The User Support Unit

Unit Guidelines

• SupportVisits - Tally for Support Office Visits
• SupportMeetings - User Support Meetings
  • VisitorAccountMeeting - Visitor Account Meeting
• FrontLineRota - Front Line Support Rota
• COSupportDeskRota - who is available and rota
• FrontLineSupport - Frontline and backup
• FrontLineResponsibilities - What we do and who does it
• TechsAndCSOs - Suggested responsibilities
• RTBestPractice - RT Best Practice
• TwitterBestPractice - Using infalerts
• ContactingISPeople - How to contact IS and other COs
• ToDoList - Our To Do List (not exhaustive)
• EncryptionHowTo - Encryption guidelines
• SwitchToSelfManaged - guidelines on how to switch a machine to being self-managed
• ChaperonedServerRoomAccess - guidelines on server room access
• BayesSupport - support for Bayes
• StolenKit - What to do when kit is reported as missing/stolen

Service Disruptions

• ServiceDisruptionFeb18 - service disruptions - 3rd Feb 2018
• NotifyUserDisruption - guidelines for contacting users during service disruptions.
• Forum14thApril2018 - Forum power-down

General Information

• Office365Moves - notes on moving to office365
• Holidays and Absences
• CurrentMDPMachines - Current MDP machines
• MachineLoans - record of machines on loan and when to be reclaimed
• PrinterSupplies - Record of toner stocks, etc.
• UpDownReports - A record of what we find when chasing the nightly SNMP trap reports.
• RecycleDisks - Proposals for recycling disks
• UniDeskTips - UniDesk tips
• LinksToWikiDice - Links in computing.help to wiki.inf or dice.inf
• FirewallHolesAndDetonator - Checking Detonator Scans and Dealing with Firewall Requests
• DetonatorUserReports - record of Detonator reports sent to end-users
• AdminAFSToDatastore - admin areas (project 369)
• Exam Dates
• Sl76USUnitUpgrade

Projects

• DiscussionForum
• AnnualFirewallReview
• SupportATDecant
• Sl7USUnitUpgrade
• MakingBestUseofCentralStorage
• ScanningRetentionofFinancialPaperwork
• SeparateBackupStreamForMHRdata
• DICEasaServiceonVRS
• Windows10Upgrade
• MovingAdminStaffoffAFS

Useful/Quick links

• mirror partitions
• disk space info
• AT room bookings

Procurement

• ProcurementRequests - How Procurement Requests should be made
• OrderingItems - How to order items
• ReceivingItems - How to receive items
• AddingItemstoInventory - Adding items to the inventory

Documentation

• Support for Supporters in Informatics - Please put any new support procedural documentation here.
• ii - the inventory system (tartarus) quick start guide , Tartarus manual
• EditDocPages - Guidelines for editing/adding pages to documentation site
• FirewallHoleReview - Firewall hole review procedure
• ComputingHelpServerNotes - notes on managing the user documentation server
• ExamProcedures
• Video Recording
• Informatics Latex Classes
• LatexSurvey2014
• Setting up users and machines on hadoop
• SynthSysServersMook
• SynthSysServersGengy
• SynthSysServersMascot
• UniDeskQandA
• ISSRT Retention Policy
• Discussion Forum Setup
• VirtualBoxWindows
• InventoryWhoHasKit - how to produce a list of kit allocated to a specific user
• Updating the content of the Forum touchscreens
  • also see Forum touchscreen content guide and Forum touchscreen content updater's guide
• DICE webkiosk - Forum touchscreens
• AppletonTowerAV

Disaster Simulation

• ServiceDisruption - User services
• ServiceDisruptionReport - US Unit Report
• NotifyUsersNotes - Updating Users during a Service Disruption - bullet points
• DisasterSimulation - Disaster Simulation Notes
• Disaster2016Notes - Disaster simulation 2016

For Review / Out of Date

• ATDecantSchedule - our plans for the next few weeks
• PowerDownNov - server details for power down on 6th November 2010
• MachineReInstalls - A table for recording machine problems requiring a re-install
• SupportAssistantTasks - Tasks for the support assistants to complete
• Top Ten Tips
• PrinterIssues - Printer problems
• StatisticsForRt - New format
• NFSToAFSGroupAreaMoveUserInfo
• AvSetupNotes - Notes on AV setup
• UsKit11
• InvQueryIssues - Shows invquery oddities
• Setting up Freenx
• UserSupportUnitServerUpgrade - SL6.4 upgrade progress
• UserSupportUnitServerUpgradeSL66 - SL6.6 upgrade progress
• Windows7Installs - Record of machine upgrades.
• FixDocPages - Links/missing documentation that needs to be fixed.
• StudentSurvey2012
• UpgradeToSL65Progress - SL6.5 upgrades -- All Done
• ExamReportAug2014 - Aug 2014 exam resit report
• DreamSpark - Who can register ?
• InternetSafety - key points

-- JenniferOxley - 10 Sep 2013