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 have been reimposed by my broadband provider. What is the council's position on this?

We are in discussion with several internet service providers (ISPs) to encourage the availability of affordable options for staff.

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 request equipment to help me work from home?

Yes, you can request the following equipment by speaking to your line manager:

  • base unit or laptop
  • monitor (1 or 2 depending on your job role) with in built web cam - recommended for health and safety if working from a deveice for long periods
  • keyboard
  • mouse
  • mouse mat
  • headset
  • ethernet cable - (category 5 cable) to hard connect to your home router
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 ICT Customer Portal (previously IT Service Desk). If the issue is not related to a fault you will need to discuss this with your line manager.

How do I get my laptop or PC base unit put back on the council network?

To get your laptop put back on the council network raise a ticket using the ICT Customer Portal - other laptop ticket option. For a desktop PC use the ICT Customer Portal - other desktop PC ticket option. This has replaced the IT Service Desk.

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 using the ICT Customer Portal - install application/software option. This has replaced the IT Service Desk.

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 by raising the relevant ticket on the ICT Customer Portal (previously IT Service Desk).

Which headsets will work with my laptop?

3.5mm Jack plugAny 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?

If there is a requirement for a mobile device or smart phone it should be discussed with your line manager and they can raise a request for you via the ICT Customer Portal (previously IT Service Desk). The normal implications around costs may apply.

If you have a query, please email the mobile device support team.

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 log a request on the ICT Customer Portal (previously IT Service Desk).

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

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