Zoology IT support is provided by CSCS
The computing service in Zoology is provided by the Clinical School Computing Service (CSCS). We are a specialist IT department of the University that focuses on academic and research IT infrastructure and support.
How is CSCS funded?
CSCS is funded mainly by cost recovery from the departments that we provide IT services to. Service charges are as granular as possible so that a department only buys into what it is using. For a list of our charges please see the Service Catalogue.
User accounts, network charges and workstation support charges are paid for centrally by the department of Zoology. Any additional services (such as configuring new machines, remote laptop backup or web hosting) must be paid for by the user. For assistance in including IT costs within a grant application, please contact the Service Desk (details below).
Frequently Asked Questions
Getting Help
Our Self Service Portal
You should use our Self Service portal to log all contacts with CSCS. You can find the portal at this link: https://itsupport.medschl.cam.ac.uk. Requests for new services or changes can be logged in the Service Catalogue and there are forms for many commonly requested items. Incidents (where something is broken) can be logged by clicking ‘Something Doesn’t Work’ on the right side of the screen. You can also track progress, add notes, updates and attachments to open tickets on the portal.
Logging issues on the portal ensures that we get the information we need up front to quickly resolve your issue. It also suggests self-help guides so you can potentially fix something yourself.
Phone calls
If your issue is urgent we suggest you call the Service Desk directly at 01223 (3)36261 so that we can assist. We ask that phone lines be kept open for urgent issues.
Our guides and FAQs
Please see the CSCS Guides first for useful information about our service: https://cscsguides.medschl.cam.ac.uk
Who gets support from the Clinical School Computing Service?
All Zoology staff and post graduate researchers can be subscribed to CSCS IT services. Undergraduates get support for departmental computers, but should contact their College IT staff for problems with their own devices.
Which devices are supported?
Computers that have been configured for support by us are given a zoopc name and printers zoopr. If your machine has not been configured with a zoo name, please call the Service Desk to arrange for your machine to be added to the service (see below, Registering a new device for support).
Phones and tablets are not officially supported, but we will assist you with their configuration where we can.
What happens when I contact CSCS?
This depends on the problem. The Service Desk can solve the majority of problems and, using remote desktop, can often solve them within minutes. All you need to supply is the name of the computer or printer that you are having a problem with. This will be a sticker on the device in the format of ‘zoopc##’ or ‘zoopr##’
If the problem cannot be resolved immediately, then we will arrange for a call back or visit by one of the relevant teams.
If the device needs to be taken away to be repaired, we will endeavour to provide you with a loan computer or printer to use.
Are there guides or courses available?
What if I have a problem with Hermes, Raven, UniofCam or Eduroam?
These services are run by University Information Services; you can contact the relevant Service Desk on 62999 or via service-desk@uis.cam.ac.uk
What if I have a problem with UFS, CamTools, CamSIS, or CHRIS?
These services are also run by University Information Services; there are several Service Desks who you can contact, depending on which service you’re having issues with. See here for more information.
Using Zoology Computers
Logging in to a Zoology departmental computer
All Zoology departmental computers should be on the BIOSCI domain, and you can log onto any of these using your BIOSCI credentials. You should never share your BIOSCI credentials with anyone – everyone has their own. If a shared or guest account is needed, this can be arranged by the Service Desk.
Who has Administrative rights on our computers?
Our policy is that people should be able to control their own machines. The default configuration is that all members of a research group have administrative rights to the computers within that group – not including people’s personal machines of course. If you think that you are missing permissions on a machine, please contact the Service Desk who can amend this.
Can Part II undergraduates use departmental computers?
Not by default; they only have access to the fifteen computers in the Part II room. If you would like a particular student to have access to your computers (because they are doing a project with you) this can be arranged via the Service Desk.
Changing your password
On a PC – login, press ctrl-alt-delete, then choose “Change a Password…”
On an iMac – login, open System Preferences and then Accounts. The appropriate button is on the right of the screen.
On a MacBook – you’ll need to access a PC to change your BIOSCI password
If you have forgotten your password
If you cannot remember your BIOSCI password, you can email the Service Desk from your @cam email address requesting a reset, or call us on 36261 to arrange an alternative means of verification.
What are the requirements on passwords?
Passwords must be a minimum of 8 characters, and include at least one capital and one symbol or number. They must not include your name.
Public computers
There are six computers in the Part II Computer room that may be used by staff and post graduates. Printing is free.
Can I use my own computer in the department?
Please contact us to arrange an appointment for new devices; we will ensure security is adequate, configure a wired network connection, access to backups and enable remote support.
If your machine has all relevant operating system patches, browser updates, runtime updates (Flash & Java), and anti-malware software installed, and you would like a wired network connection, please apply for the Network Connection Service.
When I log on to my Mac, I get a password request dialogue, why?
If you log onto a Mac with a local account, rather than with your BIOSCI credentials, then it needs you to provide BIOSCI credentials in order to access your network drives.
This should be filled in as:
Name: BIOSCI\CRSid
Password: Your BIOSCI password
Registering New People and Devices
Registering new staff and students
We are notified in advance of new staff arrivals by the HR Administrator, and of new research student arrivals by the Graduate Administrator. We will apply for a CRSid, and then create a BIOSCI account. The process can take up to 3-4 days so ideally is done in advance of their arrival. Once the process is complete we will email the new starter that they can collect their passwords from the appropriate Administrator.
Arranging a network connection for a new computer or wireless access for a visitor
For a wired connection please apply for a Network Connection.
For a wireless connection find out more about eduroam.
Registering a new device for support
In order for a device to be supported, we must first configure it and join it to the BIOSCI domain. This will allow you to log onto it with your BIOSCI credentials, access your network drives, as well as enabling remote support. There is an initial charge to cover staff time for configuration and delivery (please see How is CSCS funded? above for more details). This charge is waived if the device is bought via CSCS.
To sign up for this look at our Computer Support Service.
Purchasing
Getting a quote for new hardware
If you would like to purchase new IT equipment, our Service Desk is happy to recommend, purchase, configure and deliver any IT equipment that is available from University-approved suppliers. Typically the best prices are found through the University’s desktop and laptop tender which include different configurations and 5 year hardware warranties.
If you would like any advice, or help with costing IT services into your grant applications, please contact the Service Desk.Purchasing software licences
Each research group is responsible for purchasing it’s own licences. The UIS can provide most software packages at discounted prices. Usually you will only need to buy the licence; we will already have the disk and can install the software for you, but please phone to check.
HOW TO PURCHASE:
- Visit Software Sales, log in with your Raven account and choose ‘Institutional software’
- Find and add licences to your basket. Be sure they are for PC or Mac as appropriate. Complete the checkout process, choosing to pay by ‘University Department PO’ but not specifying the number yet. Print the form at the end as instructed.
- Complete a Zoology requisition form (avaiable here) with the Item ID, description, cost and grant code and email it to zoopurchase@zoo.cam.ac.uk
- Collect your PO from the Purchasing Office when notified.
- Either UMS or take both forms to the Computing Services Service Desk on the second floor of the Austin Building.
Where the UIS cannot provide an application or software, we have also found www.pugh.co.uk to be an excellent alternative.
Protecting Your Data
How should I backup my data?
Everybody has 50GB of private space on CSCS servers, termed your ‘Home drive’. If you are using a Windows PC with a BIOSCI login then your Desktop, Documents, Pictures and Outlook archives are already automatically backed up to this space. If you are using a Zoology Mac, then you have access via the shortcut in your Dock.
How safe is my data on this system?
All data is stored both in the department and also replicated to the Addenbrookes site to protect against any equipment failure. To protect against accidental deletion or corruption, ‘snapshots’ of files are taken several times each day.
Zoology Departmental Drive
Everybody in the department has access to the ‘Zoology Departmental Drive’. If you are using a departmental Windows PC, it can be found in ‘Computer’. If you are using a departmental Mac, then follow the ‘Groups$’ link on your Dock. If you have any problems accessing it, then please contact the Service Desk and we can assist you.
The ‘Departmental Drive’ is primarily for use with department wide projects and announcements, but can be used to send files to each other also, and it is better practice than emailing them.
I store my data on an external drive, is this safe?
The cheapness of these devices means that the components often fail, and the lack of physical protection means the drive is easily damaged .We have seen seven broken external drives at Zoology, and not everyone had a second copy. Important data should always be stored in two places, and we recommend you use your private space (50GB) or your group drive for this purpose wherever possible.
I store my data on a NAS (e.g. Buffalo TeraStation), is this safe?
NAS boxes protect against single drive failure by spreading data across multiple drives, but are still susceptible to electronics failure and accidental deletion. A second copy of the data is still required. A UPS is also recommended to help protect against power cuts.
I store my data on Dropbox / Google / OneDrive etc, is this safe?
These services are primarily for convenient syncing between multiple machines, and are not to be considered as a sufficient backup. If you are using a free account then there is no requirement for them to protect your data. If your data is sensitive, it is worth considering is the rights you give a company by uploading your data to their computers.
Remote Access
How can I remotely access my data? Click here for details
Leaving the department
What happens to my computer when I leave the department?
CSCS will be contacted by your department to request that your BioSci account is closed. If your account should stay open after the end of your contract please contact admin@zoo.cam.ac.uk.
With regards to your Hermes account and university services more information can be found on the Staff Leaving page on the UCS site.
How can I get my @cam mail forwarded after I leave?
If you search for and edit your own entry at http://www.lookup.cam.ac.uk/, you can specify a ‘leaving email address’ to which all mail arriving at your @cam will be forwarded. Be aware this cannot be modified once you have left.
What happens to my data when I leave the department?
Any network drives in your name will be closed after 30 days; it is your responsibility to take a copy of the data or transfer it to a colleague or group drive.
Further Reading
Further information about the services offered by the Clinical School are available at: http://cscs.medschl.cam.ac.uk/
