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Home  »  Services  »  Information and Communication Technologies Area (ATIC)  »  Users' attention  »  Catalogue of services

Catalogue of services to help users

Through the centralized attention system users can notify their incidents. The technicians assigned  will solve them, either in the USC facilities where the equipment is located or in the ICTA premises in priority and chronological order. The hardware that each member of the university community borrows varies according to the needs of each group and to the university internal organization.

Notification of incidents can be done:

  • Via the web site of the service: http://www.usc.es/cau. In this way, the incident is directly processed 24 hours a day. Response time will depend on the workload of the technicians assigned to it
  • Via telephone, on 55555 from 8 a.m. to 22 p.m. Once the incident is communicated, it will follow the process equivalent to being registered via the web application
  • Via e-mail to the address cau@usc.es including all the necessary personal data for user location and a description of the problem, inquiry or request.

In this field, it is important to emphasize the significance of the use by the user of the web site as primary communication channel.

Notification of incidents via the web is not very used; nevertheless, it allows to improve the response, since the problem is quickly displayed, a precise description is obtained and allows for a more efficient attention, since it is directed, without telephone calls, to the technicians or necessary hardware.

The so-called call centre must be used only if the telematic communication is not possible (unavailable access to the net), or, exceptionally, because of the complex description of the incident. Telematic attention does not imply more time of attention, since this channel is attended directly "online".

Anyway, both with the redistribution of the human resources mentioned above and with the improvement and extension of the technical equipment, the functionality and user attention will be increased, with the only objective of reducing the response time.

We will classify the services according to the different university community groups:

a) Teaching and Research Staff and Administration and Service Staff

  1. User computer equipments (HW + SW)

    • Technical assistance for software problem-solution, including operating systems, applications, computer-based and corporate programs. The support is limited to the programmes provided by the different Campus permissions managed by the ICT Area; provided that the Area is responsible for them (for example UNIXEST is currently in charge of the support of XESCAMPUS). Support is not given to server applications or to Unix.

    • Technical assistance for technical problem-solution of user equipments, provided that they belong to the USC. The diagnosis of the incident is developed and this is repaired, but the cost is charged to the user.

    This assistance includes the support to the equipments of the Computer rooms and the Traditional Teaching Classrooms, both for their free access and for teaching, for which centres should, in advance (in general before the beginning of the academic term), transfer to the Area the planning of the necessary teaching tools to be used. It is necessary that the centres establish free time for maintenance and exploitation tasks by the Area.  

    In the case of Virtual Campus applications, support is given by the staff of the CeTA.
    in the case of library applications, support is given by the General Library staff.

     

  2. Software Distribution
    The ICT area offers to act as intermediary in the management of the purchase of software by different groups of the university community and it manages directly the assignment of basic software permissions for the university community. The offer of software is limited to the most used applications but it is yearly reviewed according to the demand. This service has a special interest for the TRS although it is provided to all the university community. The use of certain programs by the students is limited, due to economic reasons, to their use in the computer rooms. 

    Among the services offered are the following:

    • Contacts with the distributing companies for the purchase of licences.
    • Management of licences.
    • Management and distribution of hardware (Copies of CD).
    • Budget request by the university community members.
    • Maintenance of servers with the software available to the university community.
    • Maintenance of licence servers of products offered in this modality.
    • Maintenance of the web with the information of the products offered and installation and use instructions.
    • To act as speaker with the companies in order to solve the problems derived from the installation and use of this software.
    • General technical assistance against viruses and “spyware” mainly.
     
  3. E-mail
    This service comprises the following aspects:
    • Management of users.
    • Specific technical assistance via the e-mail.
    • Access via the web. It includes the service of file transfer and management of centralized addresses.
    • Management of the server of e-mail lists.
    • Virus control.
    • SPAM control.
    • Management of incidents (improper uses of the e-mail, attacks, etc.)
     
  4. Web service
    The corporate web of the USC is managed by the ICT Area. This technical hardware includes the servers of service, department, faculty sites, etc. The maintenance of the information does not reside in the Area, since it is a responsibility of the University Information and Communication Area. The hardware of the university community members is exclusively restricted to the technical field for the publication of contents, and not for its development or design. 

     

  5. Storage services and news
    These services of less importance due to the number of users are provided by the ICT Area. The technical support of its users is also their responsibility:
    • FTP service for file exchange.
    • Space on shared disk for department uses.
    • Services of NEWS redistribution.
     
  6. Service of connection to the data network
    • Management of connections: registrations, withdrawals, modifications, breakdowns.
    • Management of the connection infrastructure: acquisition and renewal of active equipments of the data network. Maintenance and technical support.  
    • Management of security incidents: misuse of the network, fraudulent exchange of files, etc.
    • Management of the IP addressing.
    • Management of DNS.
    • Technical assistance and support to users in specific problems of the data network.
    • Management of remote connections (telephone accesses).
    • Management of centralized security systems: firewall, intruder detectors, etc.
    • Management and administration of the wireless network.
    • Centralized purchase of equipment.
     
  7. Connection service to the voice network
    Basic telephone service and its services of added-value are responsibilities of the ICT Area. This is rendered in a centralized way and includes -among others- the following benefits:  
    • Basic , fixed and mobile telephone service. It includes the registration of the telephone extension, equipment management and maintenance, supply of the terminals
    • Management of the necessary contracts with the telecommunication operators for the USC network interconnection with the telecommunication networks
    • Service of centralized pricing for each spending centre
    • Management of the USC phonebook
    • Development of projects and management of the work to extend the USC wire network
    • Videoconference service
    • Automatic operator

    Services rendered to ASS are similar to those offered to the TRS, although a complete hardware and software support is offered. Regarding the ASS, because of the typology of work developed by the user, limits in the use of the computer equipments are established because the applications and utilities provided in the management are defined exclusively by the ICTA itself, according to the needs of the USC. In the case of the TRS, who may require specific applications or systems of a great diversity, the complete assistance of hardware and software is not possible.

    Related to the above mentioned, the ASS, do not need to use scientific software managed in a centralized way so that the software distribution service does not have a great importance in this group.

 

b) Students

In this case the range of services is more limited because of the impossibility of assisting a group exceeding 30.000 people nowadays.

  • Technical assistance in problem solution of the wireless connection
  • User management and support for the use of online services (secretary office, virtual campus, e-mail, etc.)
  • Sending of grades and information via SMS
  • Search of information through the 4B network cash-points
  • Software distribution
  • E-mail and space in virtual disk
  • Integral hardware and software support in the Computer Rooms

Your personal equipments will not be given support.

Regarding the use of the Virtual Campus, it will be assisted by the mechanism established by the CeTA.

Regarding the use of the Virtual Secretary Office services (registration, reservations,...) the technical support will be provided by the responsibles of  that application, who generally will be the own ICT Area, although in specific cases it will be provided by other units of the USC or even external companies. The hardware for the handling and use will be provided by the responsible units of the services or applications.