UNSW Recommendations for macOS Sierra

Wait and research before upgrading

Apple is releasing its new version of the Mac operating system, macOS 10.12 Sierra on September 21.

Mac users running 10.11 can upgrade their Mac via the Mac App Store from the 21st, however UNSW IT suggest you delay upgrading your Mac for a few weeks to give Apple and app developers time to address the many bugs that typically exist in a new operating system release.

If you rely on certain software (such as SPSS or Photoshop) it is worth waiting to see if other users are experiencing bugs with that software before upgrading. Checking the support forums of the software you use regularly is recommended. Roaring Apps maintains a list of applications that are known to be incompatible with Sierra. Continue reading

UNSW IT Lends Support to eReuse Program

ereuse standeReuse is a UNSW student start-up and not-for-profit organisation with the goal of supporting a sustainable e-waste management system. The program, funded by Arc, has recently launched as a pilot, and UNSW IT are proud to be able to support the initiative.

eReuse has a two main goals. The first is to reduce the amount of e-waste filling up landfills across Australia by breathing new life into “old but good” computer equipment. At the same time, eReuse hopes help bridge the digital divide by getting that computing equipment into the hands of disadvantaged families.  Continue reading

A new way of measuring customer satisfaction


We have a new way of measuring customer satisfaction in IT. From the 1st of July UNSW IT started to use a customer service metric called Net Promoter Score (NPS), which is defined as a measure of how likely our customers are to recommend us to a friend or a colleague, expressed as a score.

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Lynda Courses for UNSW Staff and Students

Lynda.com helps UNSW staff and students learn software, creative, and business skills to achieve personal and professional goals. UNSW staff and students have unlimited access to a vast library (3,278 courses and 109,000 tutorials) of high quality, current, and engaging video tutorials taught by professional teachers. Continue reading

UNSW IT Service Centre – About Us

Here is the first in a series of videos introducing you to the UNSW IT team. We’re starting with the IT Service Centre, the first people you’re likely to interact with when you contact IT. 

UNSW Australia is one of the largest universities in the country. With over 53k students, 6k staff and over 260k alumni,  the IT Service Centre is one of the first contact points for prospective and current students, staff and alumni of UNSW. 

The IT Service Centre is a small and dedicated team that strives to provide positive outcomes for its customers. The team is trained to technically troubleshoot IT issues from wireless and email to learning and research systems. The range of services we support is very wide, and the IT Service Centre resolves around 70k requests per year, and around 30k of those at the first point of contact.   

The team also provisions access to core organisational systems, actioning over 7.5k requests per year. The University needs to focus on collaboration, learning, teaching and research, and the IT Service Centre enables this.  

One initiative of the Service Centre is the IT Hero Program. The program allows our students to experience meaningful work integrated learning through participation in internal innovation projects aimed at improving UNSW products and services.  

The Service Centre’s mission is to provide an awesome experience to every customer, on every device, across every touchpoint.

UNSW Service Improvement Conference

IT Heroes Night

Last Friday the Scientia hosted the UNSW Service Improvement Conference, a bi-annual event that aims to connect UNSW IT with those who use our services the most — the students of UNSW. The Service Improvement Conference is part of the IT Heroes Program, and aims to discover ideas from the student body on how we can improve our services, while giving students the chance to develop their skills in teamwork, problem solving and communications.

Congratulations to the winners, teams Unviate, Mayte, and Handbook 2.0 – the judges had a difficult time narrowing down the field to just three winners.  Continue reading