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Our mission is to provide comprehensive digital solutions and support to enhance the academic and administrative functions of the university and support its strategic mission.

The University’s IT team is made up of 5 specialist functions:

• Infrastructure & Operations
• Technology Enhanced Learning
• Software Development & Support
• Project Management Office
• Media Services

The IT Team provides these services during standard business hours:

Monday through Thursday - 9:00 AM to 5:00 PM.

Friday – 9:00 AM to 4:30 PM

Requests submitted outside of these hours will be addressed during the next available business day.

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Out of Hours technical support is provided for emergency issues only.Ìý IT can be contacted via the Security team.

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University service users requiring any of the following services should initiate a service request by contacting the Helpdesk at helpdesk@qmu.ac.uk

A designated IT representative will respond to the request dependent on the service requested.ÌýÌý

The IT team is skilled in a range of technologies that support university digital provision.Ìý They include the following:

• VMware virtualised infrastructures
• Cyber Security platforms
• Microsoft server platforms
• Microsoft desktop platforms
• Cisco networking
• Project Management
• SQL databases
• .Net development tools
• API interface development
• Umbraco CMS development
• Virtual Learning Environments
• Course content development
• Audio visual hardware and software

IT has a support SLA of 90%.Ìý This is reported on a monthly basis.

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Support

Technical support for faculty, staff, and students.

Troubleshooting assistance for hardware, software, and network issues.

Assistance with account management, password resets, and access permissions.

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Device Maintenance

Hardware diagnostics for university-owned computers and peripherals.

Installation of software updates, patches, and security enhancements.

Configuration assistance for mobile devices.

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Network Services

Connectivity support for wired and wireless networks across campus.

Management of network infrastructure, including switches, routers, and access points.

Monitoring and optimisation of network performance to ensure reliability and speed.

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Telephony Services

Installation, maintenance, and troubleshooting of university telephony systems.

Provisioning and management of desk phones, VoIP systems, and conference calling services.

Integration with unified communications platforms for seamless collaboration.

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Procurement of Software and Hardware

Assessment of technology needs and recommendations for software and hardware solutions.

Procurement of software licenses, subscriptions, and maintenance agreements.

Coordination with vendors for purchasing, delivery, and warranty support.

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Virtualised Server Support

Provisioning and management of virtualised server environments for efficient resource utilisation.

Configuration and maintenance of hypervisors and virtual machines (VMs).

Performance monitoring and capacity planning to ensure optimal server operation.

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Virtual Desktop Infrastructure (VDI) Support

Implementation and management of VDI solutions for remote access to desktop environments.

Configuration of virtual desktop pools and user profiles to accommodate different needs.

Troubleshooting and resolution of issues related to VDI connectivity, performance, and user experience.

Application Development

Collaborative development of custom software solutions tailored to specific academic or administrative needs.

Integration with existing systems and databases to streamline processes and improve efficiency.

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Web Development

Design and development of responsive websites and web applications.

Implementation of content management systems (CMS) for easy website maintenance.

Accessibility compliance testing to ensure inclusivity and adherence to web standards.

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Database Management

Design, implementation, and optimisation of databases.

Data migration and conversion services to ensure seamless transitions between systems.

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Third Party Application Management

Initial investigation of third-party application support incidents.

Liaison with third parties to ensure smooth provision of external support services.

Learning Management Systems Support

Management and administration of the university's digital teaching platforms.

Training on how to effectively use the platforms for course delivery.

Integration of third-party tools and plugins to enhance the functionality of the platforms.

TEL supports the following platforms:

• Canvas
• Pebble Pad
• Turnitin
• Panopto
• Poll Anywhere

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Instructional Design Assistance

Consultation and support for faculty in designing and developing online and blended courses.

Assistance with instructional design principles, multimedia integration, and assessment strategies.

Evaluation of course effectiveness and pedagogical best practices.

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Virtual Classroom Technologies

Provision of virtual classroom software and support for synchronous online learning sessions.

Technical assistance for faculty and students participating in virtual lectures, discussions, and group activities.

Training on how to use virtual classroom tools effectively for remote teaching and learning.

IT Project Planning

Review project requests for suitability.

Support service users through requirements gathering and analysis.

Support service users through developing the Business Case for project approval.

Work with Business Project Manager to develop project plans.

Define and agree delivery timescales with Business Project Manager.

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Project Coordination

Facilitation of cross-functional teams and stakeholder communication.

Monitoring of project progress and adherence to deadlines.

Resolution of issues and conflicts to keep projects on track.

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Business Relationship Management

Building and maintaining strong relationships with university departments and stakeholders.

Collaborating with business units to understand their technology needs and priorities.

Advocating for IT services and solutions that align with the strategic objectives of the university.

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Engaging with the PMO

Any requests for project support should begin with completing the form at the following link:

If a project request involves the implementation of new software or chargeable external involvement, the PMO will request details of any funding in place to support the project.Ìý

Support for a business case can be provided but will be the responsibility of the requestor to prepare.

The PMO will also look to work with a Business Project Manager on definition and delivery of the project following approval.

Significant projects may require the creation of a Project Steering Group to oversee the project.

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Cybersecurity Services

Implementation and management of security measures to protect university systems and data.

Continuous monitoring of network traffic for suspicious activities and potential threats.

Incident response and recovery in the event of security breaches or cyber-attacks.

Security awareness training for faculty, staff, and students to promote best practices and prevent security incidents.

Classroom Technology Support

Installation and maintenance of audio-visual equipment in classrooms and lecture halls.

Training on the use of AV technology for instructional purposes.

On-site support during classes and events to address technical issues and ensure smooth operations.lecture

Lecture capture support and filming for online courses.

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Event Support

AV setup and support for conferences, seminars, and special events hosted by the university.

Coordination with event organisers to understand requirements and provide appropriate solutions.

Troubleshooting and emergency assistance to minimise disruptions during events.

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Media Production

Video recording and editing services for lectures, presentations, and promotional materials.

Audio recording and podcast production for academic content and special projects.

Multimedia development to enhance the visual appeal of educational materials.

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Facilitate the identification of suitable solutions that align with the academic, administrative, and research objectives of university departments and units.

Provide expert guidance and support throughout the selection process.

Work with the Procurement department in the procurement process, including vendor selection, purchase order generation, and contract management, to expedite the acquisition of approved applications.

Facilitate vendor demonstrations, trials, and proof-of-concept evaluations to enable informed decision-making by stakeholders.

Provide ongoing support and consultation to university departments regarding licensing, renewal management, and vendor relationship management.

Monitor emerging technology trends to continuously assess the effectiveness and relevance of existing solutions and recommend updates or replacements as necessary.

For most of the key systems, IT will look to work with the following roles in the user team:

Product Owner: The colleague that represents the business interests and requirements for the application. They may have authority over the application's usage, budget, and overall strategy within the university.Ìý

Subject Matter Expert (SME): The colleague that has knowledge and expertise in the area relevant to the application. They provide guidance on the functionality and requirements based on their operational knowledge.Ìý

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The chart below details the services currently provided by IT per major business application:

Configuration - IT provide basic application configuration services such as user interfaces as well as the implementation of software updates and upgrades.

Interface - IT provides systems interface development and support, either internal or 3rd party.

Supplier Mgt - IT account manage the software supplier and represents ÌÒ×ÓÊÓƵ on negotiations and discussions.

Procurement - IT either directly procures the software on behalf of the University or supports the user team through the procurement process.

Best Practice - IT provides expert guidance on how to fully leverage the applications and use it to maximum effectiveness.

In addition, IT provide support and escalation on all applications where requested, such as managing service incidents on behalf of the university.

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