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:

  • Track Tickets – check on your requests, issues and enquiries.
  • Workspace – get information on your PC, printer, user account and study space.
  • Email and Calendar – request mailbox access and report email issues.
  • Software and Applications – with one click, request software for university or personal devices.
  • Library Services – find out about library resources and also study space and facilities.
  • Learning and Teaching – access learning resources, information skills and study support
  • Accounts and Access – raise any problems with your user account or security issues
  • Connectivity – view connectivity information such as internet access, WiFi, VPN and telephony.

SSP (3)
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

 

Wireless Services At Risk

Wireless Services At Risk 12:00 – 13:00
Wed 14th August
Edinburgh, Gala and Orkney Campuses

Information Services is upgrading the software on the Heriot-Watt wireless network beginning at 12 noon on Wednesday 14th August.

This is a necessary upgrade to support our colleagues in Orkney and fix some firmware bugs. There will be a period of risk of around 30 min, during which, ALL wireless services on the Edinburgh, Gala and Orkney campuses MAY be affected.

The maintenance period will affect all wireless services on campus.

Please contact the IS Helpdesk ISHelp@hw.ac.uk or 4045 to request any information relating to this upgrade. Information Services apologies for the short notice and potential disruption

 

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 IS Helpdesk system – Going Live 16th July.

Next week sees the launch of our new online Information Services Helpdesk based on the TOPdesk system.
This new, upgraded service is available to all staff and students and will replace our current IT Helpdesk.  It will make it easier and more efficient for you to report faults, request access to a wide range of software and services and to order a new PC or device.

Where can I access the system?

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

How it will help you?

The user friendly, accessible interface enables you to:

  • Track Tickets – check on your requests, issues and enquiries.
  • Workspace – get information on your PC, printer, user account and study space.
  • Email and Calendar – request mailbox access and report email issues.
  • Software and Applications – with one click, request software for university or personal devices.
  • Library Services – find out about library resources and also study space and facilities.
  • Learning and Teaching – access learning resources, information skills and study support
  • Accounts and Access – raise any problems with your user account or security issues
  • Connectivity – view connectivity information such as internet access, WiFi, VPN and telephony.

SSP (3)

We will post more information here on a daily basis.
If you have any questions or would like more information, please contact the IS Helpdesk by telephone on 4045 or email Claire Bond c.bond@hw.ac.uk

 

Congratulations to our quiz winner!

Congratulations to Ling Zhou who won the Library & IT quiz for the pre-sessional Passport students.   The Passport students spent the morning in group activities finding and using Library resources to support their assignments. The online quiz then tested the students’ knowledge of additional Library and IT services available to help.

Very well done to our quiz winner!

Passport quiz winner 2

 

Edinburgh Campus Library – summer opening hours

The final night of 24/7 opening of the Edinburgh Campus Library will be today, Thursday 16th May.  On Friday 17th May, the Library will close at 8:30pm.

Library Opening hours May – December 2019

Friday 17th May Closed at 8:30 pm
Sat 18th Sun 19th May Closed
Mon 20th May to Fri 26th July Open Mon – Fri 9:00am – 5:00pm
Mon 29th July to Fri 13th September Open Mon – Thurs 9:00am – 8:00pm

Open Fri 9:00am – 5:00pm

Mon 16th Sept – Thurs 20th December Open 24/7

Study Break cards – Edinburgh Campus Library

We are introducing Study Break cards for use in our Edinburgh Campus Library.
Although the Library is open 24/7 everyday, it is important to have regular breaks.  Therefore when you leave your desk in the Library, fill in a Study Break card, place it clearly on the desk and your space will be saved for you for up to 30 minutes.
Pick up a card from the Library Service Desk.

Study Break cards

Space in the Library is in high demand during revision and exam time so please use the Study Break cards.  If your space remains unoccupied for longer than 30 minutes, and other students need the space, then your belongings will be put aside or moved by Library staff.  You may not reclaim the desk if you return after 30 minutes.
Staff will be monitoring the study spaces throughout the day and evening but cannot accept responsibility for unattended items.
Please DO NOT leave any valuables unattended at any time. 

We will be monitoring the Library space as usual.  We have had lots of feedback from students in favour of Floor 3 being silent study space so please continue to use it responsibly.

Monitoring card

Activating ID cards to access the Library – Edinburgh Campus

Starting from Tuesday 23rd April we have been activating student and staff ID cards for entry to the Library.  The entrance gates (turnstiles) have been in place since last year as part of the Library refurbishment but they have been set in offline or local mode.  We are now able, due to additional software, to update the gates to online mode.  This means that only HWU student and staff ID cards will be valid and these cards must be updated at the Library Service Desk.  This process will only take 2 minutes per person.
We will start activating the cards from Tuesday 23rd April while keeping the gates in offline mode to ensure everyone has a chance to enter the Library as usual and bring their card to be activated.  From Monday 6th May, the gates will be changed to online mode and only activated HWU ID cards will allow entry.  We will not refuse entry to the Library for anyone, but would appreciate it if you could come and have your ID card activated as soon as possible.  Your co-operation is appreciated.

 

Edinburgh Campus Library – Floor 3 opening – Tuesday 16th April

The newly refurbished Floor 3 of our Edinburgh Campus Library is opening tomorrow Tuesday 16th April at 9:00am.

cof

Check out the latest details of the Library Refurbishment ‘What’s Happening‘ and ‘Transforming Your Library”

What’s happening with the Library refurbishment #edincampuslib

Update on the HWU Edinburgh Campus Library refurbishment project.   

Phases 5 – Floor 2 and the East Stairs
We are now in the final phase of the Library refurbishment project which is mainly work on Floor 2 of the Library building.  It has involved demolition and building work and the installation of new windows and floors.  There are a variety of study rooms and study areas being constructed and new shelving for the book stock.
The completion date for this phase of the refurbishment is the beginning of September.

Remedial work
There is also some remedial taking place to work on other floors that have been refurbished.  During July and August, ceiling tiles will be removed on Floor 1 to replace vents and ducts for fire safety purposes.  This will not involve any closure of student study space on Floor 1 although sections may be out of use for short periods of time.
Similar remedial work will take place on the Ground Floor during August and September and the area will be out of use during this time.
A book fetching service  will be operating to retrieve books from the Ground Floor during this time – please ask at the Library Service Desk.

Flooding damage
After the flooding last week on campus, there was some damage to the floors on the Ground Floor.  Work is underway to dry out the area and replace carpets so the area is not accessible at the moment.  Please ask at the Service Desk for the book fetching service.

 

ID cards for access through the entry gates to the Library  have been activated for current students as they have come into the Library building.

Student lockers are available in the Library – details at the Service Desk and these will be issued via the Library Management System in the same way as books.

The Library is currently open 9:00 – 5:00 Monday to Friday

Any questions or for more information, ask at the Service Desk at the Edinburgh campus library or contact us by email or phone
https://www.hw.ac.uk/is/contactvisit-us.htm

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