In your role, you will be required to log onto, use, and advise on a variety of platforms and systems. We have created guides for each system specific to the Library. For other University systems and platforms, you should visit the Minerva Knowledge Base for more guidance.
I.T. Telephone number: 01473 338222
To provide an adequate level of support on the helpdesk, you will need to know how to:
All of this information, and more, can be found on the Minerva Knowledge Base.
(Partner staff have print accounts as well - they need to use their P-number and UOS password to associate their ID card)
Please note that all students are credited £10.00 at the beginning of each academic year. Printing for staff is free.
| Single-Sided | Double-Sided | |
|---|---|---|
| Black&White A4 | £0.05 | £0.08 |
| Black&White A3 | £0.10 | £0.18 |
| Colour A4 | £0.25 | £0.48 |
| Colour A3 | £0.50 | £0.98 |
If patrons are having difficulty printing they can submit a print request by emailing their document to learningservices@uos.ac.uk. We will then respond with a quote for the printing cost, according to the price list above. Patrons can either pay in cash (up to £5) or online through the online shop. We will only waive fees for patrons in extenuating circumstances.
For online payments, we will receive notification via the LibAnswers inbox. Please note, we no longer record reprographics online shop payments. Please tag as "online payments" and "reprographics" before closing the ticket.
External library members cannot print from University of Suffolk or personal devices. To print, we ask that you email your document(s) directly to learningservices@uos.ac.uk with formatting instructions (e.g., colour, single-sided, A4).
Please note that the library printing facilities can only be used for academic printing, we cannot offer help with personal printing.
As we are moving to a cashless system we are minimizing the amount of cash we can take at the desk. There is a new £5 limit on cash payments at the desk. Payment can be made in cash at the helpdesk (up to a value of £5) or via the Online Shop.
Students are required to pay £1.00 per dissertation copy. This includes:
Patrons can either pay in cash or online through the online shop.
For online payments, we will receive notification via the LibAnswers inbox. Please note, we no longer record reprographics online shop payments. Please tag as "online payments" and "reprographics" before closing the ticket.
Any payment made via the online shop will need to be refunded via Finance, not via the library till.
1) Download the Online Shop Refund form attached above.
2) Fill in the patrons details, along with amount to be refunded and reason for doing so.
3) Email form to either Graham Martindale or Lauren Cracknell to approve and sign
4) Once you receive the form back, send to Finance@uos.ac.uk .
You will receive an email back from finance one this has been approved, normally within a few days
Online shop refunds will take 10-14 days to appear in the patrons bank account
The Student Centre looks after printer credit refunds - you can find guidance on Minerva to give out to students here: https://minerva.uos.ac.uk/portal/kb?btn=61&id=79
They can refund any credit that students have paid for as long as the following criteria is met:
Please note: they only consider refunds for print credit students have added. They do not refund the annual credit the University adds to print accounts. Refunds do not apply to staff accounts.
To arrange a refund, the students needs to speak to the Student Centre on 01473 338833, log a ticket on Minerva or visit them in the Waterfront Building.
You will sometimes need to contact the IT helpdesk to report issues you are experiencing.
01473 338222. The helpline is open Monday to Thursday: 08:45 to 17:15 and Friday: 08:45 to 16:45. The helpline is closed on weekends and Public Holidays.
Please note, IT often have long wait times for phone calls. If a user is unable to raise a ticket on Minerva because they're struggling to login and aren't getting through on the phone, they may ask you to raise a ticket for them.
You do not have to raise a ticket on their behalf, but you may wish to do so if you are comfortable with that. If you do raise a ticket, take their UOS number and a personal email address, and attach both to the ticket you are raising with a request for IT to contact the user directly at their personal email address. If you don't feel comfortable raising a ticket, you can direct users to Waterfront and Student Life who are often able to contact IT on a user's behalf.