Academic Computing and Client Technology Services (ACCTS) is a new department within the University, established in early 2017. The role of ACCTS is to oversee the delivery of information and communications technology (ICT) services with a focus on:
- providing front line support for all aspects of ICT
- supporting ICT for teaching and research
- delivering and supporting desktop productivity services
- overseeing ICT governance and planning
ACCTS works closely with the Information Technology (IT) department to deliver a seamless set of ICT services to the University community.
Further detail on the scope of ACCTS services is provided below.
IT Service Desk
The Service Desk consists of both the Staff IT Service Desk (located on Level 4 in J Building) and the Student IT Help Desk (located within the Library) and provides the first point of contact for most service requests for ICT support from the university community. In fact, the Service Desk is able to address more than 80% of all ICT requests.
Desktop and mobile productivity services
The way most staff and students experience the University’s ICT is through a desktop or laboratory computer or using their own computer, laptop or mobile device. Increasingly, this experience is independent of location and includes the use of University software and systems on personally owned devices accessible across the Internet.
ACCTS is focussed on maximising the benefit received by staff and students in using this personal productivity environment.
Learning and Teaching
Each semester the University’s academic program requires the setup of ICT software, equipment and services that support the delivery of teaching and learning activity. ACCTS engages closely with the academic community to ensure that approved course requirements are understood, funded and able to be delivered in alignment with approved timetabling requirements.
Operationally support is provided to learning and teaching spaces through regular maintenance checks of facilities, immediate response to hot-line issues experienced in lecture theatres during teaching activity and through the timely resolution of other teaching related ICT issues.
ACCTS also provides operational support for ICT and audio-visual (AV) enabled meeting rooms.
ACCTS works closely with C-SALT in supporting the use of educational technologies within operational teaching spaces. Academic staff are encouraged to continue to work closely with C-SALT when considering pedagogical approaches and in maximising teaching outcomes using ICT.
The ICT demands of University research are mainly supported through access to a broad range of current USC software, systems, technologies and services. Increasingly, these needs are requiring specialist software, platforms or services, often leveraging infrastructure that is available through sector-wide eResearch facilities such as QCIF.
Services are also available to Research Higher Degree students in consultation with their supervisor.
Consultation services are available to work with Faculties, Research Centres and research staff to provide advice on ICT options that may be available to support research needs. This may also extend to developing new eResearch capabilities, subject to available resources, required funding and suitable approval.
ICT Governance and Planning
While day to day service delivery is the most important aspect of ICT operations for most clients, it is also critical for our digital environment to be able to constantly adapt to the changing needs and demands required by the University mission, vision and strategic goals.
ACCTS and IT work closely with stakeholders from across the University to ensure that the evolving needs of USC are considered against strategic priorities, are aligned with existing IT architecture and appropriately prioritised to maximise organisational benefit.
Key components of the ICT governance framework include:
- The ICT Governance Committee
- Digital Services Group
- Relationship Management
- Enterprise Architecture