IT and Library Help

If you have an IT or Library issue, request or enquiry, you can get help via our online Helpdesk system.

You can access it via the tile on the portal

Helpdesk tiles

Or by the link https://hwu.topdesk.net/tas/public/ssp/

which will take you to the Helpdesk home page and you can select the relevant service

Helpdesk SSP

You can also email ISHelp@hw.ac.uk and this will create a ticket in Helpdesk system

 

Phishing emails – ‘REFUND CONFIRMATION – Heriot-Watt University Student’

We have had reports of staff and students receiving phishing emails this afternoon. 

Some have a subject line of  REFUND CONFIRMATION – Heriot-Watt University Student – and a link to claim a tax refund.  Some are requesting bank details for refunds.  

Do NOT click on the link in the email 

If you think you have received a phishing email

  • DON’T click on any links
    DON’T open any attachments
  • Forward the email to abuse@hw.ac.uk
  • Delete it

Top tips to help you spot phishing emails

  • Be suspicious of any urgent requests for personal or financial information
  • Be aware: Phishing scams are common at main instalment payment dates
  • Check that you’re using a secure website when submitting credit card or other sensitive information;
  • Prevention: Your email details may have been taken from a social networking site so avoid disclosing your email address or make sure you hide it on your page
  • Look for tell-tale signs of phishing: Check the quality of the communication. Misspelling, poor punctuation and bad grammar are often good indicators

 

Upgrade of S: Drive – 28th Feb 17:00 GMT

Information Services will be migrating the S: drive to a new location in order to improve the service. This change will utilise new IT infrastructure that will offer a faster, robust and more secure platform.
Access to the S: drive should be considered “at risk” from Friday 28th February 17:00 – Monday 2nd March 9:00 GMT. 
During the switch over all data on the S: drive will be secure.

For those users with managed desktops/laptops the new path to the S: drive will automatically be updated, however Recent Documents and Shortcuts to the old S: drive locations will no longer work and will need to be recreated.

For those on unmanaged machines you will need to remap the S: drive from the current location \\netapp04b\HWShare to \\HWSHARE\hwshare

Please contact ISHelp@hw.ac.uk if you have any questions

Essential maintenance – VPN and Single Sign On Systems – Saturday 22nd February

Essential maintenance – VPN and Single Sign On Systems – Saturday 22nd February

To enhance stability and performance, essential maintenance will be taking place on our VPN and Single Sign On systems on Saturday 22nd February.
VPN access and log in to the Portal, Office365 and Dropbox services will be “at risk” on this day although we will endeavour to keep any service disruption to a minimum.
Information Services apologises for any inconvenience and appreciate your co-operation

 

Requesting offsite journals and theses

We do have some journals and theses that are held in offsite storage and these can be requested as and when needed.
After searching in Discovery  , you find that the journal article you need is held offsite, you will see this information in request options which means you need to fill in a form to retrieve the journal.
Request options
Previously, the form has been a paper form at the Library Service Desk, but now we have introduced an online form.

You can access the form via the student or staff portal or by following the link

How to request offsite journals

If you have any problems with the form or have any other enquiries, please contact the Library Service Desk on 0131 451 3577 or teh IS Helpdesk on 0131 451 4045 or email ISHelp@hw.ac.uk

 

 

Helpdesk Self Service – Staff Systems tile for HR, Payroll and Finance Systems

Following on from the Information Services Helpdesk system improvements and developments earlier this year, the new system is now available for HR, Payroll and Finance Systems faults, requests and enquiries from staff.

SSP Staff System

Selecting the Staff Systems tile will open up service tiles for HR, Payroll and Finance Systems and the service pages will give information about these services including forms to submit requests and enquiries.

TOPdesk finance systems

It is possible to continue using the existing email addresses HRhelp@hw.ac.uk  or payrollhelp@hw.ac.uk  or financesystems@hw.ac.uk for enquiries, as they will be routed into the new system.
However, by using the Self Service facility to submit requests via the tiles and custom forms, your enquiry will be more efficiently managed.

As with enquiries and requests to IShelp@hw.ac.uk you will be able to track progress of your ticket via the ‘Track Tickets’ tile.

Track tickets

If you would like any more information, please contact ISHelp@hw.ac.uk and check out how to access the Helpdesk Self Service via the staff portal.

Tilez

 

Phishing emails – “Annual refund”

Phishing emails “Heriot-Watt University – Valuation Office Agency – Annual refund”

A high volume of phishing emails have been received by staff and students this afternoon.  Some are requesting bank details for refunds similar to the example below.

Do NOT click on the link in the email 

Phishing email example

If you think you have received a phishing email

  • DON’T click on any links
    DON’T open any attachments
  • Forward the email to abuse@hw.ac.uk
  • Delete it

Top tips to help you spot phishing emails

  • Be suspicious of any urgent requests for personal or financial information
  • Be aware: Phishing scams are common at main instalment payment dates
  • Check that you’re using a secure website when submitting credit card or other sensitive information;
  • Prevention: Your email details may have been taken from a social networking site so avoid disclosing your email address or make sure you hide it on your page
  • Look for tell-tale signs of phishing: Check the quality of the communication. Misspelling, poor punctuation and bad grammar are often good indicators

 

Essential network maintenance and enhancements – Saturday 4th January 2020

Information Services will be carrying out essential network maintenance and enhancements on Saturday 4th January 2020 between 9am and 5:30pm (UK time).

This work is part of an ongoing IS programme to improve our resilience as well as enhance security and access to University services. There will be a brief disruption to service for all staff and students and services should be considered at risk period between the hours stated above, for all internet facing services such as the University website and Office 365.

Our apologies for any inconvenience caused during this time.

Helpdesk Self Service – HR and Payroll

Following on from the Information Services Helpdesk system improvements and developments earlier this year, the new system is being rolled out for HR and Payroll.
From Thursday 12th December, there will be an additional tile for staff  ‘Staff Systems’

SSP Staff System

Selecting the Staff Systems tile will open up service tiles for HR and Payroll and the service pages will give information about the service including forms to submit requests and enquiries.

Staff systems HR Pay

It will be possible to continue using the existing email addresses HRhelp@hw.ac.uk and payrollhelp@hw.ac.uk for enquiries as they will be routed into the new system.
However, by using the Self Service facility to submit requests via the tiles and custom forms, your enquiry will be more efficiently managed.  As with enquiries and requests to IShelp@hw.ac.uk you will be able to track progress of your ticket via the ‘Track Tickets’ tile.

Track tickets

If you would like any more information, please contact ISHelp@hw.ac.uk and check out  how to access the Helpdesk Self Service via the staff portal.

 

 

Requesting a new PC or laptop (staff)

How to request new IT equipment including PCs and laptops provided and maintained by the university.  All computers to be used for University work or study should be requested through Information Services.

Requesting a new PC or laptop
TilezSelect the Helpdesk tile on the staff portal
or go to https://hwu.topdesk.net/tas/public/ssp/ 

Log in with your usual HWU username and password

The Helpdesk Home page will open

HomePagetilessmall

Select the Workspace tile
Then select the PCs and devices tile

PCs and devices small

There are three options for requesting a new PC, laptop, monitor, keyboard etc.
Within each option, there are details of the items that are available.
Once you have decided on your preferred option then ‘Add to cart’

Before you can confirm your order, you will need to fill in the details in the form including the cost code.  This means that we can capture the information that we need to process the order.

Standard Hardware requestsmall

Depending on which option you have chosen, an expected time for processing including installing will be displayed.
You will receive an acknowledgement and the link to your ticket.

acknowledge small
To check on the progress of your order and any other requests, faults or enquiries you have submitted, select the Track Tickets tile from the Home Page.

Track tickets

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