University of Nottingham Ningbo China
IT
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FAQ

IT Service Desk FAQ  

 

1. How can I contact IT Service Desk for help?

IT Helpline:+86 574 8818 0009 (ext. 8009). 

Email: ITServiceDesk@nottingham.edu.cn

Office Room: PB302 (Monday to Friday: 8:30-12:00 13:30-17:00)

 

2. What information should I provide when asking for help?

Effective information can evidently help us resolve quickly, we would highly recommend that please provide information below when reporting issues/incidents/requests:

Identity.

  • Your student ID or your University network username.

Location.

  • The location error occurred, e.g. office, teaching room number, or floor/building.
  • When meeting problems in PC labs, please also provide ‘computer names’ which are labelled on the top front of the monitor, e.g. SSB226-3240-13.

Time

  • Frequency/occasionally.

Impact.

  • E.g. One or two person/Multi, entire office room/department/team/group/floor/building/campus.

Error message/code

  • Relevant screenshot/photo with the error message/code can evidently help.

Other info

  • If you’re not report your problem but help report others, please provide relevant information above about TARGET user.
 

3. How can I access my University email account?

You can access your University email account either by running Microsoft Outlook or via  Email Web Access.

 

4. Can I surf the internet via wireless network on campus?

Yes. The UNNC wireless network covers the areas of Trent, PB, TB, Auditorium, CSET, PMB, IAMAT and lawn field between Trent and PB. You can use mobile devices with wireless adapters to receive the network called eduroam and access internet using your University account.

 

5. As staff, due to the expired password/forgotten password and private mailbox has issue, I cannot reset by Self-Service Password Management system. What can I do, please?

To get back your email password, you can follow steps below: 

  • send request to IT Service Desk by your non-University email. You MUST attach the image of your University Unique ID in the request email; OR
  • visit one of IT Service office in PB302 with your University Unique ID
 

6. As student, due to the expired password/forgotten password, and don't remember answers to security questions, I cannot reset by Identity Management. What can I do, please?

To get back your email password, you can follow steps below: 

  • send request to TheHub@nottingham.edu.cn from your non-University email. You MUST attach the image of your University Unique ID in the request email; OR
  • visit one of The Hub offices in PB120 with your University Unique ID; OR
  • contact your supervisor for help
 

7. I am one of UNNC staff. Can I feel free to install any software on my office computer?

No, you cannot. IT services is the only authorised party to install software on the office computers. Any requests of installing academic or working related software should be addressed to IT Service Desk. IT services summarises and distributes highly demanded software to all office computers regularly.

 

8. I receive an 'Undeliverable' message from the system after sending an email. What should I do?

The 'Undeliverable' means the specified email you sent has not been received successfully by the designated recipients or distribution lists. Please make sure the email addresses of the recipients are correct. Any further questions, please contact IT Service Desk.

 

9. How can I book a video conference room?

Please use the web room booking system to book a VC room. If IT support is needed, please fill the VC application form on SharePoint. For details on how to book a VC room and fill in the form, please contact IT Service Desk.

 

10. I am going to move into a new office. Can I ask IT Services for help on moving the computer and telephone?

Please contact Estate Office in advance, they will coordinate relevant schedule. You can contact IT Services when network, power supply are ready.
 
 

11. How do I report to IT services if a printer is not working properly?

Please email or call IT Helpline. It is suggested to specify the location of the printer. We will fix the problem in a timely manner.