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University of Newcastle Newsletter

SnipITs - Issue 2 2009

It's Not Piracy Poster

I would like to thank everyone in IT Services and across the University for putting up with me over the past 6 months. I have really enjoyed my time in the ‘business’ and appreciate all of the support I have had from the IT staff, the PVCs, the HoSs as well as other Directors.

The work undertaken in the IT space is fundamental to the students, staff and the community. Most of this work is behind the scenes, and given the limited resourcing, the achievements are outstanding. Teaching and Learning, Research and the general operations of the University rely so much on the IT platforms and services.

I am very proud of the work the IT Services staff have done and am confident that Mary Sharp will be a fabulous appointment into the role of CIO.

I return to HR on the 30th March with mixed emotions.

Ian Pike
Acting CIO

IT Resources

IT Services Web Page
http://www.newcastle.edu.au/unit/it

The IT Services web page details our services available to the University community and how to access them (e.g. computer accounts, internet, telephones, equipment, software, and more).

Online Services
http://onlineservices.newcastle.edu.au

The Online Services web page is a means of accessing the commonly used University online systems (e.g. Nustar, Staff Appointments Online, CTS, Blackboard Course Creations, Registration System, Spendvision, and more).

IT Support

The 17triplezero IT Service Desk is the first point of contact for reporting issues, making enquiries and checking the progress of support calls. Users can opt for online or phone support and utilise the most appropriate method according to the urgency of the issue. In 2009, the IT Service Desk contact methods and opening hours are:

Service Portal
http://www.newcastle.edu.au/17000
Available 24x7
Use this online self service facility if you are able to continue work or your IT request is not urgent. The Service Portal allows you to log a support call, check on the status of existing jobs, and view information on IT outages or interruptions.

Telephone
(02) 4921 7000
Available 8am-6pm (AEST) Mon-Fri
You should call the telephone support line and speak to a Client Service Officer if you are unable to continue work, or your issue is urgent. Where possible, we will respond to your request at first point of contact, otherwise a job will be assigned to the appropriate work group.

Email
17000@newcastle.edu.au
Available 24x7
You can email your IT request if you are unable to access the Service Portal and your issue is not urgent. Please note that email requests are treated with a lower priority than Service Portal jobs or telephone requests and delays may occur.

Student Laptop Clinics

During O'Week and the first two weeks of semester, IT Services and the Library held clinics to assist students connect their laptops to the University’s wireless network. The project was a great success, with over 100 students attending and a 91% connection rate. Due to demand, the project will now be extended with clinics running until Easter.

MS Office Ultimate 2007 for home use

Microsoft’s ‘It’s Not Piracy’ scheme allows staff and students to purchase Office Ultimate 2007, Visio Professional 2007, Windows VISTA Ultimate Upgrade and Language Pack 2007 at discounted prices, for installation on their personal computer. The Office Ultimate 2007 package includes Access, Excel, Groove, InfoPath, OneNote, Outlook, Powerpoint, Publisher and Word. Product information and pricing is available at
http:// www.itsnotpiracy.com.au.

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