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

Feedback about the Library refurbishment #edincampuslib

The Library refurbishment project is now complete and we have four floors of brilliant study spaces.  We have had positive feedback about the improvements but we’re always keen to hear what you think about the Library.

We have a ‘Happy or Not’ terminal at the Library exit across from the Service Desk.
Last week, we had 92% positive feedback!  Please let us know what you think

 

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

Power Hours at Malaysia Campus

Information Services provide classes, online materials and one-to-one appointments to help staff and students to develop a range of skills. Students can earn a Watt or kW points when they attend any of the Power Hours Workshops. Some of the workshops are also suitable for staff, and you can also earn CPD hours.

Each School has a designated Academic Support and Liaison Librarian, and is available to provide support on a range of information skills, including:

1. Citing and referencing.
2. Literature searching.
3. Evaluating information sources.
4. Using EndNote.
We provide classes, including webinars, as part of the Power Hours programme and are available to teach in class. Staff and students can also email us with enquiries or to set up one-to-one appointments, either face-to-face or by Skype.

There are also Subject Guides, which have a lot of information and resources to support you, and a range online learning material such as Linked Learning.

To find out more, contact your School’s Academic Support and Liaison Librarian by emailing us directly at ishelp@hw.ac.uk.

Below is the Power Hours Workshops programme in October 2019 and click REGISTER to reserve your seats!
(Refer on the image for full information on date and time of the workshops)

Using Discovery to access library materials
1 October 2019 Register
Citing and referencing Harvard
3 October 2019 Register
8 October 2019 Register
Literature searching for EGIS & EPS
10 October 2019 Register
EndNote (Online & Desktop)
15 October 2019 Register
29 October 2019 Register 
Citing and referencing IEEE
17 October 2019 Register 
Literature searching for SoSS
22 October 2019 Register
Literature searching for MACS
24 October 2019 Register

PH_malaysia_sem1_2019

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

Boost your use of technology in learning and teaching #learningtechnology #training

As the new semester begins, Learning and Teaching Enhancement Services (LTES) will be increasing the training offering for staff for technology used in learning and teaching.

Learning technology is focused around using technology in a way that supports students’ learning and the pedagogical application of technologies. Headed by our learning technologist, the offering will be catering for both staff new to teaching with technology and staff members who’d like more support in trying new things.

If you would like training on technologies such as Vision and Turnitin, please visit https://www.hw.ac.uk/services/is/learning-teaching/learning-technology.htm.

We will happily schedule training at a time and place that suits, and we endeavour for training to be delivered both face to face, through webinars and with supplementary materials.

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

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

 

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