Frequently Asked Question

New Users

Before a new person joins the organisation, as their line manager, you should provide the following information to ETS as soon as possible, and in advance of their arrival, to help our team provide a good experience for your new start.

• A New User Form should be submitted to the Service Desk

Note

1 week’s notice is required for new user accounts
1 month’s notice is required for any new equipment requested

• Consider your new user’s requirements to access Departmental Network Drives and Shared Mailboxes and include these details in the Permissions Requested box on the New User Form.
• Your New User request will include information on equipment required for your new start. This will be evaluated by the technical team and suitable hardware assigned from standard, supported equipment tiers.

Note

If additional, or specialist equipment is required, this should be raised via a separate Service Desk ticket to discuss requirements, purchasing procedures and available budget. Please be aware that this may introduce delays in acquiring some items. 

Day One

On their first day, new users are required to read and sign a Declaration Form and return it to ETS, either electronically or in person to Room 46 in the Balfour Building.

Line Managers will have been contacted by Service Desk in advance of the start date to arrange delivery or collection of IT equipment.

Note

Line Managers are responsible for user induction regarding how departmental file structures are organised and where best to store data. Any training requirements for IT equipment or software should be raised via POD at RBGEtraining@rbge.org.uk or via appraisal processes. 

Leavers

If a team member is leaving RBGE please email servicedesk@rbge.org.uk at the earliest opportunity to provide a leaving date so an expiry date can be set on their account. This in addition to contacting POD. Further instructions in Leavers Information

Note

It is essential that Line Managers advise Service Desk about Leavers in good time to maintain cyber security at RBGE. 

Changes

If a team member changes their role or a student becomes a member of staff a New User Form is required to be completed so that the appropriate changes can be made to their account and permissions.

Note

If new access to a network drive or mailbox is required, please ask the drive or mailbox owner to log a Service Desk call via the portal, choosing the Help Topic ICT Software/File Permissions, and specifying the user requiring access in the ticket.