Teaching Rooms

Service Description

To provide, manage and support AV and IT facilities and systems in supported common user spaces on campus.

Features

  • AV and IT facilities within these rooms receive regular maintenance to ensure reliability and good working order
  • Pre-bookable and emergency telephone and/or face-to-face technical support
  • Technical staff based strategically around campus to provide face-to-face support in minimal time 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
  • Supported rooms are fitted with telephones to enable users to contact us for emergency assistance

Users

Anyone giving a lecture or presentation within a supported space which has been booked in advance with the University Timetabling Office.

Service Hours

Technical support: 09.00-17:00, Monday to Friday, excluding University closure periods

AV facilities: As per room/building opening hours

The ISS “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 monthly, where possible, to ensure functionality.

Support and Documentation

Support is available at http://www.ncl.ac.uk/itservice/teaching-rooms.

A list of supported rooms can be found at http://www.ncl.ac.uk/itservice/teaching-rooms/roomlist.

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 which 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 ISS services, is available via the ISS Service Desk on 5999 or it.servicedesk@ncl.ac.uk.

All incidents relating to this service will be handled according to the ISS Incident Management and Major Incident Management processes.

Request Process

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):

  1. Ensure that you have the required room booked via the University Timetabling office (see http://www.ncl.ac.uk/timetable/room)
  2. Complete the online resource booking form (available from http://www.ncl.ac.uk/itservice/teaching-services/avbookings)
  3. A booking confirmation will be returned if we have available resource to honour the request
  4. If you wish to cancel your request please inform us as soon as possible via email to iss.avs@ncl.ac.uk, stating your booking reference

For emergency technical support:

  1. Please call the emergency AV helpline on extension 2627 or the ISS Service Desk on extension 5999

Requests for any other aspect of the service should be made via the ISS Service Desk on 5999 or it.servicedesk@ncl.ac.uk.

All requests relating to this service will be handled according to the ISS Request Fulfilment process.

User Responsibility

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 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.

Costs

There is no cost provided the service is being requested for legitimate University business.