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

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

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

 

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

 

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