IT bulletin, September 2017

Welcome to the September 2017 edition of the IT bulletin. To ensure you are informed about the next edition join the mailing list it-update@bristol.ac.uk. You can subscribe by visiting the subscription request page in Sympa.

In this edition:

Top items

Maintenance activity and communications

 


Rise in the number of malicious phishing emails received by staff

We are seeing a large number of phishing / malicious emails. Most are being caught by Office 365 and marked as junk before reaching your inbox. In some cases these messages seem to come from colleagues within the University.

We are working to reduce the impact of these messages, and the likelihood that you will receive them. The most powerful tool against these attacks is informed colleagues that know how to spot and avoid these issues.

Some simple steps to avoid being a victim of this malicious emails:

  • Do not click on links or open attachments from unsolicited emails.
  • Do not enable macros on any document unless you are 100% sure that the document can be trusted.
  • Check who sent you the email, the ‘display name’ in emails can be easily manipulated to look like anyone, even a colleague. The true sender can be displayed in brackets in Microsoft Outlook. If you are suspicious, contact the sender via telephone or a new email message sourced from the address book.
  • Mark messages that are suspicious as junk/phishing.
  • Do not contact the IT Service Desk unless you have clicked on a link in one of these messages or supplied details.

For more information on protecting yourself from such attacks visit: http://www.bristol.ac.uk/infosec/email-threat/

 

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Microsoft Outlook email and calendarOutlook logo

The Digital Workspace programme aims to improve the way we communicate, collaborate and manage information through the phased implementation of Microsoft Office 365 tools and the introduction of associated new working practices for our community. Microsoft Office 365 provides us with a comprehensive and integrated range of tools which are compatible with many of our external partners, complementing our activities as a modern, agile and externally-focused university.  

If you aren't sure how to achieve something in Outlook, please start with our Outlook support and learning resources.

If you require technical assistance with a specific issue, please contact the IT Service Desk on 0117 428 2100 (internal 82100).

Information and support can be found via the webpage bristol.ac.uk/email.

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Looking to purchase a new IT service or solution?signpost

Thinking about buying or developing a new system with an IT element to it? If so, then speak to IT Services.

However large or small, hosted by a 3rd party or within the University, IT Services are here to help you make sure you choose the right solution.

We have recently updated our processes and documentation to make the process easier for you. The most important thing to do is talk to your IT Services zonal contact as early as possible or contact the IT Service Desk. IT Services can help guide you through our process and make sure that your service is secure and meets the standards we require within the University. We can also help you to pick a supplier if you need to go through the tender process. We work closely with Procurement and Strategic Projects and Programmes to ensure that the supplier is reputable and can provide you with the level of service you need.

The full process is documented on our New Service webpages so if you are thinking of buying or developing something new come and talk to us.

 

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New 24hr phone number for  IT support and emergency IT incidentsphone

The IT Service Desk is the first point of contact for IT requests and incidents. The team will help fix your problem or efficiently pass it to the most appropriate IT team to respond.

The IT Service Desk has recently changed their phone number  to 0117 428 2100 | internal 82100

Use this number 24 hours a day every day (except Christmas, Booking Day or New Year’s Day).  Emergencies will be escalated to the IT Services’ Emergency Management Team.

If you’re contacting IT Services by email, you should use the email address service-desk@bristol.ac.uk or even submit a request via the Service Desk tool. Please remember that you should provide as much detail as possible about the nature of the problem and the impact so a quick response can be provided. Emails are read between 8.00am and 5.30pm, Monday to Friday.

The out of hours phone support service, provided by NorMAN, can also deal with a range of general IT queries over the phone. Where the service is currently unable to resolve your query, a ticket will be raised and passed back to the IT Service Desk for investigation during normal opening hours.

The service offers 24/7 support over the phone which will allow you to:

  •  Report issues with services for escalation to our emergency management team or for staff to deal with first thing in the morning
  •  Get general computing advice
  •  Get support for login and password problems
  •  Get assistance with using common software
  •  Get advice if your account is compromised
  •  Get advice for working offsite

Please note that if you experience an IT problem you can check the IT Status page to see if the issue has already been identified or has been caused by planned maintenance.

Contact details can be found at bristol.ac.uk/it-services/contacts

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Lynda.comLynda logo

With over 2,000 users across the University and new HE-oriented content added frequently, Lynda.com is proving very popular with people who want to learn IT, technical, creative and other skills to enhance their careers, studies and interests.

We’ve extended our license for staff and research postgraduates for another year, so why not join them? 

For learning that is easy, convenient and mobile-friendly, sign in at http://www.bristol.ac.uk/it-services/learning/lynda

 

 

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Transfer of Bristol Online Survey (BOS) to Jisc

The transfer of the BOS service from the University of Bristol to Jisc is scheduled to take place during the week commencing October 2, 2017.

To enable the transfer of its database, BOS will be offline from the morning of Tuesday, October 3, for a period of up to 48 hours. During this time users will not be able to access BOS, and all surveys will be offline.

From Thursday,October 5, the service will be supported by Jisc.

Please note that the support email address and telephone number will change after the transfer. These will be advertised on the BOS website.

Users will be able to log in with the same usernames and passwords after the transfer, and should not notice any significant changes. All surveys and survey data will be transferred, and any surveys that were open before the transfer will be accessible to participants as soon as the service is restored.

 If you have any questions please contact the support team at bos-migration-support@bristol.ac.uk.

 

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Student satisfaction with IT services remains highcheckbox

Student satisfaction with IT at the University remains high, according to results from the: National Student Survey (NSS), Postgraduate Research Experience Survey (PRES) and YourBristolSurvey, (YBS).

The surveys indicated a high level of satisfaction with IT services and the desire to see improvements to Mediasite (Re/Play) and Blackboard.  For more details please see the news item.

 

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Self-service options

There are tasks which can be efficiently done by staff online allowing you to get the information, tools and services you need as efficiently as possible.

 

Using IT self-service formsself-service badge

Options include the ability to report an IT problem or requesting support (UoB only) and to view the progress of previously reported incidents or requests (UoB only) on the service desk system. Please note that you can set the priority of your request using the self-service form. These links can be found prominently displayed on the IT Services homepage.

A range of self-service forms (UoB only) exists for specific requests, which ensure efficient delivery to the relevant team.

 

Software self-service

The Software Center [sic] allows staff and postgraduate researchers to find and install software available to them on their University Windows computers. A version of this service also exists for Mac computers.

 

Password Reset tool

A self-service password reset tool is available, allowing staff to reset their password if they have forgotten it. This avoids the need for students and staff to visit the IT Service Desk. It also allows new staff to create a password without having to go to the IT Services Desk.

The reset uses the person's personal mobile number and email address stored in SITS or PIMS to allow the change. It is possible for all staff and students to use the service where this data is available.

 

Elevated User Rights (Admin Rights)

If you need something more than software available from the Software Center you can apply to have Elevated User Rights (EUR). EUR is available to full members of staff or postgraduate research student where there is a work-related need to install software or make other administrative changes to a University Windows computer that you have sole use of. For more information and details on applying for EUR visit: bristol.ac.uk/it-services/eur

 

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Maintenance activity and communicationsServer maintenance

 

Incident and request statistics

Monthly reports are produced providing details on incidents and requests handled by IT Services. These reports are available at bristol.ac.uk/it-services/contacts/incidentreports.

 

Upcoming maintenance

Details of upcoming maintenance work can be found via the IT status page.You can also subscribe to the IT maintenance calendar.

 

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Keep up-to-date with IT news

 

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Contacting IT Services

 

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