Information Services

IT Service Desk

** Status of Key Services **

The IT Service Desk (previously Helpdesk) is the central point of contact for staff and students seeking help, advice and support for all IT related services.  Calls are logged against your staff or student number so please have this available when requesting assistance.  A call reference number will be supplied and should be quoted when requesting call status updates.

Contact Us

Call us: On (028) 9097 3760 from 9:00 am to 5:00 pm Monday to Friday.  An answerphone service is available outside these hours
Email:  

advisory@qub.ac.uk.  Staff and students must use their QUB email address

Online: Request IT Support to log, update and check the progress of calls
Drop-in:         The IT Service Desk is located on the ground floor of the McClay Library.   During opening hours Computer Assistants are available to advise users
School IT Support:              Please contact your Computer Officer in the first instance

 ‌Opening Times

Exceptions:  Staff Meetings are normally held between 2:00 pm and 3:00 pm on the last Wednesday of each month, when staff cover on the IT Service Desk will be greatly reduced.  

Remote Support: The IT Service Desk can connect to your PC remotely to troubleshoot computer problems. To avail of this service you need to click on the TeamViewer Quick Support icon below to run the program.

 IT Quick Support

Accept the disclaimer and give Your ID and Password, displayed in the TeamViewer window, to the Technician when requested.  Please note: Each use generates a new password and no-one will have access to your PC without your permission.

New Computer setup and configuration 

To avail of this service please complete a QF22 Registration Formlogin with your usual credentials and select Apply beside QF22. 

Email accounts

New members of staff are provided automatically with an email account. For additional staff their line manager needs to complete and sign the form: QF01 Email Registration 
To access the email account of staff during absense then please complete a QF02 Staff Email Access‌ form.

Mobile Devices

To connect to WiFi or setup your QUB Email on your mobile device, please refer to the Self-Help section on the tabs above.  If you have any difficulties you may bring your device to the IT Service Desk in the McClay Library.

Technical Support for Staff and Students

The IT Service Desk team are available to support all your everyday IT related queries. Contact us by phone, email, online or 'drop in' to the IT Service Desk in the McClay library. Your School may have a Computer Officer, in which case, you may need to consult with that person, first (list of School Computer Officers).

Storage and Backup

All staff and students have access to and are required to use the secure centrally administered filestore (Q: drive) to store QUB work. This is backed up daily and offers a number of advantages.  Consult Storage and Backup for further details.

IT Accessibility

Assistive technology is available in the SCAs.  If you have any difficulties accessing any of our services due to a disability, please contact Disability Services on 028 9097 2727 or by email disability.office@qub.ac.uk  Information Services will liaise with Disability Services, if necessary, to endeavour to resolve your query.

Large Scale Printing

A large format (up to A0) colour printing service is available for staff and students. Requests should be emailed to posters@qub.ac.uk with details of size required. A training course entitled Creating Poster Presentation is available for staff.

 
SoftwareStaffStudents

Microsoft

Campus use - contact the IT Service Desk
Home/Laptop use - QUB onthehub

Office 365 is free - or see Other software for students for Windows/Office
 Microsoft
(Project, Visual Studio and Visio)
Single user license - email M.Neill See Software for Students for educational discounts
 SPSS Contact the IT Service Desk Contact the IT Service Desk
 Symantec Campus/Home use - Contact the IT Service Desk Unavailable - Free Anti Virus available online (e.g. AVG, Avira or
Microsoft Security Essentials)
 Adobe Pro

Available through P2P. Choose Science Warehouse supplier then Go Shopping and select Softcat.
Download Adobe Acrobat DC - full download. 

See Software for Students for educational discounts
 Snagit License required - see TechSmith License required - see TechSmith
Nag, Open Text Exceed, QSR Nvivo and
Al SAS (2 x dept and 1 x research startup licences)
Site licenses available under CHEST Agreement.
See EduServ for details
Check if School has a license
 Matlab Download instructions from QOL, under Research PGR students only - Download instructions from QOL,
under Research
 ArcGis Email v.prunell for details Email v.prunell for details

Queens Online‌  

QOL is the secure and managed Virtual Learning Environment for staff and students to access online resources and services using normal credentials e.g. ads\1234567 and password.  Common problems to check for before contacting the IT Service Desk or emailing the Queens Online team.

      1. Unable to log on:   Check username is in the form ads\1234567 and check password is correct (case sensitive)
      2. Unable to access services/modules:  On Windows use Internet Explorer or Firefox and on MACs use Google Chrome

 ‌QFIS

QFIS is the university financial system and can be accessed through Queens Online by staff with permission to do so. All queries should be directed to QFIS Support.

QSIS

QSIS is the Student Information System and can be accessed through Queens Online by staff and students.  Queries should be directed to QSIS Support

Citrix Logo

 

Citrix is the remote portal for staff and students to access QUB resources while off campus.  It requires Citrix Receiver software to be installed on the remote computer and full instructions can be found at Remote Working.  All queries should be directed to the IT Service Desk

CMS t4

 

t4  is the University's Content Management System (CMS) that allows Schools/Directorates to easily develop and maintain their websites in a consistent way and in line with University guidelines.  Staff only may register for an account/login at the CMS site.  All queries should be directed to the CMS team.

Last Updated: September 2016