The supports provided by the unit include design, specification, purchasing, installation and integration of equipment and systems in teaching and conference venues. In addition, there are procurement and tendering processes in place for equipment supply contracts and other ancillary services (e.g. events support) on behalf of the university and liaise closely with Buildings & Estates, ISS (computer services), the Conference Office, Schools and College Offices. Training and support in the use of equipment and software, as well as on-call emergency support, ad hoc event arrangements, and online services are also included in their work.

A primary role of the unit is to provide technical support and advice to academic staff teaching in any of the maintained venues. This includes a responsive, on-call mode, in which immediate support can be given if there is a technical problem that is affecting a live teaching session. The team handle queries through a number of modes:

• Phone call straight to the unit, the number for which is posted on all lecterns and in teaching venues. Urgent calls

relating to live teaching sessions, are responded to by having an available staff member at any location on

campus within 15 minutes.

• Helpdesk tickets – an extensive helpdesk structure is in place and allows logging of progress and easy

identification of recurring issues

• Emails directly to the unit or to individuals

• MS Teams calls

The Service Desk ticketing system allows for management of support requests and analysis of the frequency of issues or support needs. It is regularly reviewed and is invaluable in identifying faults or the need for clearer instructions or more training. The current categories in use are:

• Emergency call out (top priority)

• Report a fault

• Request loan of equipment

• Request AV support for a university event

• Request new installation of AV equipment

• Videoconferencing booking/support

• Request access to specific licences (eg Zoom webinar mode)

Please refer to our Policies section https://tips.universityofgalway.ie/m/105468/c/438272

1. Faults should be reported to AV Support as soon as possible through the ticketing system.
2. All classroom and theatre locations are routinely serviced by AV support - minor problems will be sign posted in individual theatres.
   Major problems will be notified to departmental administrators as soon as a technical fault has been reported or discovered.
3. On foot of information received of a problem/fault:
   1. AV Support will endeavor to rectify problem as soon as possible.
   2. Inform departments of existence of a fault in a particular Theatre/Class hall.(See 2 above)
   3. Provide temporary solution until full service can be restored.

To help manage schedules, workloads, and resources, CELT recommend that requests are submitted using this simple Partnership, Projects, and Proposals form

These forms are reviewed at monthly meetings by the CELT Management team and prioritised based on available capacity, budgets, timeframes, etc.

If you require technical support that includes audio-visual assistance, recording, streaming, video conferencing and media production of Special Events hosted in or by University of Galway.

Please refer to Multi-Party Framework Agreement CON433

This is a Multi-Party Framework Agreement divided into two Lots depending on event type:

• Lot 1 - Corporate Public Proceedings

• Lot 2 - High Profile Public Proceedings

For further information please contact:

Procurement and Contracts, University of Galway.

Tel.: +353 91 493970.   Email: [email protected]      www.universityofgalway.ie/procurement/