Remote and Mobile Working

This article describes the Remote and Mobile Working (CO3) service, part of the Service Catalogue, including details on support offering, and how to access the service.

Service Description

Provision of remote and mobile working technologies to enable staff and students who are not using PCs on the campus network to access University resources.

Contact type Contact(s) 
Key Business Stakeholder(s) To be confirmed
ELT lead Head of Infrastructure and Service Management
IT Service Owner(s) Client Services Manager
IT Service Manager(s) 
Business Relationship Manager (BRM)KB0012310 Business Relationship Management

Standard Service offering

What IT delivers from a user perspective. IT is supporting the following business services.

CO3.1 - Virtual Windows Desktop (VWD) which provides access to University IT services in a familiar cluster-style desktop from anywhere with a reliable Internet connection

CO3.2 - Virtual Private Network (VPN) which provides staff with secure, encrypted access to University systems and files. Remove full stop

C03.3 – Wireless connectivity through the eduroam service across campus and in university managed halls of residence

Service Support Level

Level 1 Service - Business critical services essential to business operation, requiring a primary, secondary and tertiary contacts in application support as a minimum. IT Manager assigned.

Level 2 Service - Business operational services contributing to efficient business operation requiring a primary and secondary contact in application support as a minimum. (Infrastructure support (configuration, database, servers). IT Manager assigned (optional).

Level 3 Service – does not have any 2nd line support and will be a best endeavours approach only. Also includes any automated self-service, self-help solutions. May not have an IT Managers assigned.

How to request

Please contact the IT Service Desk in the first instance for further information or via the self Service portal to make that initial request describing your requirements. You may also contact your Business Relationship Manager (BRMs) who will be able to discuss your initial requirements and guide you to the appropriate resources. 

How to access

This service is accessible to all University staff and students; and partners - please use the self-service portal or contact IT Service Desk for more information.

How to use

Information about available training and online resources can be found at  

Hours of availability and support

The best way to contact IT is via the IT Self Service site ( or in person (level 10 EC Stoner).

First level support is via the IT Service Desk - The IT Service Desk availability is published in the knowledge base article KB0012259. See related articles section.

The scope of this agreement covers the following;

This agreement does not include;

 Supported hours

The hours when service support is available.

Second level support will be available 09:00-17:00 Mon – Fri

SLAs and OLAs

In review - to be published in due course.