IT Operations and Service Delivery

Led by the Deputy Head of IT Operations & Service Delivery, this section will encompass two distinct teams, Infrastructure Solutions and Client Services with a focus on the provision of forward-thinking IT infrastructure for the digital campus, identification of investment opportunities, and ensuring business as usual operations and provision of user support.

Infrastructure Solutions is responsible for maintaining and supporting the IT infrastructure for the University.  This includes the network, Internet and WIFI connectivity and storage and server infrastructure, on-premise and in the cloud (IAAS), to support enterprise applications and the user environment.  The teams below will work closely with colleagues in IT Operations, Technology Services Partners, and Business Partners and SMEs within functional areas, e.g. HR.

• Enterprise Identity Management: Identity Management (IM) is extremely important for the efficient and secure running of systems across the University and ensuring that the correct user gets the correct access, at the correct time. This team supports and administers Directories (AD, Azure), IM Systems and the information flow that is required for their use.  Liaising with systems owners and users, on a technical and brokerage basis, they manage Account lifecycles and rules (joiners, movers, leavers) according to TU Dublin’s Identity policies for each resource.

 

• Collaboration Solutions: Many University enterprise applications are now hosted in the cloud or utilize managed services. Microsoft 365 is now the collaboration tool of choice for the University and this team is responsible for the ongoing maintenance, administration, and support for M365 and its offered applications, (email, OneDrive, SharePoint, etc.) and integration and Single Sign On (SSO) for other applications. This area also includes technical management of Unified Communications (Telephony) and a Google Workspace environment. Technology Services will be supporting on-premise and cloud resources simultaneously during any transition to cloud services and will be for the next number of years.

 

• Network Solutions: The University has a large network to support, made up of many interconnecting links and external links to the Internet via HEAnet and networks supporting cloud services. This team is responsible for liaison with HEAnet and other external providers, supporting network technologies (firewalls, routers, switches, wireless systems), network solutions design, network configuration and liaison with estates for building cabling, etc. New building projects, such as the Academic Hub in Grangegorman, and network upgrades across the University are scheduled to start shortly, or are currently underway, in addition to the business-as-usual work required by the team.

 

• Infrastructure & Data Storage Solutions: Infrastructure (servers) and storage is now hosted both on-premise and in the cloud. This team is responsible for server builds and configurations, storage (SAN, NAS etc.), virtualisation, storage and compute solutions design and lifecycle, disaster recovery/business continuity, cloud Infrastructure as a Service (IaaS), brokerage role with internal customers, e.g., research, high performance computing (HPC), and liaison with Estates for power and cooling, etc.

 

Work is aligned with KPI PA4 03: Delivery of university-wide integrated business systems providing a consistent student experience regardless of Campus.  It supports KPI PL1 02: reducing carbon footprint.  Replacement of old hardware with new reduces energy usage as it is more energy efficient, and the use of virtual environments and cloud resources further reduces the requirement for hardware resources.

 

• Endpoint Management & Development: The management of end user devices is critical to ensure an efficient and secure user environment. This team is responsible for development of solutions delivery over a range of endpoint devices such as desktops, laptops and mobile devices.  The team will develop the policies and procedures to govern the use of Endpoint devices and use cloud-based management tools such as Microsoft Intune to manage both University devices and end user owned devices (BYOD) to provide a modern technology-rich end user experience for staff and students.

They develop cloud-based desktop delivery methods to provide desktop/lab services to staff and students both remotely and on campus whilst using the latest cloud-based security tools, such as Microsoft Defender to ensure the security of all endpoint devices.  The team will work with academic partners to support the delivery of Virtual and Augmented Reality teaching solutions.

 

 

 

Client Services provides 1^st and 2^nd Level IT support across all Technology Services’ solutions to TU Dublin’s student and staff community.  1^st level support comprises direct contact with the user via email/phone/message, collecting information re the problem or request and logging it on a call logging system.  2^nd level support comprises follow-up work towards resolutions of a logged call by a support engineer with a higher level of system permissions and/or knowledge, or who is a Subject Matter Expert (SME).

The teams below will be responsible for ensuring the effective provision of both 1^st and 2^nd Level IT support to our TU Dublin community, whilst ensuring ITIL framework processes are adopted, and that Service/Operational Level Agreements are achieved.  This includes liaising with 3^rd party service providers.

• Service Desk: The service desk will be the single point of contact for all IT related service requests from the staff and students.  The team will be responsible for managing the new centralised IT Service Management (ITSM) solution, implementing ITIL best practices around Incident, Problem and Change management to agreed Service and Operational level agreements (SLA/OLA’s).  The team will effectively triage all requests and resolve or escalate to the relevant 2^nd/3^rd level IT teams or 3^rd party partners, as required.  The team will liaise with the Communications Officer in the Office of the Head of Technology Services, and will be responsible for the coordination and dissemination of all Technology Services (TS) related communications to stakeholders via appropriate channels and will update TS web content ensuring information is up to date and accurate.  Provision of an IT drop-in service for in-person IT queries is also envisaged.

 

• Campus IT Support: This team will be responsible for delivering support around secure desktop/laptop builds to support blended learning/working, PC/Mac computer labs, printing, application issues, Microsoft 365, and Telephony support, connectivity issues, whilst managing such service requests in adherence with agreed Service Level Agreements. They will provide an IT Tech Lounge service as part of the One Stop Shop for in-person IT queries around our campuses.

 

The team will also collaborate with IT colleagues and stakeholders on IT Projects/Initiatives/Tenders, arrange quotes for new user hardware/services, co-ordinate application and license install for each academic year, perform inventory management and the secure, audited disposal of unsupported equipment.

 

• Classroom Technologies (Media Services): The Media Services team will be responsible for supporting and maintaining all University Audio Visual (AV) solutions across Classroom technology, common learning spaces, meeting rooms, digital signage, and event spaces. They will assist in developing long-term strategies and capacity planning for meeting future AV technology needs and be involved in tender preparation and purchasing of new equipment, managing the supplier relationships around new installations and refurbishments.  They will also provide Conference and Hybrid event support, guidance and training to end users to successfully utilise the latest AV/Hyflex technologies to support blended learning/working.