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DTS support for staff and students

DTS

Due to the increased number of digital services available for staff and students this academic year, the IT Service Desk is dealing with an unprecedented number of tickets. Whilst within DTS we are diverting resources where we can to support this exceptionally busy time of year, the volume of tickets is resulting in a delayed response in many cases.

Below we have outlined our most common queries and how staff and students can be most effectively directed to resolve them.

In order to ensure all students get their first week IT issues resolved as quickly as possible we would be grateful, if you have responsibility for students, if you could initially direct students to ‘self-serve’ and ‘self-triage’ more common IT issues. We would request contacting the IT Service Desk only if the problem remains unsolved. 

As always, our friendly Service Desk team are happy to support by telephone, email and at the Library Counter on the first floor.

Support for students

Our incredibly useful Student Welcome Guide  can answer most queries for new and returning students.

Username and password issues:

Detailed self-service instructions can be found at: https://www.reading.ac.uk/digital-technology-services/home/password-reset

Me@reading log in issues:

Me@reading log in issues are most commonly caused as a result of the student not having correctly completed their enrolment. Therefore we would be grateful if all students who are struggling to log in to the Me@reading app are first asked to confirm whether they have received their campus card and waited for an hour (after receipt of the card) before contacting the IT Service Desk for support.

If not the student will need to complete the above steps before being able to log in.

File Storage options for students:

There are a number of options available to students for storing documents and data and further information about these is available in this article

Eduroam Access:

We have a new helpful webpage which supports students accessing eduroam on different devices: https://www.reading.ac.uk/digital-technology-services/wifi

Support for staff returning to campus

This DTS webpage has lots of useful information to help staff connect to the University as they return to campus. This guidance includes advice for devices purchased since March 2020, as well as how to check if your device has lost connection to the University’s network.

There are also a number of useful guides to help with the most common IT issues colleagues may experience.

Digital Technology Services

 

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