Maynooth University IT Services
ToggleIT Services - Service Catalogue
All operational services and service offerings provided by IT Services, are listed below. These can be searched alphabetically, by service category, by user type, or via the search box provided.
A
Account and Password
IT Services provide accounts for all staff and students of Maynooth University (MU) and St. Patricks Pontifical University (SPPU). This service includes the creation and issue of new accounts, enabling and disabling existing accounts account security.
Your login account is your unique identifier for accessing all university systems. It is made up of a username, password and an official University email address.
Requesting the service:
- Staff of Maynooth University - you will be provided with a logon account and email address through the Human Resources induction process.
- Staff of St. Patrick's College - you will be provided with a logon account and email address by completing the following form: SPCM Staff Account Application Form
- Students - You will receive your logon account and email address during the registration process.
Further information on your university account is available at the following URLs:
- Staff - Account | IT Services
- Student - Account | IT Services
Support Contact:
For information on resetting your password, see the following FAQ: How do I reset my password?
If you have forgotten your password and need to reset this, view the information in the FAQ noted above. If, after reviewing this information, you are still unable to reset your password, contact [email protected] from a personal account quoting your student/staff ID and a preferred contact number.
Account for a Specified Purpose and Duration
IT Services provide affiliate accounts for a specific purpose and duration. An affiliate is defined as a person working for, or on behalf of, the University who will not be given a staff number and who is not paid directly by the University, but requires access to Library & IT services. An affiliate account can be requested for a maximum of 12 months.
Requesting the service:
- University Staff should not apply for affiliate accounts, as this bypasses HR processes and results in delays/duplication. New staff will automatically receive an account as part of the onboarding process.
- If you require an affiliate account, please complete this form: Affiliate Account Form | IT Services
If an affiliate later becomes a staff member of the university, or vice versa, a new account will be issued accordingly. For guidance on moving from one account type to another, see the following URL: Guidance on moving from one MU account type to another
Support Contact:
If you have a general query regarding this account type, raise a service request via the MU Support Portal: New Service Request | MU Support Portal
Account Security and Access Management
Multi Factor Authentication (MFA) is a security measure that requires two or more proofs of identty to grant you access to a system or service. This provides added security to your account, ensuring that it cannot be used without your knowledge. This additional security involves the verification of your identity using an additional factor, e.g. one factor may be something you know, such as a password or PIN, and the additional factor may be something your have, such as a smartphone. This prevents others from accessing your account, even if they know your password.
Requesting the service:
MFA is required for all staff and students who wish to access services such as Office 365, Moodle and Apps Anywhere. You will be prompted to configure these security settings on signing into your account for the first time.
Microsoft are running a campaign to move users away from SMS authentication approval to the Authenticator App. If you are unable to use the Microsoft Authenticator App, and to ensure you experience no disruption, please let us know immediately using the form on the MU Support Portal at the following URL: MFA - Alternative Method of Authentication | MU Support Portal
See the following information on the IT Services webpages: MultiFactor Authentication | IT Services
Support Contact:
- See the MFA related FAQ on the following webpage: FAQ | IT Services. However, if you do not find what you are looking for, raise a query via the following URL: New Service Request | MU Support Portal
- If you change your phone and if you still have your old phone, refer to the following for guidance on recovering your setup on a new phone: Backup and recover account credentials in the Authenticator App | Microsoft
- However, if you no longer have your old phone, raise a request to reset your MFA via the MU Support Portal:
C
Calendar
Your university account provides you with access to Office 365 and its suite of applications, one of which is a calendar app. Office 365 Calendar is available to you via your university account, to help you organise your schedule effectively, create a shared calendar for your office or team and plan meetings more efficiently. This calendar can be accessed via the Outlook desktop app or Outlook Web App with your MU username and password.
A personal calendar is available to you by default and you may create additional shared calendars as required, but resource calendars must be requested. A resource calendar is used to manage bookings for meeting rooms, shared spaces and other resources. These calendars are searchable and the content visible via the directory, if the name of the resource calendar is known.
Requesting the service:
Use the following service offering to request a new resource calendar: Request a new Resource Calendar | MU Support Portal
There are various calendar options available:
- Personal calendar: View the following Office 365 calendar information from Microsoft for further information: Welcome to your calendar | Microsoft Guide
- Shared calendar: In addition to your personal calendar, you may also create additional calendars, as required. For information on how to do this, view the following guide from Microsoft: Create additional calendars | Microsoft Guide
- Resource calendar: A resource calendar is used to manage bookings for meeting rooms, shared spaces and other resources. These calendars are searchable and the content visible in the global calendar list, if the name of the resource calendar is known.
- If none of the above options suit your requirements, complete the following Generic Service Request via the MU Support Portal
Support Contact:
Collaboration Tools
Collaboration tools provide a way to communicate and collaborate in real-time. Your university account provides you with access to Office 365 and its suite of applications, one of which is Microsoft Teams. Microsoft Teams is a chat-based workspace and a digital hub for teamwork and collaboration. It brings people, conversations and content together in one space.
Requesting the service:
By default, all active staff and registered students with a University account will have access to Microsoft Teams.
- Microsoft Teams video training
- Information on the IT Services webpages: Microsoft Teams | IT Services
- For information on Moodle Course Spaces on Teams, see the relevant section on the following webpage: Moodle Course Spaces on Teams | IT Services
Support Contact:
- If you have a Teams related request, raise a service request via the MU Support Portal: New Service Request | MU Support Portal
- If you are experiencing an issue or fault with Teams via the web or application, raise an incident via the MU Support Portal: New Incident | MU Support Portal
Computing Facilities
Maynooth University IT Services provide computing facilities across campus. These rooms are referred to as the Public Access Computer Rooms (PACRs).
Requesting the service:
These rooms are open for use by active staff and enrolled students of both MU and SPPU. To get further information on the faciliaties available, the location of rooms and the related opening hours, view the following webpage: Computing Facilities | IT Services
Persons using these facilities are bound by the Responsible Computing Policy and Code of Conduct.
Support Contact:
If you have any queries regarding the computing facilities on campus, raise an information request via the MU Support Portal: Computing Facilities Query | MU Support Portal
E
Your university account provides you with access to Office 365 and its suite of applications, one of which is Outlook. Microsoft Outlook is an email application that enables you to organise and manage your university mail via a user mailbox. All MU and SPPU students and staff are issued with an email account upon joining the University. Authorised users may access MU email from anywhere in the world, by visiting https://portal.office.com and logging in with your full email address (@mu.ie or mumail.ie) and your usual password.
Requesting the service:
The above information relates to a user mailbox. In addition to this, staff of MU and SPPU may request a shared mailbox if required. A shared mailbox is a secondary mailbox that is created for a special program or other purpose, not related to an individual, e.g. a department mailbox. Staff may request a shared mailbox via the follow offering: Request a shared mailbox | MU Support Portal
Microsoft guides: Outlook Training and Outlook help & learning
Support Contact:
To request a change in access to a shared mailbox, see the following offering: Update Shared Mailbox Access | MU Support Portal
F
File Sharing - Group, Team, Department
Your university account provides you with access to Office 365 and its suite of applications, one of which is the Microsoft Teams application. Microsoft Teams is a chat-based workspace and a digital hub for teamwork and collaboration. It brings people, conversations and content together in one space. If you wish to share files on a medium to long term basis with one or more people, we would advise you to create a team to do so. A team is usually created per department, section, project team or other group of one or more people. Before creating additional teams, review the following information: Microsoft Teams | IT Services
Requesting the service:
By default, all active staff and registered students with a University account will have access to Microsoft Teams.
For more information, view the following webpage: Microsoft Teams | IT Services
Support Contact:
- If you have a Teams related request, raise a service request via the MU Support Portal: New Service Request | MU Support Portal
- If you are experiencing an issue or fault with Teams via the web or application, raise an incident via the MU Support Portal: New Incident | MU Support Portal
File Sharing - Individual
Your university account provides you with access to Office 365 and its suite of applications, one of which is the Microsoft OneDrive. OneDrive is the Microsoft cloud service that enables you to store your files, share them with others and access them from anywhere and on any device. We advise you to save your files to OneDrive if you don't plan on sharing them at all, if you plan to share files individually on a short terms basis, or if you can't identity a team site where your document belongs.
Request the service:
By default, all active staff and registered students with a University account will have access to Microsoft OneDrive.
Review the following guides from Microsoft on how to use OneDrive:
- Upload and Save files to OneDrive
- Collaborate on OneDrive
- Version History
- Further OneDrive training from Microsoft
Support Contact:
- If you have a OneDrive related request, raise a service request via the MU Support Portal: New Service Request | MU Support Portal
- If you are experiencing an issue or fault with OneDrive via the web or application, raise an incident via the MU Support Portal: New Incident | MU Support Portal
H
Hardware for Decommissioning
IT Services provide a secure decommissioning service for university owned hardware. All Maynooth University owned devices including laptops, desktops, monitors, and keyboard and mouse, are in scope of this service. We will not dispose of any personally owned devices.
Requesting the service:
nce university owned devices have reached end-of-life, these devices will be securely wiped, to remove any data previously stored data and are then donated via a Green Campus initiative. To utilise this service, you must:
- Raise a service request via the MU Support Portal: Hardware for Decomissioning | MU Support Portal
- Complete and print the following delivery note, attaching this to one or more of the devices to be wiped: Hardware Decommission Delivery Note_IT Services
- On completion of the above, contact Campus Services to arrange delivery of the hardware to IT Services.
Support Contact:
Hardware for Decomissioning | MU Support Portal
Hardware Procurement
Members of staff and researchers in receipt of grants, may purchase a range of IT equipment through IT Services. The University, under the Public Sector ICT framework, has single supplier agreements with several leading tech companies to assist you to fulfil your hardware and software requirements.
Requesting the service:
- Please initiate a request via the following offering on the MU Support Portal: Hardware Purchase | MU Support Portal
- You must have a business unit to proceed. Any purchase request made without a business unit will not be further processed until one is provided.
- The product details will be mailed to you for consideration and upon agreement, your order will be placed and it will be billed to the accompanying business unit.
Please review the following for further information: IT Purchasing | IT Services
Support Contact:
Hardware Purchase | MU Support Portal
I
IT Security
Maynooth University IT Services implement and manage a range of security practices and technologies that aim to secure the university online enivonrment and infrastructure. However, IT Security is everyone's business and as such, we expect staff members and enrolled students to be proactive in safeguarding their account and data. As such, we would advise you to review the following information on our webpages:
- IT Security | IT Services
- Phishing | IT Services
- Multi-Factor Authentication
- Information Security Awareness Training for MU Staff
Requesting the Service:
- MultiFactor Authentication (MFA) is an extra layer of security that is required for all staff and students who wish to access services such as Office 365, Moodle and Apps Anywhere.
- MU Staff - to book Information Security Awareness Training, select the following URL: Information Security Awareness Program | IT Services
Support Contact:
To report a potential information security incident, use the following offering available via the MU Support Portal, ensuring to provide as much detail as possible: Report an Information Security Incident | MU Support Portal
L
Large File Transfer
Maynooth University is a member of HEAnet's Edugate Federation, which grants authorised users access to FileSender. FileSender allows you to bypass email limitations when sharing large files with anyone, simply and securely.
Requesting the service:
Using your MU credentials, login to FileSender via https://filesender.heanet.ie/. FileSender will accept files up to 500GB.
For more information, navigate to the following webpage from HEAnet: FileSender | HEAnet File Sender
Support Contact:
If you are experiencing an issue or fault whilst using FileSender, raise an incident via the MU Support Portal: New Incident | MU Support Portal
M
Mailing Lists
Maynooth University IT Services provide the following mailing lists:
- All-staff and all-student/qualification lists are available through Office 365 and are restricted lists, i.e. only certain authorised users can send mail to these mailing lists. This list is automatically updated nightly.
- Module based mailing lists are available and will be updated nightly. Membership is refreshed with data from the Student Records System. Each list address is of the form: <MODULE-CODE>[email protected].
Requesting the service:
If the above mailing lists do not suits your requirements, a Mailing list/distribution list can be setup upon request. Custom mailing lists would be of the form <listname>@lists.mu.ie. Membership must consist of University affiliated addresses (e.g. @mu.ie, @mumail.ie). To request the creation of a mailing list, use the following offering: Request a Mailing List | MU Support Portal (URL to follow)
If you need to set up a mailing list containing third party (non Maynooth University) addresses, we recommend using a HEAnet hosted list: https://webforms.heanet.ie/listserv.
Support Contact:
New Infomation Request | MU Support Portal
Managed Device Service
The Maynooth University IT Services Managed Device Service provides managed desktop and laptops to staff across MU and SPPU. This service enables the central management, administration, and maintenance of devices.
Requesting the service:
All devices supplied by IT Services to staff are provided in a managed state by default. To order a new device:
- Please initiate a request via the following offering on the MU Support Portal: Hardware Purchase | MU Support Portal
- You must have a business unit to proceed. Any purchase request made without a business unit will not be further processed until one is provided.
- The product details will be mailed to you for consideration and upon agreement, your order will be placed and it will be billed to the accompanying business unit.
Devices are provided to end users with a standardised software configuration, which helps to ensure devices are secure, up-to-date and compliant with corporate policies that are aligned with the goal of protecting data from unauthorised access. This service allows for agreed software applications to be centrally deployed, as well as the automatic application of patching and security updates. The objective of device management is to ensure the efficient operation and security of devices throughout their lifecycle.
Support Contact:
To report an issue or fault with your MU IT Services Managed Device, use the following URL: Report a Hardware Fault | MU Support Portal
P
Printing Service for Staff
Maynooth University IT Services provides access to a managed print service, also known as the MU Print System, which provides a secure cloud printing and scanning solution for staff.
Requesting the service:
Authorised users of the service may authenticate at any Canon Multi-Function Printer with their staff card or PIN code, print confidential documents and scan documents securely.
Authorised users of the service may authenticate at any Canon Multi-Function Printer with their staff card or PIN code, print confidential documents and scan documents securely. All Canon Multifunctional Devices (MFDs) are networked, providing full managed print services. The uniFlow Smart client is required for secure cloud printing. See the following for more information: https://www.maynoothuniversity.ie/it-services/mu-print-system-staff
Support Contact:
- Contact Canon Support directly for any device or printing issues, i.e. device is not printing, blurry or poor quality print jobs, paper jams, issue with the device stapler, scanner issues, etc. To contact Canon Support, refer to the label on the top of the device or alternatively call 01 605 0320 or email [email protected] with the device serial number, the location of the device and your office location, a contact number, a description of the issue or fault and include an image, if available.
- If you have any card/PIN related queries, wish to add/remove users to/from the print system, or require support with the printer software on your university device, raise a service request via the following URL: MU Staff Print System PIN query | MU Support Portal
Printing Service for Students
Maynooth University IT Services provide a copy & print service to the students of MU and SPPU. This print service utilises cutting edge technology combining four new Canon Multi-Function Device printers all located in the Library with a cloud based document management system allowing students to send print jobs from anywhere.
Requesting the service:
You must register prior to using this service, using the following URL link to review the information on 'How to Register to Print': Copy & Print Service | IT Services
For details on the location of these copy and print facilities and guides on how to use same, view the following webpage: MU Student Print System | IT Services
Support Contact:
If you require any information or guidance on using the print system, raise an information request to the Student Support team via the following URL: MU Student Print System | MU Support Portal (URL coming soon)
Privileged Access Management
Privileged Access Management (PAM) is an identity security solution that helps protect the university against cybersecurity threats by monitoring, detecting, and preventing unauthorised privileged access to resources.
Requesting the service:
PAM solutions are applied to managed devices by default.
Related Solutions:
- Admin By Request (ABR) is a software application that provides multiple avenues for users to request the administrative access they need, when they need it. As a standard user on your device, whether you need administrator privileges to run a single application, or if these privileges are required for a period of time, to execute multiple tasks, there is an option available for your requirements; Run as Admin is a feature which elevates a single application, whereas an Admin Session grants the user elevated privileges on their device for a period of time. For the installation of the most commonly used applications, ABR is configured to automatically grant admin permissions when a reason for the request is provided. See the following for more information: Admin By Request | IT Services
Support Contact:
- If you have an Admin By Request related query, raise a service request via the MU Support Portal: New Service Request | MU Support Portal
- If you are experiencing an issue or fault with Admin By Request, raise an incident via the MU Support Portal: New Incident | MU Support Portal
R
Remote Access
Maynooth University IT Services provide an off-campus access service for staff of the University via Virtual Private Network.
Requesting the service:
Current staff members of MU are authorised to use this service. Any other MU account holder who needs VPN access is required to raise a service request and provide approval from their Head of Department.
The myVPN Service permits authorised staff to connect securely to the MU internal network when off-campus. See the following webpages for more information: https://www.maynoothuniversity.ie/it-services/vpn-service-users-myvpn.
Support VPN is also available to approved and authorised third-party vendors.
Support Contact:
- To report a VPN Connection error or fault, raise an incident via the following URL: VPN Connection Failure | MU Support Portal
- To request VPN access, use the following URL: (URL pending)
S
Service Desk
Maynooth University IT Services provides the IT Service Desk for IT Support of MU owned hardware and software on the University network, email account issues, network and connectivity issues, and general IT queries or requests for information. We provide efficient and professional support of all the services offered by IT Services to MU and SPPU staff, students and affiliates both on and off campus via our MU Support Portal.
Requesting the service:
The best way to make an IT service request or inform us of an issue or fault is via the MU Support Portal.
See the following webpage for further information: Service Desk | IT Services
Support Contact:
The best way to make an IT service request or inform us of an issue or fault is via the MU Support Portal. To access the portal:
- Open a browser such as Microsoft Edge and navigate to the following webpage: https://mu.ie/supportportal.
- Sign in with your MU credentials and choose the required option (Knowledge Base, Report an Issue, Make a Request, View my Items) from the home page.
MU and SPPU staff and students can contact the IT Services Service Desk via the MU Support Portal, or alternatively, by emailing [email protected]. You may also call us on (01) 708 3830.
Software App Store
Software is provided via AppsAnywhere, which is a software app store-like solution that provides both staff and students with access to a selection of software for academic use. This service enables users to launch University licensed software on their own PC from anywhere. There are currently more than 60 software apps available (Freeware, OpenSource and licensed).
Requesting the service:
All staff and student of MU are authorised to use this service by default.
For further information, please refer to the information on the following webpage: Apps Anywhere | IT Services
Support Contact:
- To request the addition of software to the AppsAnywhere portal, submit your request via the following URL: AppsAnywhere New Software Request | MU Support Portal (URL pending)
- To report an issue whilst using AppsAnywhere, submit your incident via the following URL: Report a Software Fault | MU Support Portal (URL pending)
- For guidance on using AppsAnywhere, submit your request via the following URL: AppsAnywhere Info Request | MU Support Portal (URL pending)
Software Procurement and Licensing
Members of staff and researchers in receipt of grants, may purchase a range of IT equipment through IT Services. IT Services will investigate, source, price and install software packages required by individuals or departments within Maynooth University.
Requesting the service:
Please initiate a request via the following offering on the MU Support Portal: Software Purchase | MU Support Portal
The University, under the Public Sector ICT framework, has single supplier agreements with several leading tech companies to assist you to fulfil your hardware and software requirements. When purchasing hardware or software you are advised to do so through IT Services.
Support Contact:
If you have any questions please contact [email protected].
Student IT Support
The IT Services Student Support Team provide a dedicated support service to students of Maynooth University. During term time, this service is available online or in-person, Monday to Friday from 9am to 9:30pm.
While we do not provide hardware support for personal devices, some of the support we can provide includes:
- Advice on how best to use computing facilities on campus, including printing, scanning and photocopying.
- Guidance on how to install Office applications on your personal device.
- Advice on how to connect to eduroam on your personal devices.
Requesting this service:
To chat to us online:
- Open a browser, go to https://www.maynoothuniversity.ie/it-services/students and select the Ask button at the end of the page.
To chat to us in person:
- The Student Support team are located in the Library (ground floor, through the security gates and towards the end of the Library Information counter on the left) from 9am to 9:30pm during term time and also in the TSI building (across from the Student Services desk) from 9am to 5pm during term time.
MU Support Portal:
- The MU Support Portal portal provides a means of making a request for information or support, learning more from our knowledge base or checking on your existing IT requests. To access the MU Support Portal, open a browser, navigate to the following webpage: https://mu.ie/supportportal, and sign in with your MU credentials.
For further information, view the following webpage: https://www.maynoothuniversity.ie/it-services/students
W
Wireless Network
Maynooth University IT Services provide Wi-Fi across the university campus for use by enrolled students, researchers, and staff. The primary networks available are eduroam and MU-Guest. We recommend using eduroam as it allows all those participating institutions to obtain Intenet connectivity across campus and when visiting other participating institutions.
Requesting the service:
- Your Maynooth University logon account enabled you to access this service without request.
- A configuration tool can be found here: https://cat.eduroam.org/
- If you are manually configuring your client you will also need to identify your home institution. For example, a Maynooth University user should enter <username>@mu.ie as their user name and then enter their MU password. Please note the username is not your email address, just your normal username with your institution's realm appended.
For further information, including a guide on how to connect, refer to the following webpage: Wi-Fi Network | IT Services
Support Contact:
Further information to follow.