ITR Services Charter
Overview of services and provision
Information Technology & Resources (ITR) is an office of the University Services Division and is comprised of 5 specialist units, IT Services & Support, Videoconferencing and Audio Visual Services, Information Systems and Architecture and Communications Systems and Architecture and Computing Systems and Architecture which incorporate infrastructure support for High Performance Computing and eResearch Centre. These units provide infrastructure and systems management support for Teaching and Learning, Research and Innovation and Enterprise Management and Information Systems.
Each unit supports services provided by the Business Units of the University to our clients, the staff and students from all areas of the University community, affiliate organisations of the University including but not limited to Cooperative Research Centres (CRCs), Colleges and Halls of Residence, Student Association and wholly owned subsidiaries of James Cook University.
Some services are supplied direct to clients. These services are listed below with their contact point:
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• Audio Visual equipment loans |
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• Videoconference bookings and training |
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• Phone purchases and changes |
It is a Divisional goal to provide a single service contact point through InfoHelp, a unit of Library & Information Services. All services are supported by a three tier support structure:
InfoHelp, who provide Primary support to clients in person or via the web, phone or email.
ITR Helpdesk or Services and Support staff, who provide Secondary support for calls referred by InfoHelp or logged directly.
ITR Operations and Systems staff, who provide Tertiary support for calls referred by ITR Helpdesk or Services and Support staff.
The Office advertises, where possible and appropriate, outages and changes to services provided to clients. Notification of outages and changes to service are provided by bulletins posted to the JCU News and Events Web page and by direct mailing to IT Support staff and clients. Clients can receive these bulletins by subscription or RSS feeds.
ITR staff strive to provide the best possible service, making best strategic use of available resources. An ITR Status Report can be obtained 24 hours a day by dialing +61 7 4781 6555.
Most services are provided and supported from Central Operating funding (COS funding) and grants. In some instances, either where insufficient COS funding is available or it is policy to charge to ensure equitable and appropriate use of a service, charges are passed on to clients. In particular these services are:
Phone charges; call charge and mobile rental components
Handset and Cabling for voice services; small jobs are managed internally and the equipment and upgrade component recovered. For larger jobs ITR staff organise contractors and pass on the contractor charges.
Australian Academic Research Network (AARNet) NetAccess charges; traffic component.
Audio Visual equipment loans; equipment replacement charge.
Videoconferencing charges; equipment and call charge recovery component.
External account provision; visiting and honorary staff and affiliate organisations eg CRCs, Colleges and Halls of Residence, Student Association.
Responsibility for the day to day running of ITR is vested in its Director, who is responsible to the Deputy Vice-Chancellor (University Services) and Registrar. Services, policy and charges are the responsibility of the Director, who continues to negotiate supplier and partner arrangements to best meet the ongoing Information Communications Technology (ICT) requirements of the University. The Director also maintains committee memberships, affiliations and agreements, as appropriate and required, to meet the objectives of the Office, the Division and the University.