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Services – End-User Device Support

Greetings, OE faculties/departments! On this page you will find services that are specially curated just for you.

Fix Device and Peripheral Issues

Examples

  • Reinstall operating system for corrupted systems
  • Troubleshoot and resolve issue with network printers

 

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Fix Software Issues

Examples

  • Resolve issues when the MS Outlook crashes
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Set up Devices and Peripherals

Examples

  • Format and reinstall computers with standard software
  • Configure smart devices such as iPhone and iPad to connect to NUS network and access to NUS emails
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Wipe Data for Computers and Notebooks


Examples

  • Wipe data for office desktops and laptops prepared for condemnation
 
 
 

 

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Update Device Security

Examples

  • Update Trend Micro Apex One to the latest virus pattern
  • Update critical Windows patches

     

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Install and Upgrade Software

Examples

  • Install standard software suite such as Trend Micro Apex One, MS Office and MS Outlook
  • Upgrade computer labs with the latest faculty-specific software
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Limited Support for Non-IT Duties


Examples

  • Recommend IT equipment and specification
  • Participate in IT procurement evaluation

 

 
 

 

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Notes:

  • If the issue cannot be resolved, it will be escalated to respective parties such as hardware vendor, etc. and be tracked until proper closure.
  • For faculty-specific software, the support is limited to installation only.
  • Devices include office desktops, laptops, smart devices such as tablets, smart phones, etc.
  • Peripherals include printers, multi-purpose copiers, hard phones, headsets issued by office, etc.
  • Supported operating systems include Windows, macOS, iOS and Android.
  • Standard software includes Microsoft Office, Microsoft Outlook, Zoom, NUS Dropbox, internet browsers, and those available in Workspace ONE Intelligent Hub.
Contact us for more information

Fix Device and Peripheral Issues

Description
Perform troubleshooting and issue resolution for devices and operating systems. If issue cannot be resolved, engineer will escalate to respective parties such as, hardware vendor, etc. and track the ticket until proper closure.

  • Devices include office desktops, laptops, smart devices such as tablets, smart phone, etc.
  • Peripherals include printers, multi-purpose copiers, hard phones, etc.
  • Supported operating systems include Windows, macOS, iOS and Android.

Examples

  • Reinstall operating system for corrupted systems.
  • Troubleshoot and resolve issue with network printers
Service Level Agreement

Fix Software Issues

Description
Perform troubleshooting and issue resolution for standard software. If issue cannot be resolved, engineer will escalate to respective parties such as, software vendor, etc. and track the ticket until proper closure.

  • Standard software includes Microsoft Office, Microsoft Outlook, Zoom, NUS Dropbox, internet browsers, and those available in Workspace ONE Intelligent Hub.

Examples

  • Resolve issues when the Microsoft Outlook crashes.
  • Resolve software installation issues with Intelligent Hub
Service Level Agreement

Set up Devices and Peripherals

Description
Set up devices, including network configuration, operating system, standard software (such as Microsoft Office, Adobe Acrobat Reader, Trend Micro Apex One) and faculty-specific software. For faculty-specific software, the support is limited to installation and upgrade.

  • Devices include office desktops, laptops, smart devices such as tablets, smart phone, etc.
  • Peripherals include printers, multi-purpose copiers, hard phones, headsets issued by office, etc.
  • Supported operating systems include Windows, macOS, iOS and Android.
  • Standard software includes Microsoft Office, Microsoft Outlook, Zoom, nBox, internet browsers, and those available in Workspace ONE Intelligent Hub.

Examples

  • Format and reinstall computers with standard software.
  • Configure smart devices such as iPhone and iPad to connect to NUS network and access to NUS emails.
Service Level Agreement

Wipe Data for Computers and Notebooks

Description
Perform data wiping to destroy all electronic data residing on hard disk drive or other digital media.

  • Device include desktops and laptops.

Examples

  • Wipe data for office desktops and laptops prepared for condemnation.
Service Level Agreement

Update Device Security

Description
Update computers in labs with the latest anti-virus pattern, OS and software patches.

  • Supported operating systems include Windows and macOS.

Examples

  • Update Trend Micro Apex ONE to the latest virus pattern.
  • Update critical Windows patches.
Service Level Agreement

Install and Upgrade Software

Description
Perform installation and upgrade on standard software and faculty-specific software. For faculty-specific software, support is limited to installation and upgrade.

  • Standard software includes Microsoft Office, Microsoft Outlook, Zoom, NUS Dropbox, internet browsers, and those available in Workspace ONE Intelligent Hub.

Examples

  • Install standard software suite such as Trend Micro Apex ONE and Microsoft Office.
  • Upgrade computer labs with the latest faculty-specific software.
Service Level Agreement

Limited Support for Non-IT Duties

  • Perform asset tagging and verification for IT equipment in computer labs and teaching facilities managed by IT Care in your faculty.
  • Provide recommendation for IT equipment purchase and participate in the procurement evaluation when necessary.
  • Liaise with IT equipment supplier on the delivery, logistic and setup. Note:
    • IT Care staff will not perform unboxing and delivery-to-doorstep services since these should be covered by the equipment supplier.
    • Faculty/department admin needs to be present for good receiving and signing of delivery order.
    • Provide administrative loan services for IT equipment, including sign-out and sign-in of equipment, setup and configuration of equipment.

Note: Excluding above mentioned, the following tasks are not supported

  • Set up and maintenance of AV equipment
  • Asset tagging, inventory management and verification for asset used by admin, research and teaching staff.
  • Condemnation of faculty or department assets.
  • Police report for lost or misplaced items.
  • Logistics services for examinations (furniture, stationery).
  • Bulky item removal or transportation.
  • Procurement and purchase of supplies for day-to-day operations (paper, toner, etc.).
  • Granting door access and monitoring of CCTV.
  • Management of venue booking.
  • Content update for website, digital signage systems, etc.
Service Level Agreement

Business Partner and Team Lead contacts

ACCG
Business Partner: Jacky Lim (NUS-ID: jackylim)

BTC
Business Partner: Mohamed Yahya (NUS-ID: md.yahya)

Business / FASS / Central Library
Business Partner:Mohamed Yahya (NUS-ID: md.yahya)
Team Lead: Marwan Bin Marwi (NUS-ID: marwan)

CDE / ETL / YSTCM / RC4
Business Partner for CDE/ETL: Mohamed Yahya (NUS-ID: md.yahya)
Business Partner for YSTCM/RC4: Gwee Wee Chen (NUS-ID: ccegwc)
Team Lead: Sek Siak Chiang (NUS-ID: seksc)

FoS / RVRC
Business Partner: Mohamed Yahya (NUS-ID: md.yahya)
Team Lead: Jess Phang (NUS-ID: csphang)

I3 / HMK / GRO / DVO
Business Partner: Mohamed Yahya (NUS-ID: md.yahya)
Team Lead: Ng Zhiming (NUS-ID: ngzm)

I4
Business Partner: Sharin Bin Mohamad Sani (NUS-ID: sharin)

Medicine
Business Partner: Arjun Raj Segar (NUS-ID: arjun)