The University uses Microsoft Exchange to provide staff with a University email account. This service provides users with access to email, contacts and tasks through a client such as Outlook or through online access of the Outlook Web App. It is compatible with most mobile and tablet devices.

University email accounts include the ability to use and share Calendars, Tasks, Contact and email. Email accounts are accessible using Microsoft Outlook, smart phones and web browsers. You may access email from within the University or from any device with an internet connection.

What should I expect?

Key metrics	Target
We aim to respond to service requests:	within 2 working days
We aim to complete this request:	within 6 working days

How do I request this service?

To request this service please log a service request through the ICT Self Service Portal.Select ICT Services > UniKey and account management > General Request.

You can also obtain further information about ICT Services by contacting the ICT Helpdesk on +61(2) 9351 6000 (x16000).

How do I get more information?

For information on managing email and calendar, visit the ICT Ask Sydney- email and calendar FAQs. You can also obtain further information about ICT Services by contacting the ICT Helpdesk on +61(2) 9351 6000 (x16000).

This service provides staff with support for their University email account and includes:

• Setting up basic features or basic rules in Outlook tailored to your needs.
• Restoring email.
• Solving problems related to the functioning of your email account.
• Adding a mailbox (such as a role-based account) to Outlook.

What should I expect?

Key metrics	Target
We aim to respond to break/fix requests:	within 3 hours
We aim to respond to service requests:	within 2 working days
We aim to complete this request:	within 6 working days
Disclaimer:	Restoration of an email item deleted more than 1 week prior may take additional time to restore. Each request for restoration should have only one restore point date to expedite the process.

How do I request this service?

To request this service please log a service request through the ICT Self Service portal. Select ICT Services > UniKey and account management > General Request.

You can also request this service by contacting the ICT Helpdesk on +61(2) 9351 6000 x16000).

How do I get more information?

For further information on email and calendar, visit the ICT Ask Sydney- email and calendar FAQs.You can also obtain further information about ICT Services by contacting the ICT Helpdesk on +61(2) 9351 6000 (x16000).

Cloudstor allows you to share files of up to 100GB in size with users inside of the University as well as external.

How do I access this service?

Go to the Cloudstor website, click Logon and select The University of Sydney in the dropdown box under Select your identity provider. If you check the Remember my choice box underneath, you will only have to do this once.

Log in with your UniKey and password

How do I get more information?

For more information about this service, please visit Ask Sydney- ICT.

This service includes the provision of new mobile handsets and either a new University mobile number or the transfer of existing University mobile numbers. This service also provides mobile phone account management, as well as technical support and assistance.

The service includes:

• Advice on available handsets to meet users' needs
• Provision of a new mobile handset
• Transfer of existing University mobile number to a new SIM card
• Connection of a new University mobile number, including voice and data
• Facilitation of delivery of goods and services purchased
• Arrangement of mobile phone and SIM activation
• Post-delivery technical support and assistance

What should I expect?

Key metrics	Target
You will receive a response:	within 2 working days
We aim to complete this request:	within 7 working days
Disclaimer:	A mobile handset cannot be ordered until appropriate approval is received by your head of department. Delivery time is dependent upon availability of goods by vendor and location of delivery address by courier.

How do I request this service?

You may submit your request by filling out the online form for transferring an existing number and ordering a new handset.

You may submit your request by filling out the online form for ordering a new mobile handset and a new phone number.

How do I get more information?

For more information about this service, please visit Ask Sydney- ICT/Mobile Phones.

For preferred models of handset, check the 'How do I order a new mobile phone?' answer at Ask Sydney-ICT.

This service includes the provision of a new University phone number to be used with existing handsets and the transfer of mobile accounts to the University of Sydney Mobile Account, and/or the transfer of the University Mobile account onto the user's personal account.

The service encompasses Optus and other network carriers such as Telstra or Vodafone.

The service includes:

• Advice on available mobile services, including voice and data
• Provision of a new mobile number
• Facilitation of delivery of goods and services purchased
• Arrangement of SIM activation
• Post-delivery technical support and assistance

What should I expect?

Key metrics	Target
You will receive a response:	within 1 working day
We aim to complete this request:	within 7 working days

How do I request this service?

You may submit your request by filling out the online form for ordering a new mobile number for an existing handset.

How do I get more information?

For more information about this service, please visit Ask Sydney- ICT/Mobile Phones.

ICT will arrange for a USB dongle or data SIM card. This service also includes the transfer of the service to the new SIM card.

This service includes:

• Advice on SIM card required based on device
• Provision of a data SIM card
• Facilitation of delivery goods and services purchased
• Arrangement of SIM activation
• Post-delivery technical support and assistance
• Management of assets and services

What should I expect?

Key metrics	Target
You will receive a response:	within 1 working day
We aim to complete this request:	within 7 working days

How do I request this service?

Please submit your request to ICT Helpdesk on +61 (2) 9351 6000 or send an email to support@sydney.edu.au and include the type of advice the data service is required for, RC and Project Codes, delivery address and your Head of Department/Supervisor's name and email address.

How do I get more information?

For more information about this service, please email ict.provisioning@sydney.edu.au.

This service includes provision of a replacement mobile phone/SIM card for an existing University mobile number, for lost mobile phones/SIM cards and for mobile handset upgrades requiring an updated SIM card type.

ICT will arrange for the suspension of the lost service and device, and replacement of the mobile phone and SIM card. This service also includes the transfer of the service to the new SIM card and handset activation.

The service includes:

• Suspension of mobile service
• Blocking of lost or stolen handset IMEI
• Provision of replacement SIM card
• Advice on required SIM card to suit handset type
• Provision of replacement handset
• Facilitation of delivery of goods and services purchased
• Arrangement of replacement SIM and handset activation
• Post-delivery technical support and assistance
• Management of assets and services

What should I expect?

Key metrics	Target
You will receive a response:	within 1 working day
We aim to complete this request:	within 7 working days

How do I request this service?

To request this service, please submit your request to ICT Helpdesk on +61 (2) 9351 6000 or send us an email to support@sydney.edu.au.

How do I get more information?

For more information about this service, please see the 'What if my iPhone is lost or stolen or needs replacing?'answer on Ask Sydney.

We will provide technical support and assistance for mobile and smart phones, including troubleshooting and diagnosing hardware and software problems for ICT supported handsets. We can also arrange repairs for mobile phones covered under a warranty period.

Handsets that have been purchased through ICT Mobile Procurement, such as the iPhone, BlackBerry, Samsung Galaxy and Nokia C5 will be supported.

What should I expect?

Key metrics	Target
You will receive a response:	within 2 working days
We aim to complete this request:	within 5-6 weeks
Disclaimer:	Time of resolution is dependent on external vendors who undertake the repairs. Depending on the complexity of the problem, the time required to resolve it may vary significantly.

How do I request this service?

To request this service, please log into the ICT Self Service Portal.

You can also request this service by contacting the ICT Helpdesk on +61 (2) 9351 6000 (x16000).

How do I get more information?

For more information, please contact your relevantIT Manager.

This service allows you to reset your voicemail PIN for any phone on the University Network.

The ICT Helpdesk will reset the PIN used to access voicemail messages on a University fixed-line CISCO IP phone. Requests to reset voicemail messages on all other phones will be escalated to the Voice Services team.

What should I expect?

Key metrics	Target
We aim to complete this request:	within 1 working day

How do I request this service?

You can request this service by filling in the Telephone Work Request online form.

How do I get more information?

You can obtain further information about ICT Services by contacting the ICT Helpdesk on +61 (2) 9351 6000 (x16000).

This service provides staff members with the ability to create a blog or wiki and have other staff, students, identified members of the public or the general public to read or contribute content.

The current service allows:

• Staff to create blogs and wikis for communication to other staff. This is a SharePoint-based solution.
• Staff to create blogs for communication to other staff, students, or the general public. To see the blog solution, please visit the Blogs page on the University website.

What should I expect?

Key metrics	Target
You will receive a response:	within 4 hours
We aim to complete this request:	within 3 working days
Disclaimer:	Public blogs need to be approved by Marketing and Communications, and are not included in the resolution times.

How do I request this service?

To request this service, please log into the ICT Self Service Portal.

You can also request this service by contacting the ICT Helpdesk on +61 (2) 9351 6000 (x16000).

How do I get more information?

For more information, please contact your relevantIT Manager.

This service provides staff with specific or custom SharePoint sites that support a variety of business functions. These sites may be supporting:

• Business processes
• Creating a specific collaborative environment
• Management of specific type of content
• Any combination of the above

As the sites are customised, the service will depend on the requirements but is expected to include design, implementation and testing phase consistent with any development activity.

What should I expect?

Key metrics	Target
You will receive a response:	within 2 hours
You will receive costing estimates:	within 2 weeks of supply of requirements
Disclaimer:	Development of specific sites may be undertaken through a combination of resources including external vendors. Some customisations may not be implementable due to technical or planning incompatibilities. Large customisations may take longer to estimate and may require a specific design or tendering processes. Options for users to develop themselves will be considered, however costs for validation and confirmation may still need to be charged. Support implications on custom implementations will be considered on a case by case basis.

How do I request this service?

To request this service, please log into the ICT Self Service Portal.

You can also request this service by contacting the ICT Helpdesk on +61 (2) 9351 6000 (x16000).

How do I get more information?

For more information, please contact your relevantIT Manager.

This service provides staff with standard SharePoint sites that allow users to manage their own site, develop and share content, and maintain records for the following:

• Sharing documents and calendars
• Team discussions
• Tracking and scheduling tasks
• Documenting issues
• Conducting surveys
• Creating custom forms and automated business workflows
• Maintaining security
• Writing blogs
• Editing wikis

ICT provides training, issue resolution and the set-up of a standard site, as well as access to a standard set of functionality.

What should I expect?

Key metrics	Target
You will receive a response:	within 2 hours
We aim to complete this request:	within 2 working days
Identification of a non-standard request will be provided:	within 4 working days

How do I request this service?

To request this service, please log into the ICT Self Service Portal.

You can also request this service by contacting the ICT Helpdesk on +61 (2) 9351 6000 (x16000).

How do I get more information?

For more information, please contact your relevant IT Manager.

This service provides consultation and advice on the use of SharePoint.

In particular, it involves user training and ad-hoc advice and answers to questions as they arise.

What should I expect?

Key metrics	Target
You will receive a response:	within 2 hours
We aim to complete this request:	within 5 working days
An onsite visit will be attended:	within 3 working days- subject to your availability. We will schedule a suitable time with you.
Disclaimer:	Advice is limited to 2 hours. Additional consulting may attract charges. Ad-hoc questions should be raised via Helpdesk.

How do I request this service?

To request this service, please log into the ICT Self Service Portal.

You can also request this service by contacting the ICT Helpdesk on +61 (2) 9351 6000 (x16000).

How do I get more information?

For more information, please contact your relevantIT Manager.

This service provides support for a range of conferencing services which enable staff and students at the University to participate in virtual lectures, meetings and presentations in real time.

This includes:

• Video, web and data conferencing
• Systems design & installation
• Booking facilities
• Set-up
• Instruction and user support

What should I expect?

Key metrics	Target
We aim to set up and test video conferences:	within 5 working days
We aim to create web conference logins:	within 2 working days
We aim to respond to requests relating to design, procuring or installing video conferencing technology:	within 2 days
We aim to respond to faults with an active conference:	within 30 minutes

How do I request this service?

To request this service please log a service request through the ICT Self Service portal.

You can also request this service by contacting the ICT Helpdesk on +61(2) 9351 6000 (x16000).

How do I get more information?

You can obtain further information by visiting the ICT Audio Visual website or by contacting the ICT Helpdesk on +61(2) 9351 6000 (x16000 menu option 2).