Library Digital Support
If you have any IT problems, please log a ticket on the IT Support Portal.
- Log a ticket online
- Phone x65544
Which form to use
The IT Support Portal guide (PDF) explains the best form for your needs and shows the forms that come direct to the Library Digital Support team queue.
The Library Digital Support team supports laptops and PCs, docking stations, entry turnstiles, book sorter, RFID, self-service machines, room bookings, software installation, laptop loan lockers, and AV in meeting rooms and group spaces. There are also a number of loanable IT items for staff: laptops, webcams, speakers, microphones and mini-projector.
- Request help: Put a ticket in the Support Portal under Service Request using the form Library audio visual and meeting room equipment in advance of your meeting. This will ensure you can use the equipment you want, book in support, or just discuss your options.
- Test out the kit in advance of the meeting: It may be trial and error to get the right kit for your meeting so it can be worth booking a time to set up and test.
Hybrid working equipment
To support hybrid working, staff may request the purchasing of small items of equipment e.g. keyboards, mice, headsets and similar.
- Raise ticket FAO Digital Support team (advice above)
- If Digital Support have the item(s) in stock then we will arrange with staff members to collect them from campus.
- If not in stock, we will try to order them and arrange with the staff member to collect the item from campus.
To request non-IT Equipment, e.g. footrests, an email from your line manager should go to email@example.com, with the subject ‘Small items for working from home’. Other items of digital equipment required to support remote or hybrid working may be considered but will be on a case-by-case basis and will follow the same approval and request process. Any Library expenditure will come from existing budgets. Home deliveries should be avoided unless there is a special case and further assistance via Finance may be required.
IT equipment and software
All requests and purchases of IT equipment and software must be essential to your work and will be subject to approval.
There are two levels of IT equipment provision:
- Either, a standard managed desktop PC, single monitor, mouse and keyboard. Staff will also have access to a laptop loan service via the staff laptop loan locker.
- Or, a standard managed laptop, docking station, single monitor, mouse and keyboard. Or, access to a desktop PC when needed (for staff who don’t use a computer as part of their work but need access to email for example).
- A non-standard desktop PC
- A non-standard laptop
- A laptop in addition to a desktop PC
- A tablet device
- A mobile phone. See below for how to request mobile phones
- The provision of multiple devices for use by a team
- Other specialist or additional IT equipment - eg. Digital signs, lockers, cameras
To request the purchase of items staff should first discuss with their line manager and then submit a ticket detailing the business case. The ticket will be reviewed and approved by the Digital Support budget holder.
Individual mobile phones will be provided for those members of Library staff who meet one (or more) of the following criteria.
- Staff who have duties that require them to spend a considerable time away from the office
- Staff for whom it is necessary to make a significant number of calls off-site
- Staff who are required to be contactable when off-site/outside normal hours of work
- Staff who are on call after normal business hours
To request a mobile phone please discuss with your line manager in the first instance. Your line manager can submit a business case via the IT Support Portal.
- If you require software which is not available on the staff desktop or Software Center you can request additional software on the IT Support Portal.
- If the software you request is of a specialist nature, a business case may be required to enable the purchase. If the University has an alternative software package then you will be encouraged to use it in the first instance.