Technology Information For Frontline Staff
Following is the key information for staff who support STUDENTS on the front-line / front-counter
[ 1 SCU ] [ 2 CHEC ] [ 3 Current Known Issues ] [ 4 Recently Resolved Issues ]
SCU
FAQs
No. These days it's all self-serve We can assist in updating contact details in Student System to enable self-serve password resets MyEnrolment - we may need to unlock their account as they've tried the wrong password more than 5 times Error Message ="You are not authorised to access the requested function. Use your browser's back feature to return to the previous function." No other account will disable for trying the wrong password too many times Email requires a second factor (MFA) - approval from a mobile device
System Username Example Wi-Fi Short Username John Citizen = jcitiz10 Campus PCs Short Username John Citizen = jcitiz10 MySCU Short Username John Citizen = jcitiz10 Print/Copy/Scan Short Username John Citizen = jcitiz10 Email SCU Email Address Email = j.citizen.10@student.scu.edu.au MyEnrolment Student ID Student ID = 22514489 The best thing to say is Email is email address MyEnrolment is Student ID Everything else is short username Yes, some systems will take either, but we've found getting the students into that habit is better. For example; "I can't get into MyEnrolment" the students are trying their short username and aren't enrolled enough to have that account anymore
Access Strictly only for current study purposes Should only need access to these systems if they're studying MyEnrolment access is forever IT Accounts (MySCU/Blackboard, WiFi, Microsoft Office + Email) are linked to their enrolment status in Student System Creation When a student is Admitted & Enrolled Deletion There are multiple delete dates depend on their enrolment status Student has completed their studies? There is a 12 month grace period which allows students to save any data they wish to keep from their MySCU account & SCU email address Student has taken a leave of absence?The student will not be able to enrol into any subjects during this time but they will still have access to their MySCU account & SCU email address for up to 12 months Student has withdrawn?The student's MySCU account & SCU email address will cease effective immediately (within a few hours) Access (deletion) will go without warning - so students are advised before changing enrolment status to take a copy of email, One Drive files & MySCU/Blackboard Recovery Old Accounts, Email or Files Getting access to deleted information isn't straightforward and not always possible It does require Lecturer/Unit Access plus HoWU approval Normally, information is extracted to a cloud-based service that the ex-student can access We can't re-create an account as it is linked to their enrolment status
Always recommend setting up two methods Microsoft Authentication App and SMS We get many students changing phones but not often their actual number Can also use the Microsoft Authenticator App on a tablet e.g. iPAD, Landline
Students often try their student ID number by mistake Short Username = jcitiz10
When logging they should select Current Students no Blackboard Only Understanding all their units aren't the same - accessing Unit Materials, Online Classes can be very different
The following are handled by the teaching staff ONLY Submission methods type and number of times to submit Extending deadlines Advise the students to find contact details in the MySCU unit under the left-hand grey menu, heading/link "Contacts" Technology Services can assist with errors when attempting to upload. It's generally clearing browser cache/history, file type & sizes
Most things are fixed by clearing cache, using another browser or an incognito window or another device Beware that not all websites work fully on a portable device (phone, tablet) Students often say they have but haven't or with cache/history they didn't select all time
Ask the student to include as much information as possible; Name Student ID A detailed description of what the enquiry is, e.g. what system they're having trouble accessing
Wait 24 hours and the card will be automatically activated in the printing system. (there are some exceptions with non-undergrad courses) If they need to print today they can login to the MFD without a card Sometimes Technology Services will advise a person to get a new card printed either because - they have multiple cards, it wasn't encoded or it's become faulty
If you can confirm their enrolment is complete in Student System (CiCloud) It can take up to 48 hours to show Ensure they haven't changed the appearance/hidden units
It's something we don't advise on Each course is different, so maybe put them in touch with faculty to see if there is anything special e.g. some software only runs on a Windows computer
You'll process the request in Student System (CiCloud) and let the student know when complete and if they want their email address/IT accounts to be updated, send an email to servicedesk@scu.edu.au We'll generally work with the student to set the best date/time not to affect assignment submissions etc It goes through a few teams so it can take 24-48 hours Password won't change just the username, email address & display name (preferred)
Loan Laptops - are available for short term loans from the Library. These will give the student time to complete their assignment while resolving the issues with their device. Hardware Support Only for SCU owned devices For personal devices it is only a best effort general pointer/advice Google Take it to a computer repair shop (we won't recommend any) Ask a family or friend who has some IT skills Software Support Some basic how to install - we'll point students at the SCU websites of how to download Microsoft Office, Grammarly, Endnote & Nvivo Provide general advice like; Google the error message, look at the manufacturer's support website Contact teaching staff if it's for a unit/recommended by the teacher Some information is available within the unit on MySCU/Blackboard We don't show them how to use any software How do we know if they're getting marked on that? We can show them how to find the answers by Google etc For SCU devices - will fix errors/faults
CHEC
FAQs
Your FAQ answer may have more information, so please also check the list under the Key Guides heading below.
Technology Services (Service Desk Counter) is in E.G.19/Under Library Stairs We’ll put a sign on the counter/door if support officer hours change Closed 12-1pm – they can call/email/webchat us or comeback after 1pm We sometimes have to put a clock/sign up on the counter (back in 5-10mins) Also note our support officer can be away from the counter when assisting a student in the space or the back storage room Commonly referred to as the Student Learning Centre (SLC) – also lends equipment and a quiet space for students to study No Food/Drink is allowed
CHEC Service Desk Phone (0266593080) = 8:00am WebChat = 9:00am Until 5:00pm Tips – state the following, our team need to narrow the information relevant for the caller (remember 3 lots of everything/different systems) What Section – TAFE, SCU or CHSC/Senior College/High School Staff or Student Where – Office, Teaching Space, Library, Lab (Room Number),WfH Email Us Depending on the nature of your inquiry, this method can often be quicker than a phone call
These will also assist you providing answers, pointing students to; KBs – we have information/guides available in our knowledge base (KBs), which includes everything staff and students need to know TAFE = CHSC = SCU = Paper Guides/Booklets – for new TAFE & CHSC students are available from our counter or the above websites
CHEC Logins For TAFE Students (xxxxx600) If a teacher is after the CHEC usernames we can do them in bulk within a few minutes We’d just need their TAFE Email Address (firstname.lastnameX@studytafensw.edu.au) in a file sent to coffs.servicedesk@scu.edu.au CHEC Logins For CHSC Students (xxxxx700) Those starting Year 11 will be provided login information & policies by the Senior College staff (messages on Sentral) In the first couple of weeks, they run IT classes and ask us not to provide the details. This also includes WiFi Staff in Student Computer Labs/Teaching Spaces/Theatres SCU and TAFE staff require an additional login, username = chec.username They need to request an account by sending an email to coffs.servicedesk@scu.edu.au Additional information can be found in the Key Guides section below.
Technology Services CHEC Logins (xxxxx600 + xxxxx700) CHSC (DoE Login - xxx.xxx@education.nsw.gov.au) TAFE - sorry we DON'T have access to reset passwords will assist a student with Forgotten Password otherwise we'll send to G.LG.7 TAFE Student Administration Office (G.LG.7) TAFE (xxxxx.xxxxx@studytafensw.edu.au) CHSC Teachers CHSC (DoE Login - xxx.xxx@education.nsw.gov.au)
Account Creation (Students) CHSC - overnight after an export from ERN but the Student Admin Office in A.G.23 TAFE - The “feed file” includes all TAFE students with an “ACTIVE” enrolment in the North Region but will only automatically create those that are at CHEC, Coffs Harbour and Macksville campuses. The following are the fields that need to be correct to come through from EBS into the feed; Progress Code = Active End Date = Course This Year Campus = CHEC, Coffs Harbour, Macksville Progress Date = is not within the last 48 hours DEC Email Address = has a DEC Address If they aren't you'll need to contact the OneEBS team get them updated. Account Deletion (Students) Is automatically synced with enrollment systems and without notification TAFE + CHSC – this will happen in week 3 of the following term (previously only in December/January) There are Guides & Lab Signage – about access and regular backup of OneDrive/GoogleDrive & U Drives
Yes. 5 to 11pm Weekdays and 8am to 5pm Weekends TAFE & CHSC Students - complete the Swipe Card Form, they may bring to your office for signing (verifying they are currently enrolled) and then take to Security Guards Office with Student ID Card SCU - can go straight to the Security Guards Office (A.G.4) with Student ID card
Only for current CHSC, TAFE & SCU DETNSW – you’ll notice a setup for CHSC and another for all other PUBLIC high schools Other Events Should be arranged when room booking occurs A CHEC partner must sponsor the event (provide guest accounts – noting for TAFE/CHSC aren’t commonly available). Otherwise, the person will have to hotspot/tether (phones to laptops) see iPhone / Android
There is no list of designated people to our knowledge at CHEC, there are some people who are, but they can’t guarantee their availability at any particular time Technology Services doesn’t offer this service so please don’t direct any customers to us There is the NSW JP Register at JP Public Register, we’ll generally advise post office and shopping centres
You'll process the request in ERN/OneEBS/Student System and let the student know when complete and if they want their email address/IT account accounts to follow, send an email to coffs.servicedesk@scu.edu.au We'll generally work with the student to set the best date/time not to effect assignment submissions etc It goes through a few teams, so can take 48 hours and sync with a few servers/systems Password won't change just the username + display name