IT Support Information

IT Helpdesk support is available from 8am to 5pm Monday to Friday

Late cover during the holidays is by request only for IT classes.

Contacting the Helpdesk

The procedure for requesting support is as follows: 

  1. Email ithelpdesk@highlands.ac.uk with your request (in your Highlands College address book)
  2. An automated response will be issued to let you know that your request has been received
  3. One of the Technicians will see this job in the list and take ownership of it and see to the task

You will then be contacted by the Technician dealing with your job via the Request Ticketing system, and you can reply through this too, all via email. Once your job is finished you will receive a confirmation email telling you that your request has been resolved.

 You can of course still call us on Ext 8519 and a ticket will be created on your behalf for the job.

 For non support communication, you can still of course use the HC IT Support mailing list.

Before you call the Helpdesk

Before you place a call here are a few suggestions and troubleshooting tips.

Reboot your system:

Often this solves the problem. If you have the same problem multiple times per day and rebooting solves the problem then do call us and log the fault.

 

Resetting Student Passwords:

You should find this icon on your desktop

 If the icon is not on your desktop, you can find it located in K:\TUTORS\PWRESET 

 

Double click on this icon, and you will be prompted for a password (you should know this)

Type in the Student logon ID and press OK. The student NETWORK password will automatically be unlocked and reset back to password, do remember to CLOSE down the tool after each use, otherwise no one else will be able to use it.
Always remember to ask to see ID from the student if you do not know who they are!


Computer Can't Access the Network:
Make sure the network cable is seated properly into the CPU and wall.
Cold boot (Shut Down and Turn Off) the computer.
Wait for 10 - 15 seconds and turn it back on.


If you have printing problems:
Check for a stuck print job.
Be sure you have the correct printer selected.
Test printing from multiple applications.
 

Monitor Won't Turn On:
Make sure the power cable and the cable that runs from the monitor to the CPU are secure.

 

Computer Will Not Shut Down:
Push in and hold the power button for the count of 10, and your computer should shut down. Wait for another

10-15 seconds before turning it back on again.

 When you call us please remember to...

Supply pertinent information like your Name, Building/Room No, Computer Asset No and Problem Description. This will help to reduce the time required to resolve the problem.

 

Double Click on the ComputerInfo icon on your desktop to obtain these details

 The Asset number can be found on an asset label on the front or side of the computer's base unit.

IT equipment requests

If equipment such as projectors are required, please specify the times it is needed from and to, allowing adequate set-up time beforehand, please remember to turn off projectors once you have finished as lamps are extremely expensive to replace

If toners or cartridges are needed please ensure to let us know what colour (if any) is needed and the make and model of the printer .

 

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