Requesting IT Support

Quick Reference (please read this before making a request)

IT support is functionally split between UTAS Information Technology Resource (ITR) and AMC Information Technology Service (ITS).
The UTAS IT Service Desk may be contacted by telephone on: 6226 1818 or 1300 304903 or 3 1818 internally from AMC.

Students:
- Use of personal computers in Residences is managed by UTAS Accommodation Services; problems should be reported to UTAS ITR.
- Username and Password issues are handled by UTAS ITR.
- eMail problems are handled by UTAS ITR.
- Printers at Newnham are connected to the UTAS print charging system (CAPS); refunds may be obtained by logging a support request with UTAS ITR.
- Problems with the CAPS EFTPOS installation should be reported to UTAS ITR.
- Printer hardware problems can be reported direct to the maintenance contractor; contact details are on the printer.
- Printer consumables (toner etc.) can be obtained from AMC ITS.
- Other issues related to use of AMC computer laboratories should be reported by logging an AMC ITS Support Request.

Staff:
- Username and Password issues are handled by UTAS ITR.
- eMail problems are handled by AMC ITS.
- Printer hardware problems can be reported direct to the maintenance contractor; contact details are on the printer.
- Printer consumables (toner etc.) can be obtained from AMC ITS.
- Network connection point and cableing issues are handled by UTAS ITR.
- Telephone issues are handled by UTAS ITR.
- Web "content" issues are handled by AMC Marketing Services.
- Anything else... log an AMC ITS Support Request.
 

Log a support request for action by AMC Information Technology Services

Log a support request for action by UTAS Information Technology Resources

 

AMC IT Support

Integration

The integration of AMC and the University of Tasmania resulted in a number of changes to systems and support arrangements. Some services that were previoulsy performed by AMC IT staff have been transfered to UTAS Information Technology Resources (ITR). Details of the more significant variations are set out below. The process of integration is still continuing and further changes should be expected. Details will be posted on this page as they occur.

As indicated above - IT support is functionally split between AMC ITS and UTAS ITR. Support requests for action by either can be submitted online by both staff and students (using the links at the top of this page). The UTAS IT Service Desk now provides the point of contact for assistance by telephone. Requests that cannot be immediately resolved by telephone call will be logged for action by the appropriate department/group/person. This includes requests that will be actioned by AMC IT staff. Further information about the UTAS IT Service Desk is available for staff here and students here.

Please use an Online Support Request if possible - especially for non-critical issues. Providing as much information as possible will help resolve your issue promptly. You will receive an eMail confirmation containing a job number and some further details which you can use for future contacts regarding the request. Your request will be assigned to an appropriate support level queue and followed up with you via eMail, telephone or in person.

Other links that may be of assistance relating to AMC IT Support Requests are Helpdesk User Guide and View your personal IT request history

Students

Computer accounts are created as part of enrollment. Students should receive advice of their assigned username and initial password during this process. If username and password details are not received - students should contact (UTAS) Student & Academic Services.

Issues relating to the use of passwords and eMail should be directed to the UTAS IT Service Desk. AMC IT staff will be continuing to provide support for the computer laboratory installations and other services at AMC - the AMC Online Support Request system should be used to report issues and request action.

Printers in the AMC computer laboratories are now connected to the UTAS copy and print payments system (CAPS). Details of this service (including information about refunds) can be found here and here. The charges specified on the UTAS Web site apply to printers at UTAS locations (eg. Library).

The charges for AMC computer laboratory printing are (effective 9/6/2008):

AMC Residences is now managed by UTAS Accommodation Services. The Wireless Network service at the Residences has been reconfigured to provide the same type of service as other UTAS Accommodation Services sites. Issues regarding support of this wireless service should be directed to UTAS Accommodation Services.

Computer accounts for Staff and Non-Employees

Computer accounts for staff are created after new staff details are recorded in the UTAS HR system. HR will advise new staff of their assigned username and initial password. Issues relating to passwords should be directed to the UTAS IT Service Desk.

Computer accounts required by persons classified as "Non- Employees" (eg. Researchers who are not staff and not enrolled in a course of study) can be requested by submission of this form. The form should not be used as a means of creating staff accounts.

AMC IT staff cannot create accounts. For accounts to be available when new staff commence it is imperative that details be provided an appropriate time beforehand.

Network Infrastructure

UTAS ITR CommTech now has management responsibility for network infrastructure. AMC staff who previously handled this service have transfered to ITR CommTech.

Requests for and issues relating to network connection points, lines, switches etc. can be logged for action by contacting the UTAS IT Service Desk. To avoid requests being mis-directed please ensure you make clear that the request is for action by UTAS ITR CommTech.

Telephones

UTAS ITR CommTech now has management responsibility for telephones.

UTAS will be providing a Statewide Message Bank system for voice mail later this year (2008). In the interim you can still log an AMC Online Support Request for Message Bank resets or creation of new services. UTAS ITR CommTech also have access to the AMC Message Bank server should AMC staff be unavailable - Contact John.Buttery@utas.edu.au

A project is also underway to merge the AMC and UTAS PABX's - but until this is complete please log an AMC Online Support Request for internal phone changes including moves and new services where physical line changes are not involved and the phone service is located on AMC premises.

For all other work including new or relocation of physical lines or physical line faults contact Chris.Davis@utas.edu.au or use the UTAS Website here.

For new mobile services eMail your request describing what you require (eg. GMS phone, Next G JasJam, PDA etc.) and a UTAS cost account code to: Chris.Davis@utas.edu.au - she will provide authorisation for obtaining your device.