na vigte itservices enews...utilising the microsoft dynamics 365 crm platform, a service design...

ITServices eNEWS Issue 4 | February 2020

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1. CampusToolkitandSoftwareSessions

WelcometoourNewsletter

2.TheITServiceDesk,heretohelp

3.CustomerRelationshipManagement

4.NewTechnologyinTheHub

5.HaveyouupgradedtoWindows10?

6.ITServicesStaffAchievementAwards

The Hub Windows 10 Upgrade Awards

Customer Relationship Management

IT Service Desk

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Campus Toolkit and Software Sessions

ITServices eNEWSIssue 4 | February 2020

Visitourwebsite:www.ucc.ie/en/itFollowusontwitter:twitter.com/UCCITServices

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ITServices eNEWS Issue 4 | February 2020

Welcome to our latest Newsletter

DrGerardCulleyDirectorofITServices,UCCgerard.culley@ucc.ie

Iamdelightedtobringyouthefirsteditionofournewsletterfor2020.InthiseditionyoucanfindoutinformationaboutthenewtechnologiesweareusingtosupportlearningandteachinginThe Hub.WearealsodelightedtointroduceourSoftware Sessions,ourweeklyinformationalserieswhichiscurrentlyrunning.YoumightalsobeinterestedtofindoutmoreaboutsomeoftheworkourIT Service Deskisdoing.

Ihopeyoufindthenewsletterinformativeandengaging,ifyouhaveanysuggestionsontopicsyouwouldliketoknowmoreabout,pleasecontactdeirdre.keane@ucc.ie

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ITServices eNEWS Issue 4 | February 2020

ITServicesinconjunctionwithTraining&DevelopmentheldaCampusToolkitbriefingsessioninOctober2019.ThesessioncoveredavarietyoftopicsincludingDigitalStorageOptions,Office365,MicrosoftTeams,QuickminutesandITSecurity.AllpresentationsareavailabletoviewonPanoptoHEREDuetothesuccessoftheCampusToolkitSession,wehavelaunchedourSoftwareSessionsSeriesonJanuary23rd.Eachdrop-insessionwillbeonehourandmoredetailsareavailableherewww.ucc.ie/en/ittraining/softwaresessions/

Campus Toolkit Briefing, Pictured top (l-r): NiamhLynch,DeirdreKeaneandDeirdreO’KeeffeofITServices.Pictured above (l-r):SylviaCurranofHR,ChristopherMcElligott,LorraineMcLoughlinandNollaigRyanofITServices.

CAMPUS TOOLKIT AND SOFTWARE SESSIONS

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ITServices eNEWS Issue 4 | February 2020

THE IT SERVICE DESK, HERE TO HELPOur Service DeskTheITServiceDeskhandleawealthofqueriesandhelpsolveyourITproblems.In2018/19theServiceDeskloggedalmost18,000callswhichincludedrequestforservicesandITincidents.Did you know…Over4,000self-servicecallswereloggedlastyear.Youcancheckthestatusofyourcallandlognewones24/7onlineathttps://servicedesk.ucc.ie

FeedbackWewouldwelcomeanyfeedbackyouwouldliketoshareonourservice,pleaseemailhelpdeskfeedback@ucc.ie

IT Service Desk Team, pictured (l-r):MaireO’Connor,DavidDelaney,MarkWaldronHyden,TomHowling,NiamhLynch,ColmO’Mullane,JohnStout,KatieHorganandDylanMurray.

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ITServices eNEWS Issue 4 | February 2020

AspartoftheUniversity’s,Connected University Transformation Programme,ITServiceshasbeenworkingonacollaborativeprojectwithstudentsandstaffacross14servicestodeliversolutionsthattransformthewaystudentservicesaredelivered.

UtilisingtheMicrosoftDynamics365CRMplatform,aservicedesignapproachandanagiledeliverymodel,themultiyeardigitaltransformationjourneyhassofarseentherolloutofanumberofcrossfunctionalsolutions,including:acentralcasemanagementandknowledgebasesystemforallstudentservices,webenquiryandonlineself-serviceoptions.Youcancheckoutsomeoftheseservicesatwww.ucc.ie/en/ask/FormoreinformationonCRMpleasevisit:www.ucc.ie/en/it/services/crm/

Enhancing the Student Journey with Customer Relationship Management (CRM)

Pictured left: KevinHarringtonofITServicespresentingatthe2019HEAnetNationalConference.

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ITServices eNEWS Issue 4 | February 2020

• Throughoutthebuildingtherearetouch-screendisplays,whereyoucaninteractivelybrainstorm,presentorcollaborateusingapplicationssuchasMicrosoft Whiteboard.Manyofthescreensarealsoheightadjustable.

• ComingsoontotheHub-wirelesslyconnecttoanyscreenbycastingfromyourphoneorlaptopusingMirroring 360.Thistechnologyisalreadyrolledoutacrossmuchofcampus,whereuptofourpeoplecanconnectsimultaneouslytothesamescreen,makingcollaborationabreeze!

• Thescreensinallofthe36collaborationroomsaremountedonadjustablearmssothattheycanbeplacedinthepositionthatyouneed.YoucanbookthesecollaborativespacesviaResource Booker,oryoucanscantheQRcodeonthedigitaldisplayslocatedoutsideeachoftherooms.

• YoucancollaborateremotelywithanybodyusingarangeoftechnologiessuchasGoogleMeetandMicrosoftTeams.Formore,seeournewpageaboutVideo and Collaboration.

• Everythinginthebuilding,fromtheWiFi,tothephonesystem,totheaudionetworkhasbeendesignedtosupportflexibleworkingandlearning.Underpinningallofthisisamodernandsecurenetworkinfrastructurethatcancontinuetodeliverresponsivedigitalservicestoourstaffandstudents.

New Technology in The Hub

TheHubismuchmorethanajustanotherbuilding.WhendesigningthetechnologyandspacesforTheHub,thevisionwastodeliveraconnected,collaborative,flexibleandinnovativespacethatwouldsupportandenrichthecampuscommunity.ITServiceshasbeenatthecentreofdeliveringthisvision,implementingmanynewtechnologies.

Ifyouhaven’tvisitedTheHubyet,wehavetakensome360-degreeimagesofsomeofthenewspaces,sotakeaTOURnow!

Pictured above: StudentsandstaffusingthetechnologyintheHub.

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ITServices eNEWS Issue 4 | February 2020

Have you upgraded to Windows 10?On14thJanuary2020,MicrosoftendedtheirsupportfortheWindows7operatingsystem.ThegraphbelowgivesthebreakdownofUCCWindowsMachines.

What actions should I take if I have a Windows 7 PC/laptop owned by UCC?

Fordetailsonwhichdevicesaresupportedforanupgradepleasevisitherewww.ucc.ie/en/is/services/win7/

Pleasevisithttps://servicedesk.ucc.ieandchooseoption1,toeitherscheduleanupgradeorseewhattodoifyourdevice(s)cannotbeupgraded.

Ifyouwanttopurchaseanewcomputerpleasevisithttps://servicedesk.ucc.ieandchooseoption7fordetailsonhowtopurchasefromITServices.Pleasenote,ifyoualreadyhaveaWindows10laptop,youcanconnectthatuptoyourmonitorandkeyboardeasilywithasimpledevicecalledadock.FollowthepreviouslinkfordetailsonhowtopurchaseonefromITServices.

Machines should be upgraded to Windows 10 if supported, and where not supported should be replaced

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ITServices eNEWS Issue 4 | February 2020

STAFF ACHIEVEMENTSWeareveryproudthatthreeofourcolleaguesinITServiceswereawardedfortheirachievementsandservicetoUCCattherecentUniversityStaffAwardsandtheLongServiceAwardsceremonies.CongratulationstoourcolleaguesandalltheyhaveandcontinuetocontributetoUCC.

JerryBuckleystartedworkin1979inthefledglingComputerBureauasaTraineeAnalyst/ProgrammerandwithinashorttimewasmanagingtheimplementationofDobis/Libis,thefirstonlineLibrarysysteminthecountry.

ThisculminatedinhisappointmentasProjectManagerforanIBM/UCCStudyContract,whichwasworthover£1MtoUCCin1988.FurtherhighlightsweretherolloutofOfficeAutomation(firstemail,calendaranddocumentmanagementsystem)tocentraladmininearly1990s;leadingtheselectionandimplementationofITS,thecurrentstudentrecordssysteminlate1990s,andspearheadingthemovetoonlinestudentserviceswiththefirststudentportalin2004.

JerrywasappointedHeadofEnterpriseApplicationsin2002,andcontinuestoleadateamwhodelivercriticalbusinessandapplicationservicesacrossUCCadministration.

SineadisamemberoftheUserServicesteaminITServices.IfyouusetheNAS,youwillbeacquaintedwithSineadasshehasledthedaytodaymanagementandsupportfortheservicesinceshebroughtitintooperationin2008.ButherUCCcareerdidn’tstartthereasSineadfirstjoinedtheComputerBureauin1994asaTechnicalAdvisor,workinginthedepartmentsInformationCentrelocatedintheBooleBasement,providingsupportandadvicetouniversitystaffontheircomputingneeds.Progressingfromthatrole,SineadlookedaftertheUCCHomepageandwebsiteforanumberofyearsworkingcloselyalongsiderecentlyretiredWebmasterPeterFlynn.In1997shemovedtotheQuadWestWingtojointhenewSystemsAdministrationteaminRegistrarstoworkonthenewITSstudentrecordssystem.In2000shewaspromotedtotheroleofDeputyAdministrator.SineadreturnedtotheComputerCentrein2001totakeuphercurrentpostasITAnalyst.

Donal,alongstandingstaffmemberofITServicesteam,haswitnessedvastchangeinUCCcomputingthroughouthiscareer.StartingintheComputerBureauin1983,Donalinitiallyprovidedsupportforapplicationsrunningontheuniversity’scomputermainframes.HeworkedontheintroductionandsupportofwordprocessinginUCC,thatatthetimeuseddedicateddevicesandsoftwareandyearsbeforeMicrosoftOfficesuiteofprogramsbecameastandard.Donalplayedakeyroleintheuniversity’sadoptionandsupportofpersonalcomputers,theiroperatingsystemsandconnectednetworks,multipleversionsfromMS-DOS,Windows3.0throughtoWindows10,Corvus,NovellandTCP/IPandethernetnetworks,theInternet!Thelistislong.DonalwasappointedtohiscurrentpostofITAnalystIn2001andwasoneofthefirstmembersofateamdedicatedtosupportarapidlyexpandingestateofpersonalcomputersandtheirnetworkingacrosstheUniversity.Today,Donalalsoprovidessupportforonlineservicesandisalwaysavailabletoprovideadviceandsupporttohiscolleagues.

Sinead Horgan, awarded for 25 years of service

Jerry Buckley, successful nominee in the Outstanding Colleague category

Donal Kingston, awarded for 35 years of service

back to front page ITServices eNEWS Issue 4 | February 2020

Visitourwebsite:www.ucc.ie/en/itFollowusontwitter:twitter.com/UCCITServices