What the Help Desk cannot do

While the IT Services Help Desk will try to help with most computer-related problems, its essential functions are to support College staff, and to support student users in their use of IT Services facilities for coursework. There are four things which the IT Services Help Desk cannot provide for users:

Help with unsupported software
IT Services cannot offer any advice or assistance on software not on the list of supported software, except to assist users who wish permanently to convert their data to a format suitable for a supported application.

Help with personal computer equipment
It is not possible for IT Services to offer any help with hardware problems on users’ own computer equipment - this includes problems with connecting and configuring printers or other peripherals. The reason for this is that while College systems are configured with standard images and a finite list of supported software, individual computers represent an infinite array of potential configurations which IT Services does not have the resources to support. These should be treated just like any other domestic equipment: you can either take it to be repaired if it malfunctions, or you can put it on a maintenance contract with your dealer or supplier. With a new machine, the supplier should be prepared to offer basic advice about equipment set-up. Please do not ask the IT Services Help Desk to help you configure or repair a home machine, or to diagnose hardware problems.

Troubleshooting for software installation or configuration on home computers
For one or two site-licensed software packages IT Services provide specific instructions on home installation. However, the Help Desk cannot deal with any other matters relating to software installation or configuration on a computer at home. If you cannot find the appropriate information in the manuals, then your supplier is the appropriate recourse for such support. Also, all major software companies have Web sites, which often include information on common problems and their solutions.

Advice or assistance with connections to Internet Service Providers
The Help Desk cannot offer any advice about accounts with or connections to Internet Service Providers. You should consult the monthly Internet and computer magazines for advice. The Help Desk cannot deal with any problems relating to internet connectivity outside the College.