Technology Information For Frontline Staff

Following is the key information for staff who support STUDENTS on the front-line / front-counter


FAQs & Key Guides

FAQs

Your FAQ answer may have more information, so please also check the list under the Key Guides heading below.

Q. Service Desk Counter

A.

Technology Services (Service Desk Counter) is in E.G.19/Under Library Stairs

  • We’ll put a sign on the counter/door if support officer hours change
  • Closed 12-1pm – they can call/email/webchat us or comeback after 1pm
  • We sometimes have to put a clock/sign up on the counter (back in 5-10mins)
  • Also note our support officer can be away from the counter when assisting a student in the space or the back storage room
  • Commonly referred to as the Student Learning Centre (SLC) – also lends equipment and a quiet space for students to study
  • No Food/Drink is allowed

Q. Service Desk Phone + WebChat

A.
  • CHEC Service Desk
    • Phone (0266593080) = 8:00am
    • WebChat = 9:00am
    • Until 5:00pm
  • Tips – state the following, our team need to narrow the information relevant for the caller (remember 3 lots of everything/different systems)
      • What Section – TAFE, SCU or CHSC/Senior College/High School
      • Staff or Student
      • Where – Office, Teaching Space, Library, Lab (Room Number),WfH

  • Email Us
Q. Best Guides For Students

A.

These will also assist you providing answers, pointing students to;
Q. What are the CHEC Logins/Usernames?

A.
  • CHEC Logins For TAFE Students (xxxxx600)
    • If a teacher is after the CHEC usernames we can do them in bulk within a few minutes
    • We’d just need their TAFE Email Address (firstname.lastnameX@studytafensw.edu.au) in a file sent to coffs.servicedesk@scu.edu.au

  • CHEC Logins For CHSC Students (xxxxx700)
    • Those starting Year 11 will be provided login information & policies by the Senior College staff (messages on Sentral)
    • In the first couple of weeks, they run IT classes and ask us not to provide the details. This also includes WiFi
  • Staff in Student Computer Labs/Teaching Spaces/Theatres
    • SCU and TAFE staff require an additional login, username = chec.username
    • They need to request an account by sending an email to coffs.servicedesk@scu.edu.au
  • Additional information can be found in the Key Guides section below.
Q. Which passwords can Technology Services reset?

A.

Technology Services

  • CHEC Logins (xxxxx600 + xxxxx700)
  • CHSC (DoE Login - xxx.xxx@education.nsw.gov.au)
  • TAFE - sorry we DON'T have access to reset passwords will assist a student with Forgotten Password otherwise we'll send to G.LG.7

TAFE Student Administration Office (G.LG.7)

  • TAFE (xxxxx.xxxxx@studytafensw.edu.au)

CHSC Teachers

  • CHSC (DoE Login - xxx.xxx@education.nsw.gov.au)
Q. When are accounts created or deleted?

A.
  • Account Creation (Students)
    • CHSC - overnight after an export from ERN but the Student Admin Office in A.G.23

    • TAFE - The “feed file” includes all TAFE students with an “ACTIVE” enrolment in the North Region but will only automatically create those that are at CHEC, Coffs Harbour and Macksville campuses.
      • The following are the fields that need to be correct to come through from EBS into the feed;
        • Progress Code = Active
        • End Date = Course This Year
        • Campus = CHEC, Coffs Harbour, Macksville 
        • Progress Date = is not within the last 48 hours
        • DEC Email Address = has a DEC Address

      • If they aren't you'll need to contact the OneEBS team get them updated.
  • Account Deletion (Students)
    • Is automatically synced with enrollment systems and without notification
    • TAFE + CHSC – this will happen in week 3 of the following term (previously only in December/January)
    • There are Guides & Lab Signage – about access and regular backup of OneDrive/GoogleDrive & U Drives
Q. After Hours Computer Lab Access?

A.

Yes. 5 to 11pm Weekdays and 8am to 5pm Weekends

  • TAFE & CHSC Students - complete the Swipe Card Form, they may bring to your office for signing (verifying they are currently enrolled) and then take to Security Guards Office with Student ID Card
  • SCU - can go straight to the Security Guards Office (A.G.4) with Student ID card
Q. Who can access campus WiFi?

A.
  • Only for current CHSC, TAFE & SCU
  • DETNSW – you’ll notice a setup for CHSC and another for all other PUBLIC high schools
  • Other Events
    • Should be arranged when room booking occurs
    • A CHEC partner must sponsor the event (provide guest accounts – noting for TAFE/CHSC aren’t commonly available).
    • Otherwise, the person will have to hotspot/tether (phones to laptops) see iPhone / Android
Q. Where are the JP's on-campus?

A.
  • There is no list of designated people to our knowledge at CHEC, there are some people who are, but they can’t guarantee their availability at any particular time
  • Technology Services doesn’t offer this service so please don’t direct any customers to us
  • There is the NSW JP Register at JP Public Register, we’ll generally advise post office and shopping centres
Q. What if a student changes their name?

A.
  • You'll process the request in ERN/OneEBS/Student System and let the student know when complete and if they want their email address/IT account accounts to follow, send an email to coffs.servicedesk@scu.edu.au
  • We'll generally work with the student to set the best date/time not to effect assignment submissions etc
  • It goes through a few teams, so can take 48 hours and sync with a few servers/systems
  • Password won't change just the username + display name

Key Guides

Current Known Issues

Recently Resolved Issues

  • None