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

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