Staff FAQs

Q: What are the opening hours of the IT Service Desk?
A: The IT Service Desk is available by telephone 01202 965515 24 hours a day, 7 days a week, including holidays.   (In-hours 8am – 5pm Mon – Fri; Out of Hours 5pm – 8am Mon – Thurs and 5pm Fri – 8am Mon)
You can also log a job here.


Q: Where can I find more information about IT issues?
A: Our knowledge base is available here.
Alternatively, go here and click on the Knowledge link on the left.


Q: How can I change my staff password?
A: Information on how to change your staff password can be found here. If you are having trouble changing your password you can call the IT Service Desk on 01202 965515 (24/7).


Q: I am a member of staff, how can I change my name and/or username?
A: You are required to first notify HR of the change.  You can then submit a request with IT Services.  Go to this web page. Enter the details of your request with as much information as possible.   


Q: I am a member of staff, what do I do when I have received a spam or phishing email?
A: If you suspect an email might be spam, you should not click on any links in the email.  See the knowledge document titled Unwanted Mail.  
If you have clicked on a link in a phishing email please call the IT Service Desk immediately on 01202 965515 (24/7).


Q: How can I increase my mailbox size?
A: You can request an increase in mailbox quota by submitting a Request to the IT Service Desk.  Click on the Raise a Request or Incident link on the left and use the form titled IT – Request not listed below.   


Q: How to I archive my emails?
A: For advice and instructions on archiving your email please click here.


Q: How can I set up my email on my mobile device? (or How can I configure my phone to receive my BU email?)
A: Staff email accounts can be configured on iPhone/iPad and Android based phones.


Q: What is the capacity of my H drive?
A: The capacity of staff H drives is 10GB.  You can use your H drive to securely store your files and folders.


Q: What if I need assistance in a Lecture Theatre?
A: Please call the IT Service Desk (ext. 65515).  On-site support is available 8am – 5pm Mon – Fri.  For special events, Audio Visual support is available if requested prior to the event (2 weeks notice is required).


Q: How can I request Turning Point handsets or Audio Visual equipment?
A: Please submit a request here.  Fill out this form and choose the TurningPoint handset option.  


Q: How can I request support for an event I am organising?
A: Please submit a request here.  Fill out this form & enter all the details about the event.


Q: How can I connect to Eduroam?
A: Information on connecting to the Eduroam WiFi network is available here.   You are required to configure this on campus.


Q: How can I connect to the wireless network?
A: Information on how to connect to the wireless network on campus can be found here.


Q: What do I need to do before moving desks or moving offices?
A:  You should request a move via the Moves Coordinator for your School/Professional Service.  NB.  5 days’ notice is required (10 days if a new network socket is needed).


Q: I am a member of staff, how can I request additional software for my computer?
A: Submit a request here.  Fill out this form with the details of the software you'd like installed.   


Q: I am a member of staff, how do I request Microsoft Office PC/MAC software for work-at-home use?
A: You can install Office by following the guide here. Your staff license allows you to install office on up to 5 computers.


Q: How do I register my new print card?
A: For instructions on registering your print card click here.


Q: How do I connect to the printer?
A: Instructions on how to set up a BU printer from your device can be found below:


Q: The printer is running out of toner, how can I order a new toner?
A: Printer consumables can be requested by submitting a Request here.  Fill out this form with details of the printer, and the consumables you require   


Q: How do I report a hardware fault with my personal laptop?
A: Bournemouth IT Solutions offers quality laptop, MAC & computer repairs with a 15% discount for BU students and staff.


Q: I can’t log into the printer, what do I do?
A: Please try powering the printer down and restarting it.  If problems persist please call the IT Service Desk on 01202 965515


Q: How do I report a fault with my BU laptop?
A: Staff can report faults with their BU laptop by calling the IT Service Desk on 01202 965515 (24/7). You can also visit one of the IT counters in Studland House 7th floor, or PG16 Talbot Campus


Q: I need to book a room, who do I contact?
A: You can request a room booking by submitting a Room Booking form here.  For urgent room bookings (less than 24 hours notice) please call Estates on 01202 965515 and select option 2.


Q: I am organising an event, what do I need to know?
A: You can request Events Support by submitting a Request here. To provide attendees access to the WiFi, ask them to connect to '_TheCloud'. Help with this can be found here


Q: How do I access H & I drives off campus?
A: You can access your files off campus by following the guides below:


Q: How do I access my email off campus?
A: You can access your email off campus by clicking on the email link here


Q: How can I request a desk phone?
A: Your Department Administrator can request a desk phone on your behalf.


Q: How can I reset my voicemail pin number?
A: Staff members who have forgotten their voicemail pin number should contact the IT Service Desk on 01202 965515 or fill out the form here 

Q: How can I change my telephone display name?
A: You can submit a Request here

Q: Who should I contact if my Units are not visible or accessible on myBU?
A: Members of staff can contact the School Learning Technologist or log a job or contact the IT Service Desk 01202 965515 (24/7).


Q: I have a problem with my online timetable, where can I get help?
Members of staff can contact their School Timetabler, or contact space@bournemouth.ac.uk


Q: How do I use the equipment in Lecture Theatres?
A: There are tutorial videos available here which cover all of the equipment


Q: How can I request a video conference (staff)
A: You will need to book a room from the link above, and fill out the form here


Q: How do I get access to a folder on the staff I drive?
A: You can raise a request here. This will then go to an approver in your area.  Once approved, we aim to complete the request in 3 working days. 


Q: How can I be added to an email distribution group?
A: You can raise a request here. Once you've completed the form, click Submit. This will then go to an approver in your area.  Once approved, we aim to complete the request in 3 working days. 


Q: How can I add an additional mailbox to my Outlook?
A: You can raise a request here. This will then go to an approver in your area.  Once approved, we aim to complete the request in 3 working days.  Once the permissions have been granted, the mailbox will appear in your Outlook profile authomatically within approximately 15-20 minutes.


Q: How can I request a new print card? 
A: You can request a new card here.