it support 101 julian jordan web & macintosh officer
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IT Support 101IT Support 101
Julian JordanWeb & Macintosh Officer
http://www.bioch.ox.ac.uk/graduate.pps
Some IT Support humour for Some IT Support humour for you:you:
© United Feature Syndicate Inc.
Meet the Team:Meet the Team: Martin Ackland – Support Team Manager
◦ [email protected] (13307)
◦ Room 10-026, New Biochemistry Building
Richard Bryan – Research Computing Manager◦ [email protected] (13332)
◦ Room 00-069, New Biochemistry Building
John Elder – Infrastructure & Security Officer◦ [email protected] (13333)
◦ Room 00-070, New Biochemistry Building
Julian Jordan – Web & Macintosh Officer◦ [email protected] (13310)
◦ Room 10-027, New Biochemistry Building
Jeremy Rowntree – IT Systems Manager◦ [email protected] (13309)
◦ Room 10-027, New Biochemistry Building
The Bottom Line:The Bottom Line:We want your computing experience to be a
good one
We’re not in the business of locking things down so tightly that you can’t even use “Calculator”
We don’t necessarily “just know” computers play up
IT support isn’t chargeable, so don’t just “soldier on” with computer issues:
Talk to us if things aren’t running smoothly on your computer!
IT Helpdesk ServiceIT Helpdesk ServiceJust one number to remember for IT
emergencies or if you can’t remember exactly who does what in the team: 13308
You may be passed to another member of the team who specialises in your issue but you won’t have to “hunt” through all the IT Support telephone numbers trying to find someone who’s at their desk
User AccountsUser AccountsCue confusion – you have two distinct
accounts; University and Departmental
University facilities:◦ Nexus e-mail◦ TSM backup service◦ Software site licenses including MS-Office,
Endnote◦ WebLearn VLE◦ PC maintenance scheme◦ Personal web space◦ Numerous courses◦ Educational pricing for hardware/software◦ http://m.ox.ac.uk for smartphones – lots going
on
User AccountsUser Accounts See John Elder (Room 00-070, New Biochemistry
Building) to activate your departmental account and set your initial password. (Please remember to take your University card with you)
Departmental facilities:◦ Windows Account to log in to most Windows PCs◦ Home Directory (Windows H: drive, Network Disk on Mac/Linux)◦ VPN Account for accessing departmental facilities when you’re
away◦ Web space for labs or other projects; many options available◦ Talk to us about WebEx, a great system for videoconferencing
The University has paid the fees, so free for you to use Can pull together PCs, Mac, Linux, Telephones and iPods into one
conference◦ Vast amounts of backed-up, fault-tolerant disk space can be
arranged◦ http://www.bioch.ox.ac.uk/itsupport
Job RequestsJob Requests What’s a Job Request?
◦ A job request is a formal request for some work to be done on your computer system, be it an initial network hookup, a hardware repair or help with installing something new
Why use this system?◦ All members of IT support see the job request e-mail◦ The person with the appropriate expertise will take the
job◦ The job enters a tracking system and won’t be
“forgotten about”
How do I submit a Job Request?◦ Go to http://www.bioch.ox.ac.uk/jobrequest◦ Use the drop-down link on the Biochemistry internal
homepage, entitled “Computing Job Request”
Network AccessNetwork Access Default Connectivity:
◦ Connect to any active dataport to get a very restricted connection which will require a VPN account to do anything useful
◦ Inactive dataports (a rarity) can be enabled if you need them
Biochemistry VPN Service◦ Use to gain full access to network resources like H: drives,
printers◦ http://www.bioch.ox.ac.uk/vpn
Wireless Networking◦ Two Networks at present: OWL and Eduroam◦ http://www.bioch.ox.ac.uk/wireless
Full computer registration◦ Use job request system for a fixed IP with full network
access◦ Please see http://www.bioch.ox.ac.uk/networkpolicy
Departmental WebsiteDepartmental Website Split into two personalities:
◦ http://www.bioch.ox.ac.uk A “shop window” front-facing site with lots of news, pictures and information for prospective staff or students
◦ http://www.bioch.ox.ac.uk/internal.aspA “intranet” type site with information and facilities concerning day-to-day life here including a “What’s On” of things happening here
If something isn’t working as you would expect, please contact [email protected]
There is also an extensive WebLearn presence and numerous sub-sites for specific purposes.
Take a look around, there’s lots going on!
Computing RulesComputing RulesUniversity-wide rules:
◦http://www.ict.ox.ac.uk/oxford/rules
Departmental Rules:◦http://www.bioch.ox.ac.uk/rules
Please make yourself aware of the rules – users have been known to have the “plug pulled” at a high level (JANET) for running undesirable software on their computer
Computer PerformanceComputer PerformanceMy first computer looked like
this:
wikipedia
Computer PerformanceComputer PerformanceTo go to this was an incredible upgrade:
The same issues still apply – RAM, disk storage and to some extent, CPU speed
RAM upgrades best “bang-for-buck”
What Goes Wrong?What Goes Wrong? Windows PCs – Virus / Spyware data loss VERY common
Dropped Mac Laptops – hard disk failure approx. bi-monthly
Three passwords (University, Departmental & EduRoam)◦ Recall failure accounts for many problems◦ Please don’t ignore e-mails warning you of password expiry
A hard disk is a mechanical device which WILL wear out. ◦ Even solid state drives incur electronic “wear” over time◦ The seconds are ticking down until the moment that
YOUR hard disk fails, taking all your irreplaceabledata with it…
Sort out a backup strategy TODAY!!!
A very scary picture for Mac A very scary picture for Mac users...users...
Data SecurityData Security Store your files on your H: Drive (this is backed up nightly)
Get your computer set up with the free TSM backup service◦ Once installed, TSM operates on a “no news is good news” basis◦ Please don’t ignore e-mails telling you that it’s failed
Time machine (Mac) and Dropbox also worth looking at
Cloud storage for personal photos / videos etc?
Don’t leave files on C: Drives on communal machines and expect to see them there the next day
Be very careful with e-mail attachments, and e-mails claiming to be from your bank or Microsoft… or even the University Nexus service
Sophos Anti-Virus is mandatory on PCs & Macs, please report any virus warnings to IT Support
Don’t keep putting off those “Software Update” nags – they could save your bacon!
If in doubt, please talk to us – we are after all IT Support