IT

Here you will find information about IT support at the Institute of Ophthalmology, including links to UCL Information Services Division (ISD).

Link

IoO support

The IOO IT office is not manned every day so support should be requested by one of the following methods:

Live Chat:  https://www.ucl.ac.uk/chat/logmein/       
The quickest way to get a simple query answered. Enter your username, and a brief explanation of the issue and hit submit.
 
Phone Call:  0207 679 5000  
Mon-Fri 8:30am-5:30pm.  When calling please have your device's Asset Number (on the sticker), Location inc the room, Wall port number if network-related, mobile number if the issue is with Teams calling, and other useful info.
 
Log a Request via the Self-Service Portal:  
https://ucl.lightning.force.com/lightning/n/BMCServiceDesk__Remedyforce_Self_Service . Helpful video available here https://mediacentral.ucl.ac.uk/Player/11562 
 
For all IT-related information, please email itservices@ucl.ac.uk
Mon-Fri 8:30am-5:30pm.  Please include your device Asset Number (on the sticker), Location inc the room, Wall port number if network-related, mobile number if the issue is with Teams calling, and other useful info.
Please use your UCL email address unless you are having an issue accessing your UCL email account. Doing so populates the request with your department, contact number and other useful information. 

All staff should remember that for Urgent i.e.:

Bitlocker recovery key requests
AV and Meeting room requests
Anything affecting teaching or submissions
Hardware failure (PC not booting)
Issues affecting more than an individual user (network outage, Eduroam, water leak, etc)
 
Please do not use Self Service, or Email if it is urgent, rather pick up the phone and call 0207 679 5000 or use the live chat.

Further Support

1. Main services provided by ISD. 

2. How to Guides - you can type the item you want help with.

3. Remote working information. 

4. You can find MS Teams guidance by logging in to Teams, and then clicking the UCL Support icon on the left side bar:

IT for SLMS offer full support for all computers purchased through UCL approved suppliers and best endeavors support on a case by case basis for all other purchases

Quotes for computer purchases should always be passed via the IT team as they’ll be able to advise on suitability, stock levels, lead times, and point you towards the suppliers who offer the best warranty and price bundle which UCL has negotiated with them. Not all hardware works with the UCL build so it is imperative to include IT in the ordering process to minimize problems an incorrect purchase may incur. 

If a computer develops a fault, you should always contact the IT team via email detailing your issue to ioo-itsupport@ucl.ac.uk. The team is working remotely but all emails will be responded to in a timely manner. You can also call them on 0203 448 4118 if having a chat is easier to discuss your request.

When onsite support resumes after lockdown the IT team will investigate issues on your devices, be they standalone/networked or Windows/Mac/Linux etc for both hardware and software issues on a case by case basis. Therefore it is always recommended  that you submit a ticket detailing your issue or requirements for a member of the IT for SLMS team to advise upon.

Loan Laptop Service

The central IT team is operating a loan laptop service. This is a limited service and is only offered to those with no way of working unless a loan laptop is provided. 

If a loan laptop is required for you or your staff, please contact ioo-itsupport@ucl.ac.uk with the the following information:

Staff Name:

Username:

Justification:

Email address:

Home address:

Mobile number:

Information Security: issues, concerns and incidents

Please be aware that there have been ongoing phishing attacks against UCL. Please continue to look out for the ‘External Sender’ warning and familiarise yourself with how to notify/get help with a possible information security or data protection incident. 

Useful links