HWU IS Helpdesk – how to submit faults, requests and enquiries

How to use the HWU IS Helpdesk self service

  • Select the Helpdesk tile on the student or staff portal

    Helpdesk tiles

  • Select HWU Login
    Log in with your usual HWU username and password

    HWU login

  • The Home Page will open
    HomePagetilessmall
  • The tiles / icons are all Services apart from the first tile, which is the link to Track your submitted tickets
    To submit a ticket, select a Service tile, which will open to show the sub pages with sub services.
    On each page, there is information about the Service and links to forms to submit tickets for faults and requests.
  • It is possible to submit a ticket by emailing ISHelp@hw.ac.uk although submitting via the self service page via the portal is more efficient.
  • You can also telephone the IS Helpdesk on 0131 451 4045

Track your tickets with the IS Helpdesk

Information Services Helpdesk

We have a new online Information Services Helpdesk based on the TOPdesk system.
It is available to all staff and students and is an easy and efficient way for you to report faults, request access to a wide range of software and services and to order a new PC or device.

You can access the new IS Helpdesk from myHWU staff portal and myHWU student portal.  Select the ‘Helpdesk’ tile.

Tilez

The user friendly, accessible interface enables you to submit tickets and use the Track Tickets tile to check on your requests, issues and enquiries.

Track tickets

Using the online self-service Helpdesk is the quickest way to contact Information Services.  We’re also available by telephone on 4045 and by email ISHelp@hw.ac.uk

Cause to ‘celebrate’, as we ‘collaborate’ and ‘inspire’ to learn and make LinkedIn Learning ‘belong’ to us all

LinkedInLearningNewsScreen

Thursday 19 September 2019 marks the first Anniversary of the release of LinkedIn Learning at the University.

This service continues to grow from strength-to-strength with staff and student continuing to use it daily.

For our staff, it is an invaluable tool which encourages you to take a few minutes out of your day or week to learn something new, or perhaps you might want to use it to augment your course teaching?

For our students, we can see that you are using it to both complement and reinforce what you’re being taught as part of your course or using it as supplemental learning. Life, wellbeing and employability skills playing a key part.

Please remember you can access LinkedIn Learning from anywhere, anytime on any device, so it makes it easy to split your learning into convenient bite-size chunks.

To date, 14% of the University population have engaged with, and continue to do so, and it is our aim that this will grow until it is seen as an integral part of University life, whether you are a member of staff or a student and whatever your learning aims and motivations are.

If you haven’t heard of or delved into LinkedIn Learning yet, we promise you will not be disappointed. There are some 13,000+ courses and videos spanning technology, business and creative libraries, incorporating material from data science to interpersonal skills, from computer programming to well-being courses and life skills and much more.

But don’t take our word for it, dive in and explore this learning environment for yourself, you’ll never look back! Visit LinkedIn Learning today – available from myHWU.

If you have any questions about LinkedIn Learning please contact our IS Helpdesk.

We wish you all continued prosperity in your journey of learning.

Most Popular Courses (19 Sep 2018 – 13 Sep 2019)

1) Learning Python

2) Project Management Foundations (2016)

3) Excel 2016 Essential Training

4) Python for Data Science Essential Training

5) Microsoft Teams Essential Training

6) Cert Prep: Project Management Professional (PMP)

7) How to Use Linkedin Learning

8) Python Essential Training

9) Critical Thinking

10) Communicating with Confidence

11) Developing your Emotional Intelligence

12) Programming Foundations: Fundamentals (2011)

13) MATLAB 2018 Essential Training

14) Learning Data Analytics

15) Strategic Thinking

Academic staff – call for reading list material

To ensure that the books needed for students are available at the start of semester one, we need to know about any items of recommended reading for your course (whether key texts or additional reading).  Please let us know as soon as possible  and by 9th August at the latest.

Please note, that if your reading list has no changes from last year you do not need to submit it again.

Please let us know about new books or new editions that you want, or if the number of students on your course has increased (we will then need your reading list and the number of students). If your course is completely new please submit your full reading list with plenty of time for us to provide all the books.  Please note that we will again be giving preference to eBook copies of titles where available as this provides access to all HWU students.

Books stock image

How to request recommended reading:

Edinburgh or Orkney Campuses

If books are needed at the Edinburgh or Orkney campuses please send your reading lists to libord@hw.ac.uk with the information below or use the book order form at https://www.hw.ac.uk/is/library-essentials/book-request.htm#top.

Via email – please send the following information:

  • Title and code of the course
  • Details of the items needed (as much information as possible is helpful, e.g., author, title, edition, ISBN, publisher, year)
  • Number of expected students
  • If an item is a key text
  • If the item is to be available as a three hour loan (rather than for week or standard loan (16 weeks))
  • If there is a reason to provide a print rather than an eBook copy.

Via the online form (for Edinburgh and Orkney campuses only currently):

Items on reading lists can also be requested using the book request form which is accessed from the link on the “Suggest a book” page . Please select ‘Yes’ from the drop down menu at the first question ‘Is the book on a reading list?’ and select your School or Institute at the bottom.

Dubai or Malaysia Campuses

If you also need copies of books to be available at the Dubai and/or Malaysia campuses please contact the libraries directly as they place their own orders for stock. They can be contacted at DubaiLibHelp@hw.ac.uk and MYLibrary@hw.ac.uk respectively.

Scottish Borders Campus

If books are for the Scottish Borders Campus please contact J.H.McIntyre@hw.ac.uk

IDL students

If books on your course are needed by IDL students please make sure that the books are available as eBooks before your list is given to students. We are happy to check for you to see if an eBook is available. Unfortunately not all titles are available as eBooks and IDL students have previously reported problems reading material recommended by staff. Please let me know if you want more information about this or to see if a title is available as an eBook.

ALP students

If titles on your course are needed by ALP students please be aware that we do not purchase books for ALP libraries and individual ALP libraries are responsible for their own purchasing. However ALP students do have access to our eResources so will be able to use any eBooks on reading lists.

Wider reading

To request books to support students’ wider reading for research, dissertations, theses, projects etc. please again use the request form link on the “Suggest a book” page  and select ‘No’ from the drop down menu at the first question ‘Is the book on a reading list?’ and select your School or Institute at the bottom. These items are automatically forwarded to the School’s Information Services Primary Contact (ISPC) for approval and will not be purchased until he or she has approved them.

Journal articles and book chapters

If you require online copies of book chapters or journal articles, this can be done through our digital copies service, please see https://www.hw.ac.uk/services/is/learning-teaching/technology/digital-copies-service.htm.

If you have any questions please contact Ellen Peacock, Acquisitions & Metadata Manager (e.peacock@hw.ac.uk Ext 3573)

New year, new you …

Want to learn new skills this year? Perhaps you want to become a Photoshop Pro, an awesome photographer or even learn how to play an instrument? Remember LinkedIn Learning isn’t just for IT skills:

  • collection of paint brushesIf you’ve got a new camera or phone for Christmas you’ll find lots of videos and courses to help improve your photography skills.
  • If you want to take up a creative hobby, LinkedIn Learning can help with painting, drawing, and animation.
  • Or if your new year’s resolution is to better understand social media, you can find short courses on twitter and Instagram.

It’s quick and easy to access LinkedIn Learning courses from any device — anytime and anywhere.

If you have problems accessing LinkedIn Learning please contact IT helpdesk on +44 (0) 131 451 4045 or email ithelp@hw.ac.uk

lil1

Introducing BrowZine – the journal browsing tool

Our new tool allows you to find and browse scholarly journals that we subscribe to in your subject area and keep up to date with the latest research.

Access Browzine directly from the “Browse Journals” link on the Discovery home page, or select “Browse articles in this journal” from search results. 

screendshot of search results on Discovery with 'Browse articles in the journal' link

Then browse journals in your subject areas and register for an account to add journals to your ‘Bookshelf’. You can also download an app for iOS and Android, which will alert you when new issues of the journals on your bookshelf are available.   

Picture of BrowZine home page

Heriot-Watt secures Cyber Essentials Plus accreditation #InformationServices

We have recently been awarded Cyber Essentials Plus accreditation in information security following an audit by a Scottish Government approved assessment body, ID Cyber Solutions.

The UK government scheme, which is specifically designed for public sector organisations in the UK, is a globally recognised certification that serves as a kite mark for industries around the world and is increasing becoming a requirement for research funders.

Receiving the certification is testament to our commitment to cyber security. It is also a demonstration of our commitment to continuous process improvement and safeguarding data

Kathy McCabe, Global Director Information Services

The certification covers the entire range of IT services provided within the university. It includes an assurance framework and a set of security controls to protect information from threats coming from the internet. Cyber Essentials Plus includes additional independent testing which requires an on-site technical assessment.

We achieved accreditation by the 31st October 2018 target date set out by the Scottish Government as part of its Cyber Resilience Strategy for Scotland, making it the largest Scottish University of our size and complexity to achieve the CE+ certification to date.

Kathy McCabe, Global Director of Information Services labelled the certification a huge achievement and an absolute credit to the teams involved”, saying it was the “culmination of many thousands of hours of work undertaken by an institution-wide team of dedicated colleagues.”

She added: “Receiving the certification is testament to our commitment to cyber security. It is also a demonstration of our commitment to continuous process improvement and  safeguarding data. But more than that, it provides the necessary accreditation to access funding from a range of funders, a proactive step giving Heriot-Watt an advantage over other HEIs/competitors.” 

Congratulations to everyone involved.

Cyber-EssentialsPlus-forweb (1)

Academic staff – call for reading lists…

Stack of Library BooksReading lists for items for the start of semester 2 should be received by 30th November 2018. We will still purchase any items requested after then but can’t guarantee that they will be available for the start of semester.

Please note that if your reading list has no changes from last year you do not need to submit it again.

Please let us know about new books or editions that you want, or if the number of students on your course has greatly increased (we will then need your reading list and the number of students).  If your course is completely new please submit your full reading list with plenty of time for us to provide all the books.
Please note that we will be giving preference to eBook copies of titles where available as this provides access to all HWU students

How to request recommended reading

Edinburgh or Orkney Campuses

If books are needed at the Edinburgh or Orkney campuses please send your reading lists to libord@hw.ac.uk with the information above or use the book order form.

Dubai or Malaysia Campuses

If you also need copies of books to be available at the Dubai and/or Malaysia campuses please contact their libraries directly as they place their own orders for stock. They can be contacted at DubaiLibHelp@hw.ac.uk and MYLibrary@hw.ac.uk respectively.

Scottish Borders Campus

If books are for the Scottish Borders Campus please contact J.H.McIntyre@hw.ac.uk

Via email – please send the following information:

  •       Title and code of the course
  •          Details of the items needed (as much information as possible is helpful, e.g., author, title, ISBN, publisher, year, edition)
  •          Number of expected students
  •          If an item is a key text
  •         If the item is to be available as a three hour loan (rather than for week or standard (16 week) loan)
  •          If there is a reason to provide a print rather than an eBook copy. 

 

IDL students

If books on your course are needed by IDL students please make sure that the books are available as eBooks before your list is given to students. Unfortunately not all titles are available as eBooks and IDL students have previously reported problems reading material recommended by staff. Please let me know if you want more information about this or to find out if a title is available as an eBook as we can check for you.

ALP students

If titles on your course are needed by ALP students please be aware that we do not purchase books for ALP libraries and individual ALP libraries are responsible for their own purchasing. However ALP students do have access to our eResources so will be able to use any eBooks on reading lists.

Via the online form (for Edinburgh and Orkney campuses only currently):

Items on reading lists can also be requested using the book request form which is accessed from the link on the “Suggest a book” page . Please select ‘Yes’ from the drop down menu at the first question ‘Is this book on a reading list?’.

Wider reading

To request books to support students’ wider reading for research, dissertations, theses, projects etc please again use the request form link on the “Suggest a book” page  and select ‘No’ from the drop down menu at the first question ‘Is this book on a reading list?’. These items are automatically forwarded to the School’s Library Representative for approval and will not be purchased until he or she has approved them.

Journal articles and book chapters

If you require online copies of book chapters or journal articles, then this can be done through our digital copies service.

If you have any questions please contact Ellen Peacock, Aquisitions & Metadata Manager (e.peacock@hw.ac.uk Ext 3573)

Top ten courses on LinkedIn Learning

Screenshot of a PowerPoint Quick Tips course on LinkedIn Learning.All staff and students at Heriot-Watt now have access to LinkedIn Learning, a collection of 12,000+ digital courses on business, creative and management topics.  LinkedIn Learning provides personalised course recommendations based on your interests, skillset, experience and goals, delivered by industry experts with real-world experience.

The current top ten courses at Heriot-Watt are:

  1. Learning C#
  2. How to use LinkedIn Learning
  3. Learning Java
  4. Learning Python
  5. Python for Data Science Essential Training
  6. Communication within Teams
  7. Developing Your Emotional Intelligence
  8. Project Management Foundations
  9. Strategic Thinking
  10. Python Essential Training

LinkedIn Learning covers a huge range of topics, such as app development; Microsoft Office; entrepreneurship; social media marketing; photography and many more.  You can access LinkedIn Learning online or via the Heriot-Watt portal.

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