Staff Desktop Support (General)

This service provides computing support for desktop computer, notebook computers, printers and other peripheral devices and includes:

• Desktop, notebook and peripheral configuration, installation, security, maintenance and support.
• Software installation, security, maintenance and support.
• Network printer installation, maintenance and support, including printer queues and access rights.
• Advice and assistance with desktop computer lifecycle management (procurement and disposal).
• Assistance with developing IT equipment turnover planning.

Support for PC and Laptop, (Macintosh, Linux/Unix, Windows) staff desktop computing environment for ICT clients at the Fraser Coast, Springfield, Stanthorpe Wine College and Toowoomba campuses.  ICT is progressing on implementing a Standard Operating Environment for hardware and software that encompasses:

• PCs owned and purchased by USQ.
• Purchased from a preferred hardware vendor.

Other support services offered are: Hardware and Software support, Managed Operating Environment, Provision of hardware and software, Professional expertise, Dial-in, Virus Protection, Application Updates, VPN, SPSS, Medical Director, Interface to USQ First Line Support, Asset management, and support services documented in Desktop Service Level Agreements.

 8.00am - 5.00pm Monday through Friday.

• Support requests can be logged with the ICT Service Desk at any time or by phone (extn 1900) during working hours.  The ICT Service Desk is located in 
  E Block at the Toowoomba Campus.
• Alternatively you can log a support request online through ICT Self Service where you can view all issues and their associated histories, logged in your name.
• After hours support is available for some critical systems.

• Staff can expect an immediate response to a critical request for support
• Staff can expect a response to an urgent request for support within 30 minutes.
• Staff can expect a response to a standard request for support within 4 hours.

Priorities are assigned as per our Impact and Urgency matrix.

• All USQ Staff
• Visitors