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More and more, our work at ANU depends on the ubiquitous use of information
services: computers, networks, communications technology, online environments,
scholarly resources and enterprise systems. For the most part, we seamlessly
integrate them into our work practices. But when these services don’t work, who
do you turn to for help?
ANU provides a number of dedicated services and specialist support staff to
assist you with the use of information services in your work.
Local IT Support Staff
Local IT Support Staff (LITSS) provide face-to-face support for staff around
the University. Each area (college, faculty, centre or division) is responsible
for arranging its own LITSS and some areas also employ an IT Manager to
supervise local IT staff. The responsibilities of LITSS include resolving
computing, networking and printing problems in a given area, and advising and
training staff in their use of IT for University work. For most staff, your
LITSS will be your first point of contact for IT issues.
A list of areas and the Local IT Support Staff who support them can be found
at
http://information.anu.edu.au/litss
AskANU
AskANU provides a comprehensive central contact point for assistance with
Information Services. AskANU comprises three main avenues of support:
over-the-phone, online and in-person.
1. Over-the-Phone Support – 612 59666
The AskANU Call Centre provides over-the-phone assistance with internet,
email, printing, lecture theatres, phones, computers, ESP and password resets,
as well as many other IT problems.
This is also the number to call if you encounter problems while teaching. You
can receive immediate assistance with equipment in teaching spaces and in many
cases problems can be resolved over the phone.
The AskANU Call Centre also staffs the ANU Switch, taking calls for the main
inbound number for the ANU (612 55111) as well as transferring internal calls.
Call types range from general enquiries about the University to transferring a
call through to a requested person.
The AskANU Centre operates 8am-6pm Monday to Friday.
The Helpdesk system has a web interface. Any member of the University can log
into the system and submit a request for assistance. Staff monitor these
requests and will contact you with a solution. You can revisit the online
Helpdesk at any time to check on the progress of your job and to be provided
with or provide additional information.
3. In-Person Support — AskANU Desks in Hancock and Chifley
AskANU is a combined Library Information and IT support service. AskANU
Consultants can be found at the Information Desks located on level 2 in the
Chifley Library, and on level 1 in the Hancock Library.
Consultants provide face-to-face assistance with internet, email, printing,
passwords, Information Commons computers and applications, as well as any other
IT problems. Consultants are also able to assist with basic library enquiries.
- J.B. Chifley Building: Mon–Thu 9am–7pm, Fri 9am–6pm, Sat/Sun: 1–5pm.
- W.K. Hancock Building: Mon–Fri 11am–2pm.
- An on-call service to Music, Art, Menzies and Law operates when students
need assistance in those Libraries. This service operates 9-5pm, Monday to
Friday and can be accessed by asking at the Information Desks in those
libraries.
AskANU can be contacted on 612 54428 or
ask@anu.edu.au
Providing Feedback on ANU Information Services
We welcome your feedback on Information Services at ANU at any time. Your
comments help us to improve our services and ensure that they are fulfilling the
needs of the University community. Please email your comments to
feedback@information.anu.edu.au
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