Tony Brett Head of IT Support Staff Services Oxford University Computing Services

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1 Tony Brett Head of IT Support Staff Services Oxford University Computing Services

2 Who? How Many? Where they work What they do Management Training The ITSS Register IT Committees ICT Forum Coordination & Communication OUCS Services for ITSS

3 Staff engaged in IT Support in Colleges, Departments, Central Units Some full-time, some part-time, some students All ages, all levels of experience, approx 10% annualised staff turnover

4 Approx 600 registered IT Support Staff (ITSS) Around 100 in Colleges Around 500 in departments (of which about 120 are OUCS) Approx 20 students work on OUCS helpdesk and as demonstrators

5 Colleges Departments / Faculties / Divisions Libraries Online catalogue, borrowing records etc. Many public terminals. Central Admin Business Systems (payroll, student records, HR, Estates etc) OUCS Backbone network, Infrastructure services ( , web, VLE, Helpdesk, teaching staff) Associated institutions Approx. 170 units Colleges financially independent 39 colleges, 6 permanent private halls Departments think they are! Depts organised into 5 academic and 2 service divisions with considerable autonomy

6 Local user administration Software advice, purchase, installation Design, supervise network installation, manage LAN, firewall etc. Install and administer Wi-Fi File, web, mail server purchase, install, management PC purchasing, installation, maintenance Supporting use of central services (OUCS, OULS, Admin) Front-line support for local users (and their laptops ) Manage other ITSS Participate in wider University activities, committees etc.

7 How do I get an account? How can I write formulas in LaTeX? And so on Can you open this Wordstar file? The internet is Broken! I forgot my password. Which Password? We re running out of IP Addresses Why can t I download MP3s? Can you recover this document? and can you network this building? I need to access this database So how do I back up my files now? Which computer should I buy?

8 Federated structure. No central management of all ITSS Divisional IT Committees. ITSS have different management depending on size and nature of unit. College Bursar, Computing Fellow Department IT Committee, Administrator Proper structure in larger units. E.g. OUCS, Physics, Engineering Line management often difficult in small units (especially Colleges) ITS3 will assist with career development, recruitment etc.

9 PRAC ICT Sub-Committee Colleges IT Committee ICT Forum ICTF Steering Group College IT Officers Forum IT Special Interest Groups Network Advisory Group

10 Informal but very useful!

11 University-wide register Joining requires senior person in College or Dept to approve Bursar or administrator Run by ITS3 The key to many services available to ITSS ITSS can manage details including passwords for users in their affiliated unit(s). Annual audit to ensure continuing validity

12 Vehicle for representation of ITSS in coordinated decision making Coordinated by ICTF Steering Group Decides direction of ITS3 Oversees big ITSS events such as Conference and IT Suppliers Exhibition Membership automatic for all ITSS Elects ICTF-SC from its members

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14 The steering group for ICTF Headed by ICTF Secretary Supported by IT Support Staff Services 6 elected members 3-year terms, yearly election of 2 members Up to 3 more can be co-opted for the remainder of the year Head of ITS3 and Head of ICTF also members

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16 Conference late June Plenary sessions and workshops 250 delegates One day event Suppliers Exhibition mid-december Organising outsourced to EML They pay us!

17 BBQs Posh Dinners Lunchtime surgeries But free lunches before seminars attract far more people!

18 ITS3 IT Support Staff Services Fast track to Registration and Helpdesk New IT Staff Induction sessions Regular seminars OUCS Briefings Technology Showcases Rich web resource ITSS-Restricted facilities Reviews Dept or College IT on invitation

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20 ITSS have fast-track access Advisors know if caller is IT Support Staff We will reset passwords etc. for users at request of their ITSS

21 ITSS Register All IT Staff Application form and recommendation itss-announce itss-discuss Newsgroups ox.it, ox.sig.* IRC Channel

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27 Introductions Organisation of IT in Oxford & Distributed ITSS Life at the Coal Face College IT Officer Computer Room Tour & Coffee IT Security Briefing (OxCERT) OXITEMS (RSS Feed Generator) ITSS Wiki, IRC, Talkshop and Mailing lists The ITSS Register OUCS Services Software, Training, Accounts IT Support Staff Services Committees, Groups, etc. ICTF Chair

28 We coordinate and buy this in or provide ourselves Saves travel and cost, builds relationships working together

29 For welcoming me to the UoR IT Supporters Conference