Connect: Getting IT Support
This guide will help to ensure your ticket gets to the right place in the IT Support Portal (Connect).
1. Issues and ordering staff laptops, software etc.
For most items use the form Library equipment then drop-down Specialist Library Equipment (this is a workaround term)
Use this form for:
- Laptop issues (frozen, slow, screen broken, inputs don't work, won't charge, won't come on etc.)
- PC issues
- Order a new laptop for a new starter
- Order IT equipment (mice, keyboard, headphones, webcam, dock, iPad, charger)
- Software (not working or need to order new)
- Remote access setting up for on campus PC
- Machine asking for BitLocker
2. Library machines: Book sorter, day pass kiosks, Sentry gates etc.
Use Library equipment form and then choose the relevant machine in the drop-down list.
3. Meeting rooms and digital signs
For issues with the AV in Library meeting rooms or book AV assistance, and any issues with digital signs use the form Library Audio Visual & Meeting Rooms.
4. Returning IT equipment
Please do not use Return IT Equipment or Reconnect IT Equipment form. Return items to Red 2.2 or contact the team direct.
5. Email, OneDrive, shared areas and other M365 items
Use the form Something Not Working? > Communications & Collaboration
Shared Mailbox and shared Area requests are now done by the owners in the UMAMI portal. See more on the self-help page.
6. Printers
Use the form Something Not Working? > Hardware > Xerox Managed Printers
7. Digital Services (Alma, Leganto, Figshare, eScholar etc.)
Use Something Not Working? > Library
Then choose the application when it asks "What does your incident relate to? "
Or use the access forms: Alma, EMu or LUNA or Preservica.
8. Library website or Intranet
Web content request – for changes to the Library intranet and website.
Tips:
- You can favourite a form by selecting the heart on the top right of a form and these then appear in My requests for future use.
- If you can't find the correct form then you can search in Connect or phone x65544.