#HertsHeroes: The Library and Computing Service Support Team

The transition to remote working was a big task for us all. We all had to get used to new technologies as our usual day to day work and study suddenly became virtual. We want to thank all our students for their patience and adaptability to this new way of working and we do hope that you reach out to your lecturers and the helpdesk if you need any support. 

This move to virtual learning was a huge team effort from right across the University, and one that wouldn’t haven’t been possible without the outstanding efforts of our Library and Computing Support Team (LCS). Read on to find out why they are todays Herts Heroes. 

Meet the Team

The Library and Computing Support Team is responsible for the University’s information services, technology and learning resources. 

The team focus on the needs of our students and staff and help to manage our LRCs, software, hardware, and are always on the lookout for new systems and emerging technologies. 


Getting prepared 

Preparations for working and studying from home started several weeks before we were all asked to stay at home as we wanted to make sure we were well prepared before the expected scenario became a reality.  

To get started, the Helpdesk began testing the contact center from their homes, ensuring it would be ready to support others as we all moved through the transition. They visited departments, going desk to desk to ensure each member of staff had all of the equipment they needed, finding and setting up as many spare devices as they could, sourcing kit to assist users and provided training and demonstrations to individuals to enable them to get up and running more quickly before we had to leave site. 

Several staff also stayed on site until the lockdown helping the final members of staff and students to be ready to work and study from home. 

Supporting from home 

Since then the team have continued to support staff and students from their homes by phone, email, tickets and Microsoft Teams.  They have seen a great increase in the amount of time that is needed to support individuals as they adapt to life at home and call times have risen greatly with the longest call being 2 hours! 

The Helpdesk, Local Support Teams and the Events and Audio Visual Teams are also having to adapt to ever changing processes and new technology themselves in order to be able to give the correct information and advice on things like; student Chromebook loans, Book returns, Microsoft Teams Live, devices not working correctly, phone diversions, software queries, access to campus requests, assistance with vivas, podcasts and many more. 

Without the dedicated support and preparedness from the LCS Support Team many staff and students would not have been able to work from home so easily or be able to resolve the many ongoing queries that arise as part of maintaining an online life at home. 


Thank you 

So many individuals have come forward to express their thanks to the support from LCS. Here’s what some of you had to say: 

“Very friendly and helpful - Great department, very helpful, knowledgeable and very friendly” 

“I had an issue that appeared on our moving day, and the team fixed it even though they were very busy getting everyone set up in the new offices. Thank you!” 

“Amazing speed in resolving my queries considering the immense pressure you must all be under.  Thank you!” 

“Cannot give enough praise to the Team who I spoke to on the phone and went above and beyond to resolve my issue. You are all being amazing and I cannot thank you all enough.  Cannot praise this team enough, thank you so much.” 

“Thank so much to all at the Helpdesk who I have spoken with over the last 2 weeks in a difficult situation but have all been so helpful.” 

“You must all be absolutely at your wits end with us lot causing you problems… we really appreciate all that you are doing…”   

“Just wanted to say a massive thank you for all your help over the past couple of days helping students make sure they have their usernames and passwords set up for their online course.  I know a few students have contacted you with various issues and you have been most helpful” 

“Outstanding level of care and customer service delivered by all the team through these difficult times. Thank you!” 

“Brilliant support as ever. “ 

“Considering we are all working from home, the response was amazing” 

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