To provide, manage and support AV and IT facilities and systems in common user spaces on campus.
- AV and IT facilities receive regular maintenance to ensure reliability and good working order
- Pre-bookable technical support is available (subject to the resource) prior to the start of your session if required
- Emergency technical support available by telephone in the event of equipment issues during your session
- Technical staff based strategically around campus to provide rapid response, face-to-face support when required
- Remote management equipment is installed to allow the provision of efficient and effective technical support to supported rooms with minimal impact on events
- User instructions are provided either at or near to the teaching position in all supported rooms
- Rooms are fitted with telephones to enable users to contact us for emergency assistance
Anyone giving a lecture or presentation within a supported space that has been booked in advance with the University Timetabling Office.
Technical support: 08.30-17:00, Monday to Friday, excluding University closure periods
AV facilities: As per room/building opening hours
The “at risk” period is 07:00-09:00 every Tuesday. Further planned maintenance times will be publicised in advance if there will be a disruption to the service.
Level of Service
AV systems are checked and tested regularly to ensure functionality.
Support and Documentation
Support is available at http://www.ncl.ac.uk/itservice/teaching-rooms.
We endeavour to resolve all issues remotely in the first instance, in order to minimise disruption.
For any non-critical AV faults please report them via our online fault report form, available at http://www.ncl.ac.uk/itservice/teaching-rooms/faultreporting.
Enquiries or issues discovered in a teaching room that are not related to the IT or AV systems should be raised with the Estates Support Services (ESS) helpdesk either by telephone (7171) or via their website – http://www.ncl.ac.uk/estates/services/defect.
Additional support, as for all IT services, is available via the IT Service Desk on 0191 208 5999 or https://nuservice.ncl.ac.uk
All incidents relating to this service will be handled according to the Incident Management and Major Incident Management processes.
For pre-booked technical support (if you wish to have a member of technical staff available to give advice and guidance on the use of an AV system prior to an event):
- Ensure that you have the required room booked via the University Timetabling office (see http://www.ncl.ac.uk/timetable/room)
- Complete the online resource booking form (available from http://www.ncl.ac.uk/itservice/teaching-services/avbookings)
- A booking confirmation will be returned if we have the available resource to honour the request
- If you wish to cancel your request please inform us as soon as possible via email to firstname.lastname@example.org, stating your booking reference
For emergency technical support:
- Please call the emergency AV helpline on extension 82627 or the IT Service Desk on 0191 208 5999
Requests for any other aspect of the service should be made via the IT Service Desk on 0191 208 5999 or https://nuservice.ncl.ac.uk
All requests relating to this service will be handled according to the Request Fulfilment process.
It is the user’s responsibility to ensure that they have booked the space appropriately with the University Timetabling Office - http://www.ncl.ac.uk/timetable/room.
All non-emergency technical support must be pre-booked through the booking form detailed in the Request Process section.
We ask politely that, in the event of technical difficulties, users have attempted to read and follow the instruction documentation within the room prior to calling us for assistance.
In order for us to respond appropriately and efficiently to emergency support calls, please supply us with the following information when requested:
- A named contact for our team to report to on arrival (if not the person making the call) who will coordinate our activities within the context of the event.
- The room and building where the problem has occurred.
- A brief description of the problem.
- An assessment of the impact and urgency of the issue. For example, whether the issue must be resolved immediately or whether it would be more appropriate to attend during a scheduled break.
There is no cost provided the service is being requested for University business.