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    ServiceDesk

    What is ServiceDesk?

    Maynooth University ServiceDesk is a web-based ticketing system. It is an easy way for you to request ​assistance, to find answers and resolve your computing problems in an efficient manner. You can quickly and easily send an inquiry for help on a problem or issue.

    ServiceDesk is available 24x7 at ​https://servicedesk.nuim.ie/  
    The ServiceDesk is staffed from 9am until 1pm and 2pm until 5pm, Monday to Friday.
    You will receive an email to your Maynooth University email account with details of the ticket logged.

    Features of the Service Desk Ticketing System

    You may 

    •  Log a ticket to the ServicceDesk for help
    • Track the status of your ticket
    • Access ticket history
    • Look up answers to Frequently Asked Questions relating to IT issues.
    Your Maynooth University email address is important

    ServiceDesk will automatically use your Maynooth University email account. The system will not reply to external email addresses.

    General

    How do I map a Network Drive

    Windows - map a storage drive
    Mac - map a storage drive

    Email

    What should I do if I receive suspicious email?

    Remember that we will never ask you to email us your account password. If you receive a suspicious email do not respond to the sender, delete the message or contact ServiceDesk for clarification.

    Working from Home

    How do I use the MU VPN?

    For information on how to connect to the MU VPN please click here 

    General information regarding the VPN service can be found on our website:

    https://www.maynoothuniversity.ie/it-services/vpn-service-users-myvpn

    Multi Factor Authentication - MFA

    What is multi-factor authentication (MFA)?

    Multi-factor authentication (MFA) is an extra layer of security for your University account. Verifying your identity using an additional factor (something you have and something you know). It prevents others from accessing your account, even if they know your password. The additional factors used for verification include; codes generated by the Microsoft Authenticator app, security codes sent as SMS to mobile phones, or automatically generated telephone calls to your work desk phone. You may be familiar with some of the practices that are already widely used for online banking.

    Why is MU introducing MFA?

    MFA helps fight against phishing, social engineering and password brute-force attacks. Due to recent security incidents and the increasing number of account compromises MU is introducing MFA to protect MU users and data against attackers exploiting weak or stolen credentials.

    What services will require me to log in using MFA?

    MFA will be required for all applications that currently use Office365 to log on to, including Moodle.

    Why do I have to use MFA while on campus?

    You are required to set up MFA initially while on-campus. However, you will not be required to use the second factor while on-campus.
    If you don’t access your email outside MU you won’t have to use it, and can continue to access all email and Office 365 services on the MU network.

    Do I need a smartphone to use MFA?

    You don't need a smart phone to use MFA. You can alternatively set up MFA so that you receive a SMS message or a phone call to a landline when you need to log in. 

    More info on the specific verification methods, can be found here.
    https://docs.microsoft.com/en-gb/azure/active-directory/user-help/multi-factor-authentication-end-user-first-time

    Does it cost money to authenticate with my phone?

    There is no cost associated with authenticating with your phone.

    Is MFA supported on all Email Protocols?

    MFA is not supported on legacy protocols that only support basic authentication, examples of such protocols are IMAP, SMTP or POP.  
    It is recommended to use the Office 365 Portal or the Outlook app to connect to Office 365.
     

    How do I change my 2nd form of authentication? (e.g. from SMS to APP)

    You can use the following link to reconfigure your MFA options

    https://aka.ms/MFASetup 

    What will IT Services do with my mobile phone number?

    If you use your mobile number for MFA, it is stored in encrypted format as part of your logon account. Only you can view and change it. It is not accessible to IT Services staff or others.

    What if I don't have a coverage/data on my phone?

    The Microsoft Authenticator App does not need coverage/data to generate the code used to sign in.
    If you use SMS as the MFA Authentication method, you will need coverage to receive the SMS.

    What do I do if the Microsoft Authenticator app needs to be reinstalled on my phone?

    For Apple devices, go to the Apple Store and search for Microsoft Authenticator.
    For Android devices, go to the Play Store and search for Microsoft Authenticator.

    What do I do if I don't have my phone with me and need to sign in?

    If you are on-campus in Maynooth University, you will not be asked for the 2nd Factor of Authentication and therefore can login using your username/password combination.

    What happens if I lose my phone?

    If you use SMS as your primary authentication method and you change your phone but retain your number, you can continue to use as before.
    If you change your phone number or use the "Microsoft Authenticator App" and you no longer have access to the old number/phone, then you can use the following link to reconfigure your MFA options:
    https://aka.ms/MFASetup 
    Note: It is best to have multiple MFA options configured, if there is an issue with your primary authentication method, you can then choose another method.

    Why would I receive a logon approval request or security code when I am not trying to log on?

    An unsolicited request to approve a logon that you have not initiated usually means that someone else knows your logon username and password, and are trying to use it. Do not approve these requests and change your password immediately using https://mypassword.maynoothuniversity.ie/ 

    What is the difference between MDM and MFA?

    MU is implementing MFA. Mobile Device Management (MDM) is not being implemented as part of this project, however as MDM is part of the suite of services available from Microsoft, some of the messages may reference this type of solution.
     

    How do I access a shared mail box on my phone?

    Use the official Microsoft Outlook app to access your mail. This can downloaded from the relevant app store.

    What do I do if my mail client won't connect to Office365 on my phone?

    Use the official Microsoft Outlook app to access your mail. This can downloaded from the relevant app store.

    What if my phone does not support the Microsoft Authenticator app?

    When choosing your verification option select "Text code to my authentication phone" when setting up MFA.

    How do I check if I have configured my choices correctly?

    If you return to the configuration page on this link: https://aka.ms/MFASetup,you should see all your choices.

    Data Security

    How do I change my password?

    Click here for information on how to change your Maynooth University  password

    What is encryption?

    For details on Laptop Encryption please click here

    How do I find out more about the security of my data?

    For details on Data Security and/or Email Security please click here

    Office 365

    Will Office 365 work for those of us at off-campus locations?

    Yes. Office 365 is available to University users anywhere in the world.

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