IT FAQs

General

What happens if I forget my network password?

Unfortunately if you forget your network password while you are working at home it cannot be reset remotely.

You will need to take your laptop or device to a council office or site (this doesn't need to be your usual place of work), connect it to the network and follow the self service password reset process.

Can I store documents on my desktop while I'm working at home?

As you will have access to all of your network drives while you are working at home, we recommend that you continue to store your documents there as you would in the office. Then they will be backed up as normal.

Documents stored on your desktop will not be backed up and so may be lost if your laptop or PC base unit fails.

Home broadband limits may be reimposed by my broadband provider soon. What is the council's position on this?

We are in discussion with several internet service providers (ISPs) to understand their approach when reinstating monthly download limits. It is expected that some ISP's may start introducing limits again from September 2020, we have no further information at the moment.

If you are on a limited package we recommend that you contact your ISP to understand your personal circumstances as the council cannot act on your behalf.

Should data limits become an issue to continue working from home please discuss this with your line manager.

ICT equipment

Can I order a laptop to enable me to work from home?

No. Unfortunately we do not have any spare laptops or base units.

We are also unable to order any because they are out of stock across the country.

On Tuesday 17 March, all Heads of Service were sent a list of devices that hadn't been used in the last 90 days. We advise that unused devices are reallocated to staff who require them.

What should I do if I or my manager would like me to partly work from the office, but the IT equipment I currently have does not permit me to work from more than one location?

The council provides IT equipment which fully supports agile and remote working. If there is a new requirement this will need to be discussed with your line manager.

I have IT issues affecting my ability to work. What should I do?

If you have a fault with a council device, then the issue should be logged on the IT Service Desk. If the issue is not related to a fault you will need to discuss this with your line manager.

I have a laptop that is not being used, how do I return it?

Please email the business analysts and include:

  • service area name
  • number of devices available
  • location of each device
How do I get my laptop or PC base unit put back on the council network?

Please raise a request on the IT Service Desk to have your laptop or PC put back on the network:

  1. Access the IT Service Desk
  2. Select Log a Request
  3. Choose Request Not Listed from the list
  4. Complete the form
Can I take a PC base unit home to work on?

Yes. You can take your base unit home, but it will not have WIFI so you must connect to your broadband using a network cable.

These are available from either the out of hours entrance or IT reception (C Block) at County Hall.

Before you take your base unit home

Your base unit must be configured correctly before you take it home, otherwise it will not work.

We have now accessed all PC base units remotely and installed the council's VPN (Virtual Private Network) software on them.

If it has not been installed on your PC base unit and you need it, you can raise a request on the IT Service Desk:

  1. Access the IT Service Desk
  2. Hit Log a Request
  3. Select Application installion from the list
  4. Choose Cisco AnyConnect
  5. Complete the form
Can I buy new hardware or software?

If you think you may need to procure an ICT solution to help with the day-to-day management of your service during the Coronavirus (COVID-19) pandemic, please email the business analysts.

We will contact you to discuss your request further.

How do I assign a device to somebody else?

You can transfer a device from yourself to someone else on the IT Service Desk:

  1. Access the IT Service Desk
  2. Select IT asset management
  3. Choose Manage an asset from the list
  4. Complete the form

Can I have a headset to use with Microsoft Teams or MiCollab/BluStar?

3.5mm Jack plugUnfortunately we do not have any headsets available but we are trying to order some.

In the meantime, any headset with a 3.5mm jack can be used, if you have access to one.

Please note: the newest Apple headphones are not suitable as they use a lightening adapter. This plug is unsupported by Windows based PCs.

Telephones

Can I order a mobile device or smart phone?

Unfortunately mobile phones and smart phones are out of stock across the country so we have had to temporarily suspend new orders. If you have any queries, please email the mobile device support team.

On Friday 20 March, all Heads of Service were sent a list of mobile devices that hadn't been used in the last 30 days. We advise that unused devices are reallocated to staff within the service area who require them.

Can I divert my desk phone to my mobile phone or a landline?

Where possible, please do not divert your desk phone to your mobile or home phone.

We are asking staff who have already diverted their phones to remove the divert - where it is safe to do so - as it is putting extreme pressure on the council's telephone system.

If you need to speak to members of the public over the telephone, the IT service can provide some extra facilities to help. However these are very limited.

Please use a council mobile phone or smart phone to make calls if possible. We have an unlimited allowance on text messages and call time.

If you have no other viable option, your head of service can email the business analysts to make a request.

How do I make an internal telephone call?

We have now installed Microsoft Teams on all laptops and devices at the council.

You can make voice calls to anyone in the council using Microsoft Teams.

How do I make calls to members of the public?

If you need to speak to members of the public over the telephone, the IT service can provide some extra facilities to help. However these are very limited.

Please use a council mobile phone or smart phone to make calls if possible. We have an unlimited allowance on text messages and call time.

If you have no other viable option, your head of service can email the business analysts to make a request.

Please note: we are also investigating whether we can provide a third party solution to allow staff to communicate with customers while working at home. We will provide more information soon.

How do I hide my mobile number when making a call to the public?

iPhone

  1. Open the Settings app
  2. Scroll down and select Phone
  3. Choose Show My Caller ID
  4. Set the toggle to off

Nokia 301

  1. Go to Menu
  2. Select Settings
  3. Choose Call
  4. Select Send my caller ID
  5. Then No
Can I make conference calls?

We have now installed Microsoft Teams on all laptops and devices at the council.

All internal conference calls should now be made using the voice call function in Microsoft Teams.

Please note: we are also investigating whether we can provide a third party solution to allow staff to communicate with third party suppliers while working at home. We will provide more information soon.

Help us improve our FAQs

If you haven't been able to find the answer to your question, please email the business analysts.

We'll make further updates to this page on a regular basis. We thank you in advance for your help.

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