IT service and support during the coronavirus (Covid-19) outbreak
Published on 19 March 2020
What you can expect while working at home during the coronavirus outbreak
With many staff (including UoD IT staff) working at home due to the coronavirus (Covid-19)) outbreak, we want to explain how UoD IT will support you during this time.
These arrangements may change as we adapt to our new way of working but we are encouraged to hear your feedback so far.
We are currently considering how we might support users who need face to face support, for example in the situation of a staff computer failure.
Please check the coronavirus staff and student pages regularly as our support model adapts and changes.
- IT guides - these cover a wide range of topics such as the VPN, Multi Factor Authentication and Teams
- Searchable Knowledge Items within the Help4U Self-Service Portal
Log a call
- If our guides or knowledge items don’t help, please log a call by selecting the “Can’t find an answer?” tab in the Help4U Self-Service Portal.
- To help us to process your call please include your PC name and/or operating system.
- When you log a call with us you can look up your tickets in the Self-Service Portal under “Track my Tickets”. Your call will indicate the maximum time it we will take to resolve your call.
Check the status of a service
- If a service is being changed or if there is an issue with a service you can check the IT Status pages from within the Help4U Self-Service Portal.
- This will save you time when there is a wide spread service outage.
Remote support calls
- We may contact you via Teams to arrange a time to meet to discuss your support needs.
- Depending on the nature of your request or issue we may ask that you share your desktop with us normally via Teams. We will guide you through that at the time.
Calls to Service Desk 88000
- As the majority of IT staff are working from home, this service is currently unavailable.
Hours of opening
- Monday – Friday: 09:00 – 20:00 hrs
- Saturday/Sunday: 12:00 – 20:00 hrs
If you have any questions or concerns about our level of support please get in touch with Julie Christie, Assistant Director of IT (Service Delivery) or Jonathan Monk, Director of IT.
Tools to help you work remotely
Securely access information and software applications
The University provides a range of ways to enable you to connect to the University network like you would at work.
MFA (Multi-Factor Authentication) – you must have set up MFA in order to work remotely
Virtual Private Network (VPN)
This is required for accessing the shared network drive.
We need your help! Please do not use the VPN unless you need to as this will impact other users who depend on it.
Press Office, University of Dundeepress@dundee.ac.uk