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Service Name: Computing Support, The Commons

Description:

The Commons is a partnership between Computing and Communications, the Queen Elizabeth II Library (QEII Library), Distance Education and Learning Technologies (DELTS), and the Writing Centre. The Commons provides access to print, computer, and technology resources with the support and expertise needed to help students, faculty, and staff use these resources. (is print referencing pictures, patterns, docs, etc or printer/printing process?)

The Computing Support area of The Commons provides support for a number of applications including Microsoft Office Suite (Word, PowerPoint, and Excel). Clients can receive assistance with the formatting of word documents, preparation of presentations, printing reports, etc.

What's included:

  • Support for office products such as Microsoft Office and Open Office.
  • One-on-one tutoring.
  • B&W printing and support.
  • Labnet Account generation and renewal.
  • Desire2Learn support.
  • Assistive/adaptive Technology support.
  • Classroom application student support sessions.
  • Wireless set-up.
  • General inquires support

How to request this service:

Computing Support Desk
Main Floor – QEII Library
Tel: 709-864-6159
http://thecommons.mun.ca/dmc

Who can avail of this service:

  • All faculty, staff and students of MemorialUniversity. However, undergraduate students are the primary users of this service and are given priority

Out of Scope:

  • Staff will assist clients with projects, but the majority of the work is expected to be completed by the client.
  • The Computing Support Desk reserves the right to refuse to help people who are working on commercial projects.

Availability:

Cost:

  • There is no cost to avail the support services.
  • Black & white printing cost 5 cents/page.

Response Times:

  • Most issues are usually dealt with promptly within 10 minutes at first point of contact. Any issues that require secondary support are referred to the C&C Service Desk in Henrietta Harvey Building.
  • Wireless setup average wait time is 15 minutes with about 10 minutes setup time.
  • One-on-one tutoring service availability varies from semester to semester. Booking can be done by visiting The Commons online booking utility at http://thecommons.mun.ca/booking

Processes and Tools:

  • Clients can request assistance from The Commons Computing Support Desk.
  • C&C Service Desk (Remedy) tracks and manages incidents

Accountabilities and Key Roles:

  • C&C Client Relationships staff provide computing support assistance.
  • DELTS staff provide Desire2Learn support.
  • Student staff provide computing support assistance

Key Performance Indicators:

  • Number of logins per day.
  • Number of clients helped per day.
  • Number of pages printed per day

Revision: March 2014
Service Owner: IT Supervisor, The Commons

 

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