As we’re now heading into the Michaelmas term, the IT team have seen a marked increase in calls and requests through to our helpdesk. In order to try and manage these requests and prioritise tickets please follow the guidance below.
Contacting the IT Helpdesk
When contacting the IT helpdesk please ensure you send a direct email to email@example.com as this ensures your request will be received and processed by the first line team in MSD.
Please also remember not to include other colleagues email addresses as when people respond to these emails via ‘Reply All’ we get multiple tickets logged in the helpdesk which slows down our ability to respond to you.
When replying to a ticket, or chasing progress, please ensure you reply using the latest email you received regarding your request. This ensures that the ticket number is present in the Subject line and makes sure your ticket is correctly updated. Please try to avoid sending a new email to the helpdesk to chase up a current request as this also generates a new ticket which we have to manage separately.
Mailbox access changes
If you are a mailbox owner you can request additional users to be added to your mailboxes by completing the form available on the central IT system.
If you need access to a mailbox please try to contact the mailbox owner if you know who this is. If you’re not sure then please send a request to the PHC IT team via the helpdesk (see above).
Additions and changes to shared drive access
If you need to request the addition of staff to the various shared drives please ensure you use the correct form. For adding or removing access please use SOP_MSDIT_005_doc01 and send this to the helpdesk as above.
If you need a new folder creating please use SOP_MSDIT_005_doc6 and send the completed form to the MSD helpdesk as above.
For more information about the shared drive service please see the main MSD pages for the shared storage service.
MSD VPN Service
There has been a recent change with the MSD VPN service. Please make sure you update your connection to use the new address as follows: vpn.medsci.ox.ac.uk
The following resource and guides are available to support you with your home working requirements
GENERAL GUIDES FOR WORKING FROM HOME
USING YOUR WORK PHONE
USING YOUR PC
Using your own PC or Mac
To work from home using your own device, please install Sophos Anti-Virus and the VPN Client, which can be downloaded here. Please also ensure all the latest Windows Updates are installed.
IT Services provide a full range of services including help and advice, training, networks and infrastructure. They will help you get started, manage your accounts and access Nexus.
The department is now offering a follow_me queue service across all our buildings. By printing to the PCHS_Xerox_FollowMe queue you are then able to collect your printout at any of the Xerox machines throughout the department.
For more information see the following help sheets
Audio visual equipment
The meeting rooms in Eagle House and Gibson have been upgraded with new 4K screens and local PC's in each room. These local PC's allow you to log onto the network to access files and use internet based conferencing services such as Zoom and MS Teams.
The following help sheets are available