About IT Support - Technical Services

The IT Support Department has a central role in the planning and management of information technology support services to both the academic and administrative computing services and facilities of the Faculty of Information Technology.

The Department provides and maintains computing, communications and related technological support services and infrastructure for the teaching, research, administrative and technical staff and students of the Faculty to foster an efficient and effective computing and IT teaching/learning environment. It is required to provide responsive client support consistent with the Faculty's leadership role and aspirations.

Headed by Director of Technical Services, Muhamed Bekir, the Department has four organisational Units with approximately 30 staff.

Units within IT Support are:

Client Services

We are the primary (first tier) contact and technical information source  for all Faculty related computer related issues.  Got a hardware or software problem? Contact the Online Service Desk. 

Responsibilities of Client Services:

• Administer the Online Service Desk
• Creation and maintenance of staff user account information, including Novell and email accounts
  Connecting staff computers to the Monash network
• Software installation and troubleshooting
• Hardware set up and maintenance
• Desktop application support
• Lab set-up for teaching requirements including training courses and conferences
• Upkeep of printing facilities

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Technical Operations

We work closely with Client Services and provide behind the scenes computer systems maintenance and second tier technical support.

Responsibilities of Technical Operations:

• co-ordinating and ensuring the responsive provision of IT, communications and office equipment
• technical support services to the schools, centres and administrative departments of the Faculty,
• managing day-to-day Faculty priorities and arranging for the equitable spread of services across the staff, students, facilities and campuses of the Faculty

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Online Services

We maintain the Information Technology web site and infrastructure as well as developing new web sites for Faculty Staff and researching new web technologies within Technical Services.

Online Services - Business Objectives

• Provide the most effective use of web technologies to communicate information to our customers
• Provide a formal online point of presence to support the core business.
• Provide a value added service that is delivered efficiently and accurately.
• Establish best practices for total quality service.
  

Online Services - Team Objectives

• Meet staff development needs to enable quality driven websites.
• To develop strategies for effective workflow
• Ensure high customer satisfaction and service reliability

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Data Services

We ensure that all information pertinent to Faculty staff and students is kept accurate, up to date and relevant.   The four components of Data Services are:

For Students:

• Allocate Plus Services - we maintain the student online tutorial allocation system. Allocate+ is a system that allocates students to tutorial and lecture classes creating an efficient, clash free timetable, while taking into account student tutorial preferences.
• Timetabling Services - we create and maintain all scheduled classes and room allocations for the Faculty.

For Staff:

• Data Integrity Services - we maintain Callista course units and generate reports for Faculty staff as required
• Callista Services - we monitor and maintain the new student administration data. Callista is an Oracle based software solution that services Universities’ Student Administration needs. The Callista package has over 20 modules including admissions, enrolments, student finance, organisational structure and security. 

Responsibilities of Data Services Unit:

• Maintaining Course and Unit details in the Course Structure & Planning module within Callista
• Fulfilling reporting requirements for academic and general staff within the Faculty
• Producing reports to verify the integrity of data within Callista
• Coordinating the Allocate Plus tutorial system and maintaining the Allocate Plus website
• maintaining, coordinating and updating the Faculty of Information Technology timetables for: Laboratories, Lecture theatres, and Flat Rooms. This responsibility extends to the Berwick, Caulfield, Clayton, Gippsland and Peninsula Campuses.

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