New Staff - FAQ

Welcome to the University of Suffolk from the IT Services team

If you’ve just joined the University of Suffolk as a member of staff, this guide was created for you to answer some of the IT-related questions you may have.

To book an Introduction to IT or AV session, please email the IT Service Desk.

How do I get help with IT?

The IT Service Desk is your single point of contact for any IT requests and problems during your career at the University of Suffolk.

There are a number of ways to get support:

  • Use the IT Self-Service Portal to raise and track requests
  • Search our IT Services web pages for answers to frequently asked questions
  • Follow us on Twitter
  • Call us on 01473 338222 (or use ext. 38222)
  • Visit us in person in the Infozone, Waterfront Building

The IT Service Desk is open Monday to Thursday 08:45 - 17:15 and Friday 08:45 - 16:45.

What is my username and password?

You should receive your username and password from your line manager or a Human Resources representative during your induction. Your username and password will allow you to access a number of services at the University of Suffolk.

It’s important to set up your security profile and change your password when you start; refer to our guide for changing your password for more information.


Where is my Desktop PC?

During our new starter process, your line manager would have been sent a new starter form to fill in. This asks for any equipment that may need to be provided for you and if you need access rights to mailboxes and folders. If this form hasn't been comleted in time, we may not have equpment ready for you. Please check with your line manager to see if the form has been completed, otherwise it can be filled in here:

New Starter Form

**Please be advised that the New Starter Form will only be actioned upon receiving an official new starter notification from HR.**


What is my telephone extension number?

Your line manager should have requested a unique extension telephone number for you prior to your arrival, if you require one as part of your job role. This is usually requested before you start by your line manager, who should have filled in the New Starter Form. If this hasn't been completed, please advise them to fill it in using the box above this section. If it has been filled in, IT Services will provide your line manager with the information you need to log into the phone and set up voicemail. 

If you require any additional guidance in using your phone, please check our how-to information, or contact the IT Service Desk.

When do I get my ID Card?

Once your University of Suffolk account is active, and we’ve received your photo, we’ll issue your ID Card.

Your ID Card has a number of purposes, including:

  • Accessing controlled doors on campus
  • Using the MFDs/Printers across the Ipswich Campus
  • Loaning books and resources from the Library

It’s important to carry your ID Card with you at all times whilst on Campus. If you require access to specialist areas (such as laboratories), your line manager will need to contact our ID Cards team on


How do I connect to WiFi?

As a staff member at the University of Suffolk, you are eligible to use the eduroam wireless network; eduroam is a secure wireless service developed for the Higher Education and Research community, and is available across a number of participating institutions.

More information and device-specific configuration guides can be found on our IT Services pages.


Where can I print? 

There are a number of Multi-Functional Devices (MFDs) located in staff and open access areas across the Ipswich Campus.

We use a print service and management tool called PaperCut. There are two major benefits for using the PaperCut system:

  • You can send print jobs from any desktop or laptop connected to the University of Suffolk network
  • You can release print jobs from any of the MFDs/Printers across the Ipswich Campus

You’ll need to register your ID Card to the print service the first time you use one of the MFDs. There are comprehensive guides for printing, copying and scanning using the MFDs on our IT Services pages.  

How do I access a particular resource?

You may require access to additional resources as part of your job. Your line manager will need to make a request for these via the IT Service Desk.

Examples of when your line manager should contact us:

  • You need access to protected areas on the shared network drive
  • You need access to a shared mailbox
  • You need a specialist program installed on your PC *
  • You need to be added to an email distribution list

* If you require access to the SITS application, your line manager should submit the SITS User Login Request Form to the Management Information Team. The form is available in the Staff Information area of MySuffolk -


What next?

Now is a good time to become familiar with some of the other IT-related tasks that will help you with your day-to-day job. Refer to our guides for adding a shared mailbox or using your calendar in Outlook. View information about using the Audio-Visual equipment at the Ipswich Campus. Protect your data by learning how to identify spam and phishing emails.  


Add comment

Log in to post comments