://moolah.biz.uwa.edu.au/cgi-bin/activate-staff-account.pl

Authorised administrative staff requests guest I.T accounts using one of the following options:

NON-SPONSORED I.T GUEST ACCOUNT

Duration 4 weeks or lessHardware

Personally supplied laptop

Access Only to Wireless Internet Connection

1) Logon to https://uwa.service-now.com/

2) Select Service Catalog from the left navigation

3) Select Unifi Guest Single User Account OR Unifi Guest Conference Accounts (Bulk)

4) When requesting, please include the following information: First name: Last name: Start Date: End Date: Email address: Mobile Number: Company:

Note: Details of the account will be sent directly to the user via SMS and email. Therefore a Mobile Phone Number is required.

SPONSORED I.T GUEST ACCOUNT

Duration 4 weeks or longerHardware

Business School laptop/desktop or personally supplied laptop

Access Wireless Internet Connection, Business School desktop, laptops and resources

1) Fill in the form found on HR sitehttp://www.hr.uwa.edu.au/__data/assets/pdf_file/0006/2172606/Commencement_of_Non-university_Staff.pdf

2) Team managers signs off (Maximum expiry normally 12 months or HR may knock back if it's longer than 12 months)

3) Send it to HR and the team manager or administrative officer will receive confirmation from HR and IS

4) Visitor activate Pheme account http://www.pheme.uwa.edu.au

5) Team Manager or Administrative Officer provisions new staff account

Requesting Laptop/Desktop computers

Team manager is responsible for requesting new or replacement PC for their team members. The hardware/software request procedure is as the following:

1) Team manager send an email to Helpdesk to advise the estimated arrival of the new staff member, their location (office or pod) and the computer type (PC or Laptop) they'll need

2) IT manager will allocate PC/Laptop if available otherwise an order will be placed

3) BITS configure PC/Laptop and updates asset register to show the computer is being redeployed from the pool to the location/person

4) CSO deploys the computer (host name, profile and configure email)

5) IT Manager orders a replacement of that model for the pool (liaise with Finance team for purchase order numbers)

Software Licenses Request

Staff members may request for software licensed to Business School using the following link:

http://www.business.uwa.edu.au/staffnet/it/licensing

Request can be made for: New installation/Software upgrade License renewal

For other software licensing, please see Software Information (http://cgi.biz.uwa.edu.au/cgi-bin/sw-info.cgi). Any non-standard software request must be approved by the IT manager. Please send an email to Helpdesk requesting the non-standard software.

Access to other UWA Services

To access TRIM/Financial Advisor, users need to apply for the accounts before contacting Helpdesk. Please contact the following:

AdvisorWebsite: www.finserv.uwa.edu.au Email: [email protected] Contact: 8777 (Client Services)Application: http://www.finserv.uwa.edu.au/?a=2226245 Prerequisites:

Pheme account, Citrix

Entity/Function:

Financial Services/ Financial budgeting system

Alesco (www.hr.uwa.edu.au)Website: http://www.hr.uwa.edu.au/working/applications/alesco Email: [email protected] Contact: 7891Application: http://www.hr.uwa.edu.au/__data/assets/pdf_file/0008/2211497/

Alesco_Access_Form.pdf Prerequisites:

Must be endorsed by Head or Department or Executive Dean, Citrix

Entity/Function:

Human Resource Services/ Payroll system

AskUWAWebsite: http://www.ask.uwa.edu.au/ Email: http://www.ask.uwa.edu.au/app/ask Contact: n.aApplication: n.aPrerequisites:

Pheme account

Entity/Function:

Student Services

Callista Website: www.callistasupport.uwa.edu.au Email: [email protected] Contact: 4777Application: http://www.simssupport.uwa.edu.au/apply Prerequisites:

UWA Staff Number, Pheme account, Jinitiator

Entity/Function:

SIMS/ Student information management system

ESS (Employee Self Service)Website: www.hr.uwa.edu.au/hr/user_support/applications2/web_self_service Email: [email protected]: 7896 (HRS Help)Application: n.aPrerequisites:

Any UWA employee will registered automatically

Entity/Function:

Human Resource Services/ Employee Self Service System

LMS (Learning Management System)Website: http://www.lms.uwa.edu.au Email: [email protected]: 8190 (LMS staff support)Application: http://www.timetable.uwa.edu.au/Help/

timetable_olcr_quickstart_guide.pdf Prerequisites:

Follow instructions on http://www.lms.uwa.edu.au

Entity/Function:

LMS/ Online Learning

PeopleSoftWebsite: www.archives.uwa.edu.au Email: [email protected] Contact: 8777 (Client Services)Application: http://www.finserv.uwa.edu.au/manual/?a=2268840 Prerequisites:

Pheme account, Citrix

Entity/Function:

Financial Services/ Financial account payable

TRIMWebsite: www.archives.uwa.edu.au Email: [email protected] Contact: 3023Application: www.archives.uwa.edu.au/__data/page/84845/

Request_for_Access_to_TRIM_form.pdf Prerequisites:

Pheme account, Citrix

Entity/Function:

Archives and Records Management Services/Electronic document management system

UWA TimetableWebsite: http://www.timetable.uwa.edu.au/ Email: [email protected]: 7942/7940/8731 (Timetable Help)Application: n.aPrerequisites:

n.a

Entity/Function:

UWA Admin/ Venue Timetable

User must have a Pheme account to use Citrix system to access all of the services except RightNow (AskUWA).

Website: http://citrix.admin.uwa.edu.au

Procedure:1. Apply for TRIM/Callista/Alesco/Peoplesoft or Advisor account (See

contacts above)2. Send an email to Helpdesk to request for PC configuration for Citrix

Access to Shared folders (For Business School use only)

Please refer to SharePoint for most up to date. Shared folders can only be requested by an authorized staff as listed below:

SUB FOLDERS USERSAuthorised to approve access change requests

HY Izan K RappaK Rappa L StupartL Stupart Y-K LowY-K LowT Villa

1.1 Deputy Dean Ops DDO DDOL Brown L Brown

1.2 Faculty L Gorey L GoreyM Harvey P LloydK FrostP LloydIzan

1.3 Strategy P Dolan K RappaIzanK RappaT Pantlin

1.4 OoD Rhonda Flottmann Rhonda FlottmannQ Ly Q LyCJ WongX JeffcoteB TidyB PartridgeB DoranL QiuV Chia

1.5 Marketing Rhonda Flottmann Rhonda FlottmannCJ WongQ LyX JeffcoteM RobertsB PartridgeV ChiaB DoranL QiuB Tidy

1.6 BITS J Wood

M SeckerA GodeckeF HauptleT VillaJ Yeap

1.7 Reception M Harvey M HarveyK Oakley K Oakley

1.8 Finance Izan Y-K LowY-K Low K FrostK FrostN AmenabarP JohnsonR Fidge

1.9Research Project Management K Rappa Y-K Low

P Robertson L StupartY-K LowL StupartM WoodK FrostD FiggV KaragiannisR OliverH ReidyT TaylorN AmenabarJ HuJ DubbiniM HanM EvettsB DagnallL Brazzale

1.1 Reconciliations H Reidy Y-K LowV Karagiannis K FrostT TaylorD FiggR OliverP AdamsL BrownJ HuS PollockK FrostN AmenabarR FidgeJ DubbiniD Soetjipto

H LeM EvettsJ DouglasL BrazzaleSH WadeI BaneaS Pasan MayuM HanE StephanouR ArmstrongK NicholasK Oakley

1.11 Team Managers H Reidy L StupartV Karagiannis Y-K LowT TaylorD FiggP AdamsR OliverK FrostR LightG Shute on secondmentM Wood

1.12 Team 1 D Figg D FiggJ Hu J HuI Banea I BaneaA KellyA WiecheckiH LeK Muriopulos

1.13 Team 2 V Karagiannis V KaragiannisJ Dubbini J DubbiniD Soetjipto D SoetjiptoL GoncalvesY MannersC Sandi OssioK Muriopulos

1.14 Team 3 T Taylor T TaylorL Brazzale SH WadeSH WadeS PollockS ThomsJ DouglasE KurejsepiK Muriopulos

1.15 Team 4 H Reidy H ReidyM Evetts M Evetts

B DagnallS Pasan MayuJ DouglasK Muriopulos

1.16 Research Office P Robertson R OliverR Oliver M HanM HanA NicolE StephanouA HearmanM WoodK Muriopulos

1.17 CSI P Flatau H ReidyH Reidy B DagnallB DagnallE DouglasJ DouglasA BauskisM EvettsS MayuR Brand

1.18 UG Student Centre P Lloyd P LloydM Sutherland M HarveyM HarveyT TrevaskisB SykesD DieuK OakleyS Dunning

1.19 PG Centre P Crompton P AdamsM Roberts R ArmstrongM SutherlandP AdamsG Shute on secondmentT HillR LightR ArmstrongD Ong on maternity leaveG RobertsK NicholasJ GurbanskiM JuritzenG NguiM Rajkovic

1.23 Supported Teams L Brown L BrownC Richard

Procedure:

1) Requester *1 consults the SHARED FOLDER SCHEMA_PERMISSIONS document on Sharepoint

2) Requester sends request details to the content owner *2, including expiry date (if applicable)

3) Content owner approves the change by forwarding the request to Help Desk

4) Help Desk assigns Caller status to the content owner, and Affected User status to the person who requires access (all subsequent updates in the ticket will then be sent to both parties)

5) BITS applies the update to the permissions, and provisions the individual requiring access with the appropriate shortcuts

6) Delete the following as action is covered by noting expiry date in initial help request (ref item c). BITS to log and follow-up. Content owner requests permissions to be restored in a separate ticket once access is no longer required, for auditing purposes.

*1 the requester is the person making the request, generally a TM*2 the content owner is listed as “Authorised to request change” in the schema

Sharepoint Address:

URL: http://sharepoint.biz.uwa.edu.au/sites/bizprofessional

QUICK GUIDESGENERAL

File Backup

All staff member SHOULD save their works in U: Drive or My Documents*. Any documents saved on the desktop will NOT be backed up.

Verify if MyDocuments* is synchronised on the server

1. Check that the content of your U: drive is the same as MyDocument*

2. If they differ, please call Helpdesk on ext 7888 to configure it correctly

Note: to directly access your personal network folders, type \\kip\homes\username

Check if your offline files had been synchronized

1. Check that all the files/folders in either the U: Drive or MyDocuments* has the blue arrows icon.

2. If it does not have the icon, it indicates the file was created offline and had not been uploaded to the server or vice versa.

3. Point your mouse cursor to the U:/ or MyDocuments*

4. Right click your mouse

5. Left click Synchronise

6. If you can are unsure, please call Helpdesk on ext 7888 to configure it correctly

MAC user

MAC users currently must user Time Machine and their personal external hard drive to back up their data. Please request a job to Helpdesk if your MAC requires backup configuration.

Network Printers

Adding a network printer

1. Open Windows Explorer

2. In the Address field, type \\Taka OR \\Guilder

3. The list of available printers will be shown

4. To add simply double click the printer name

5. If unsure, please contact Helpdesk

Set a default printer

1. Click Start -> Settings -> Printer and Faxes

2. Point to the preferred printer on your list

3. Right click your mouse

4. Left click Set as Default Printer

Remote Access Service

Remote access service simply allows staff members to remotely access UWA I.T resources such as remote controlling your Desktop PC or remote access the shared folders.

VPN (Virtual Private Network)

VPN (Virtual Private Network) allows a user of a network to remotely access another (UWA) network via the Internet.

VPN allow UWA staff with a University laptop to continue working remotely on the same laptop environment.

(Source: http://dingetje.homeip.net/howto/VPN/)

RDC (Remote Desktop Control)

RDC allows user to remotely control your UWA desktop computer and simulate the remote screen locally on your PC at home. This method is the easiest to use as all settings are kept on your desktop in the University office. This method requires 2 steps:

1) VPN (Virtual Private Network)2) RDC (Remote Desktop Control)

Note: RDC is best suited for staff using their personal desktop PC at home to access University resources. Laptop users can directly VPN to access University resources from their laptop.

File Sharing Service

This is service allows user to transfer file up to 150Mb directly to another staff member or share it with another user globally.

BITS File Sharing Service

For local sharing: http://bits-ticket.biz.uwa.edu.au/cgi-bin/upload.cgiFor public sharing: http://bits-ticket.biz.uwa.edu.au/cgi-bin/web_upload.cgi

1. Click to find and select the file you like to upload

2. Type in the recipient’s username (password for public sharing is required)

3. Click

4. The recipients will then receive an email advising them of the file waiting to be opened.

UWA File Sharing Service (CloudStorage)

URL: https://cloudstor.aarnet.edu.au/

Instructions: http://www.is.uwa.edu.au/it-help/staff-all/cloudstor

QUICK GUIDEACADEMIC

Computer Laboratory Booking (For Business School use only)

Computer lab can be booked by any staff with Timetables ([email protected]).

BITS support all the following labs:Room No Function Opening HoursG85 UG Teaching Lab

(Mitsubishi)Mon – Fri: 7am – 11pmWeekend: 8am – 6pmPublic Holidays: 8am – 6pmHonors student may apply for 24/7 access

G86 UG Teaching LabG87 Hon/UG Teaching Lab1.25 Postgraduate Resource

RoomCommon Room

General purpose Normal business hours

Online Survey Service

This survey service can be requested by academic staff to facilitate their unit or research works to run a worldwide survey.

UWA Business School Survey

System Owner:

Business School I.T

Contact Person:

Frank Hauptle/Peter Young

Contact No: 6488 7888URL: http://bits-ticket.biz.uwa.edu.au/limesurvey/admin/

admin.php

UWA Qualtrics

System Owner:

Institutional Research Unit (IRU)

Contact Person:

Delaney

Contact No: 6488 3971

URL: http://www.surveys.iru.uwa.edu.au/qualtrics

Skype

If you cannot find Skype in Windows program list, please email Helpdesk. Once installed, apply for an account http://skype.com/intl/en/ to login to Skype.

Finding/adding contacts

1. Click tab

2. Click

3. Enter the Skype username of full name

4. Click

5. Once listed in the box, select the Skype user you want to add

6. Click

Making Call

1. Select a user from the Contact list

2. The user is Online if you can see

3. Click

TIPS AND TRICKS

Always create backup copy of Word document

Note that all Microsoft Office programs have an auto-recovery function. This is an additional feature that you can have in case the auto recovery does not work.

1. Click File tab

2. Select

3. Select

4. Tick Always create backup copy

5. Click to complete

Restoring auto backed-up Word document

1. Click File -> Open

2. Select All files

3. Select the document that start with Backup of

yourdocumentname

4. Click

Problem printing PDF document?

Symptom: PDF documents can’t be printed

Note: Only use this method to print 10 or less pages document. Anything more than 10 pages may hold up the print queue for other users.

1. Click File -> Print

2. Click on the Print screen

3. On the Advanced Print Setup page, tick Print As Image

You can adjust the resolution: 150dpi – lower

quality 300dpi – standard 400dpi – better for

picture

2. Click

3. Click again to print

Junk/SPAM emails

Symptom: Often users received emails that may come from an illegitimate sender. Some emails may come with a rather threatening message. Don’t panic and if unsure, do NOT reply back. For Outlook option, please see Tutorial 2 – Quick Guide Outlook 2003.

General rule:1. Any legitimate organization (BITS or ITS) will never ask for

username and password over the email

2. If unsure who the sender is, DO NOT open any link or file attachment

3. Any offer too good to be true can also be an indication of SCAM emails

4. Move the suspicious email to the Junk/SPAM folder

Outlook

Symptom: Outlook not receiving emails or not responding. After shutting down Outlook, it cannot be reopened.

1. Hit Ctrl+Alt+Del buttons

2. Select

3. Select the Processes tab

4. Scroll down the list to find Outlook.exe

5. Highlight Outlook.exe

6. Select

7. Reopen Outlook

Note: Please see the Outlook Guide for more tips and tricks.

Computer not responding

Symptom: Your PC has frozen and you cannot shut it down.

1) Press and hold the Power button on the PC/laptop case for 5 or more seconds

2) Start PC again

3) If you see a black screen with Start up options, choose “The last known good configuration” or “Start Windows normally” or “Safe mode”

4) Restart the PC again if Step 3 is successful