Service Desk Knowledgebase: Windows

This is the Windows content page of the CL Wiki Service Desk Knowledgebase. Its purpose is to provide information to the Service Desk team on how to handle problems and requests about this CL service. If you are involved with the provision of this CL service please feel free to add to the knowledge about that it.

If CL staff need to tell the Service Desk team about problems with this service please email
sys-admin-aside@cl.cam.ac.uk.

Return to the Service Desk Knowledgebase SERVICE PORTFOLIO

Key Service Description & URLs

• Information for Windows users
• http://www.wiki.cl.cam.ac.uk/rowiki/SysInfo/HelpDesk/Windows - CL Sys-Admin Documentation
• Computer Laboratory News (Twitter use @UC_CL_SysAdm)

CL Customer Documentation

• See http://www.cl.cam.ac.uk/local/sys/microsoft/

Further CL Sys-Admin Documentation

• http://www.wiki.cl.cam.ac.uk/rowiki/SysInfo/HelpDesk/Software/Windows7 - Licensing Windows 7
• http://www.wiki.cl.cam.ac.uk/rowiki/SysInfo/HelpDesk/Software/Office2010 - Licensing Office
• http://www.wiki.cl.cam.ac.uk/rowiki/SysInfo/HelpDesk/Software/Matlab - Installing Matlab on Windows

Underpinning Services

• ??? - Any supporting or underpinning services

Customer-base for this Service

• All staff and students of the Computer Laboratory
• The admin and support staff have Windows boxes in the main

Costs

• Free to all current staff and students of the Computer Laboratory

SLA

• N/A

Service Desk Call Handling Procedure

Escalation points and key contacts to be defined...

• RT tickets can be escalated to the win-admin team by changing the Queue to "win-admin" with the Owner set to Nobody. Tell the requestor:
  I am passing this request over to our Windows Admin team who, I'm sure, will be in contact shortly.

Contacts

Primary

• ???@cl.cam.ac.uk (Goes to ???)
• ???@lists.cam.ac.uk (Goes to ???)
• Tel: ???

Other

• Graham Titmus

Availability

• Monday:
• Tuesday:
• Wednesday:
• Thursday:
• Friday:
• Saturday: Closed
• Sunday: Closed

Additional CL Staff Resources

• ???

Hints, Tips & Known Issues

Title Person (Date)

Enable remote login

To achieve this the machine needs to be moved onto an OU called RDP Self Manage.

1. Using remote desktop connect to adsrv01.ad.cl.cam.ac.uk
2. Start AD Users and Computers
3. Find the machine that needs remote access

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Categorising Keywords

• Microsoft Windows PC