HELPDESKIT Training
Website
Description of services
IT Services runs a large number of short training courses which provide introductory information and experience of using a particular computer system or software package.
Courses are generally available to staff and students. They are either half day or full day sessions, (often convenient for staff and postgraduates), or in a series of 2-hour sessions (often convenient for undergraduates). The most popular courses are run several times per term. All courses have an important practical element and, in order to provide courses at an appropriate level, pre-requisites are specified
Who can request the service?
Free to all members of University staff, Honorary Clinical and Research staff and registered postgraduates and undergraduates. Places on courses are offered on a strictly first-come-first-served basis.
Training may be available for external groups at a charge – details on request.
When are courses available?
Generally September to May
How to request a service
Selection and booking are online - NB you will need your GUID credentials to book a place.
Registered students: your GUID is your student login ID and password.
Staff: see http://www.gla.ac.uk/services/it/forstaff/guid/
For a custom course to suit special requirements contact: training@it.gla.ac.uk or for College-specific undergraduate IT courses contact: itts@gla.ac.uk
Charges and fees
Courses are generally centrally funded, but some courses which are hosted by IT Services may have specific charges associated with them, but this will be made clear at the time of booking.
Restrictions
Conditions are highlighted in the booking process. Scheduled classes may be cancelled if demand is too low; any cancellation is notified by email and alternative dates offered.
Customer obligation
Ensure you satisfy any course pre-requisites.
Attend promptly – late entrance may be denied.
To cancel a booking on a half-day or full-day course, use the booking website with at least 48 hours notice. For anyone who fails to attend but has not cancelled in good time, penalties may apply.
Support
Help is available in selecting, booking or arranging courses, and with specific difficulties afterwards in the material covered.
contact: training@it.gla.ac.uk.
Service standards
Details of our scheduled course programme, including content, pre-requisites and objectives for each course, are published on the training website (link below) and in an annual booklet. At least three weeks before the commencement of the new session the website is available and the booklet is distributed to all staff. The website is updated thereafter to reflect changes.
On receipt of a booking request, a confirmation email is sent out by the next working day. For offline requests, if a course is fully booked, a place on the closest alternative date will be offered or the requester will be placed on a waiting list and notified.
At least one week before the course, joining instructions will be sent by email, confirming all details and re-stating the pre-requisites and objectives. (Those who book a course within a week of commencement should note the details on their confirmation email).
On all courses, attendees have a dedicated computer for their exclusive use. Supporting materials are issued on all courses.
All course attendees are invited to complete a Course Evaluation Form. Our service target is for a minimum of 75% of attendees ‘satisfied’ or ‘highly satisfied’ with the course.
Scheduled courses are run if there are a minimum of 5 bookings one week before commencement. Otherwise the course is cancelled with as much prior notification as possible and those booked are given the option of a new date for the course or advice on suitable alternatives. In exceptional circumstances one-to-one training may be possible.
Some courses are scheduled only when 5 or more applications have been received. These are clearly indicated on the booking website.
Customer service issues
Any dissatisfaction with the Training Service should be addressed in the first instance to the course tutor or to the Helpdesk & Training Manager:
training@it.gla.ac.uk
Telephone - +44 141-330 4827
Helpdesk & Training Manager,
IT Services,
Library level 4 Annexe,
University of Glasgow,
Glasgow,
G12 8QE.
or subsequently with
Director of IT Services
James Watt North Building
University of Glasgow
G12 8QQ
Further information
http://www.gla.ac.uk/it/training/