Description The service ensures the proper functioning of the infrastructure, including the clients, and the network. It enables technical-administrative staff to carry out their work, through workstations and access to networks, including wireless networks, such as GenuaWiFi and Eduroam. It includes:analysis of technological needs and requirementsacquisition of the necessary goods and servicesimplementationmaintenanceassistance to users.StakeholdersStaff, Students, Institutions.StakeholdersStudents and students, teaching staff, technical-administrative staff and managers.Methods of deliveryThe service is provided by the ICT Area.The service is accessible through the channels of the relevant offices at the times indicated on the relevant pages. Performance First Level Support on Networks The service is available to students, teaching staff and technical-administrative and managerial staff.Reference officeICT areaTechnology service for the territorial polesServices for Territorial ClustersServices ManagerDaniele FabbriniWebsitehttps://ict.unige.it/ Networks and telephony The service is available to teaching and technical-administrative staff and managers.Reference officeICT areaIT infrastructure serviceData and Voice Network DepartmentService ManagerMassimo IvaldiWebsitehttps://ict.unige.it/ Central infrastructures The service is available for managers.Reference OfficeICT AreaIT Infrastructure ServiceCentral Systems Infrastructure DepartmentResponsible personGianni VerduciWebsitehttps://ict.unige.it/ Quality Indicators and Standards Indicators IndicatorsIndicatorsValueAccessibilityChannels available for accessing the serviceE-mail, Microsoft Teams, WebsiteTimescalesMaximum response time for taking over email requests2 working days Average service delivery timeThe delivery time varies according to the complexity of the service and the number of organisational units involvedTransparencyManner of publishing useful informationPublication in a timely manner on the websiteEffectivenessSatisfaction of students (1/6 scale)4,16 Satisfaction of teaching staff (scale 1/6)4.55 Satisfaction of technical-administrative staff (scale 1/6)4.76 Service quality levels provided with regard to the effective accessibility of services for people with disabilities The web pages dedicated to the service have a level of conformity with WCAG 2.1 or WCAG 2.0 requirements as indicated in the relevant site conformity statement.There is no physical access to the relevant offices for the provision of the required services.. Complaints Complaint modalities Any reports or complaints may be addressed directly to the head of the office to which the report is addressed, at Ufficio Relazioni con il Pubblico (URP), to the University Guarantor, according to the indications given on the page Participating in quality - reports and complaints. Rights that users with disabilities can demand Specific services, aids and adaptations made available for the inclusion of students with disabilities or DSAs may be requested in the manner indicated on the Disability and DSA page.Any problems encountered by students with disabilities or DSAs may be reported to the Disability and DSA Support Services Sector.The recipients of the service can lodge a complaint with the Administration in the same way as for the other types.In the absence of a response from the Administration, it is always possible to forward a report to the Digital Ombudsman for digital services or to the National Authority for the Rights of Persons with Disabilities for architectural or sensory barriers. Back to the main page of the Service Charter
