Charles Sturt University
Charles Sturt University

Desktop Computing Environment Support

What Is This Service?

The Desktop Computing Environment is a portfolio of essential services required to provide an efficient and reliable desktop computing environment for CSU staff. It includes planning, consultation, purchasing, provision, distribution, management, support and disposal services.

What Is Included?

  • Desktop hardware and software standards to inform desktop planning activities
  • Ability to purchase or lease standard computer systems from the CSU Computer Shop
  • Ability to purchase or lease non standard computer systems from the CSU Computer Shop to meet additional business requirements
  • Delivery and installation of new computer systems with standard software applications, antivirus and remote administration and support tools. Setup includes transfer of files and programs from old computer and installation of new and existing hardware items
  • Ability to install additional software on demand
  • Ability to install additional software purchased from the CSU Computer Shop
  • Access to the VDI environment
  • Ability to access the wired and wireless CSU network
  • Access to the University's shared network storage (P: and S: drives)
  • Ability to access the Printer Installation page and print
  • Automatic updating of Windows based computer systems on Wednesday nights and automatic updating of antivirus software when updates are released
  • Ability to manually update Windows Operating System using Install Software before scheduled updates
  • Diagnosis and resolution of technical issues is provided for standard computer systems and CSU owned software. Remote control assistance and support from DIT staff using VNC
  • Reimaging of computer systems
  • Support for computer system warranty repairs includes pickup (if required), scheduling of external technician, tracking status of repair and verifying repair has been completed and fault has been remedied
  • Cascading and disposal of old computer systems and printers

Apple Guidelines

If you have a specific requirement for Apple Macintosh computers these can be purchased or leased from the CSU Computer Shop. These come with a specified level of support provided.

Apple Mac computers are provided with a CSU image which includes

  • MAC OS X 10.x-
  • Microsoft Office Productivity Suite for Mac
  • Outlook email
  • Sophos Antivirus
  • Remote Desktop Connectivity (for access to thin client and core administrative systems such as Banner, Outlook )
  • Internet Browser
  • Acrobat Reader
  • Network printing

Not available on an Apple MAC

  1. Access to some applications or services such as Banner and SPSS are only available via Thin Client.
  2. Microsoft Access database application is not available on the MAC platform.
  3. Use of the self-help printer deployment web page is not available to MAC users.
  4. Direct printing from the MAC will require the printer to be post script enabled, which could be a further additional cost to the school or division. This is also required for printing from Banner.

Those areas of the University wishing to run a dual platform environment (Parallels supported only via on-line support from the vendor)on their Apple Mac must seek IT management approval via the consultation link on the CSU Computer Shop website prior to ordering and is something really only suited to someone who is a Macintosh power user or for use for a specific application not as an administrative PC. Due to the limitations noted above, this would not be the recommended solution for the majority of staff.

What should I expect?

Target availability of service 99% availability. 24 hours a day, 7 days a week
Support hourshttp://www.csu.edu.au/division/dit/services
Special access conditions Available to all staff with CSU owned computers
Significant incident response Up to 15 minutes in 98% of cases for incidents affecting staff access to their desktop computing environment eg computer will not turn on
Significant Incident resolution Up to 4 hours in 98% of cases for incidents affecting availability of service for all staff (this does not include incidents affecting individuals or a small subset of staff)

Support for non standard hardware and software is not included in this service. Support for non standard hardware and software is provided when it can be demonstrated that the items are required to enable and support core University business requirements. Service Level Agreements (SLAs) define the type and level of support required and are agreed upon between the business customer representative(s) and the Manager of Service Delivery.

How Do I Initiate This Service?

To purchase a standard computer system visit the Ordering a new computer system webpage and follow the instructions

To obtain a quote or consultation for a non standard computer email the Computer Shop at computershop@csu.edu.au with regards to acquiring a generic form.

To request a consultation and creation of an SLA contact the IT Service Desk and provide details of non standard hardware and software

To obtain desktop computing support contact the IT Service Desk

To request pickup and disposal of old computer systems contact the IT Service Desk

How Much Does It Cost?

Provision, management and support of the Desktop Computing Environment is funded by the University and provided at no additional cost to staff.

Where Can I Find On Line Self Help or More Information?

How Do I Request Support For This Service?

If you have further questions or need technical assistance after checking the online resources contact the IT Service Desk