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Information Services Division

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Desktop Support

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The Desktop Support Team look after all the desktops, laptops, local printers and telephones in the Institute. This includes IT purchasing (software and hardware), installing, configuring, maintaining and supporting all the equipment.

Desktop services provide a personalised service that is essential to the customer base, attending on site to resolve IT related issues. IOE has the largest Apple Mac customer base within UCL, dedicated Mac support technicians look after the very complex support needs within the institute.

At the IOE there are about 80 centrally bookable spaces for which Desktop Support team provide technical support related to Desktop PC and general network connectivity issues.

Desktop @ UCL

Our desktop team are responsible for providing support to around 6000 users based at the main IOE campus and surrounding out buildings. Our role includes configuring different build specification. We provide in house repair of minor hardware issues.

We are currently standardising our desktop client software platform to Windows 10 operating system based on the Desktop @ UCL configuration for unified user experience. IOE has a vast range of user needs and require specific support model to maximise productivity, we cater to the tailored needs of our users.

Hardware purchase

Desktop support team at IOE are responsible for advising and guiding our users for their IT hardware purchase needs. We evaluate the specification and needs of our users, recommend most suitable hardware, and assist them through the purchasing process. We generally follow the UCL purchasing framework in addition to customised hardware specifications.

Software

Desktop support team support in excess of 383 software packages available to users on the Desktop @ UCL. In addition, we support a vast range of customised software systems for various social science research departments residing within IOE tenancy.

Telephony

IOE operates CISCO VOIP handsets across the campus, Desktop Support team are responsible for managing and configuring the phones on user’s desk. Our team assist users to acquire new handsets and carry out the necessary configuration in liaison with the central UCL ISD teams where necessary.

Network support

Desktop support team are responsible for all client side troubleshooting of network incidents and service requests. We work closely with ISD network infrastructure team for various VLAN configurations and port diagnostic issues.

External entities

There are external companies that live within the IOE estate and therefore fall under our support envelope of our team:

  • British Education Research Association
  • Child to Child
  • UCL London Knowledge Lab
  • College of Teachers
  • IOE Confucius Institute
Knowledge Lab. The UCL Knowledge Lab is an interdisciplinary research unit focused on digital media and educational technologies. We provide I.T. support for administrative staff, academic staff, and research students as well as technical support for the Lab’s educational technology projects.