Student Charter
ICT Customer Services

ICT Customer Services

ICT Customer Services offers teaching and learning support to staff and students through the services it delivers. These include the provision of ICT and media facilities and services, development of the student desktop environment, and a University-wide IT Service Desk team. For students with extra demands (such as students with disabilities), we work closely with the relevant University department to obtain an appropriate level of service. Our division is organised as three sections; a central Service Desk, a Services Improvement Team and four campus-based ICT service teams.

What you can expect from ICT services:

• A media technology, network and server infrastructure to support teaching and learning within the University
   

• Your personal University email address and access to a range of standard software applications, the internet, and printing facilities from all our corporate PCs.
   

• Staff on our Service Desk will be available during normal working hours to provide help, information and advice. We will also maintain a wide range of online training materials on our website, covering many of the common desktop applications.

What we expect of you:

• Adherence to the University of Ulster’s Acceptable Use Policy.
   

• Observance of ISD’s general policies relating to ICT matters.
   

• Compliance with the University’s policies and procedures.
   

• Appropriate use of your student email account. This will be the primary method of contacting you and should be checked regularly.

We measure our performance against many standards including:

• A University IT account and email address within 5 working days of completing the enrolment process.
   

• Networked and server services: 99.5% availability.
   

• 95% availability of functional desktops, delivering software profile in each laboratory, provided the disruption is not due to a hardware fault.
   

• Service Desk staff available at least 95% of working day.

Our latest performance in these standards and more can be found here.

A full guide to our services is published in “Guide to ICT Services” and on the internet at:

http://www.ulster.ac.uk/isd/itus