IT Support Department
TASKS
The task of the IT Support Department (hereinafter referred to as the IT Department) is to enable scientific and administrative research using the IT infrastructure of IBB PAS. The specific tasks of the IT Department include:
- supporting grant processes at the stage of preparation and reporting on computing resources,
- administration of the Institute’s network and securing access to the external network,
- administration of the Institute’s IT services: account system, shared services portals, etc.
- documentation, monitoring and security copies of IT resources,
- administrative support of the Institute’s shared IT resources of scientific groups,
- IT support of the Institute’s administration division,
- training of the Institute’s staff on the rules of the user of the Institute’s IT resources,
- supervision of compliance with the rules of use of the Institute’s IT resources, both regarding IT security and RODO.
For a detailed list of tasks and exceptions, see GLPI:
(EN) https://glpi.ibb.waw.pl/front/knowbaseitem.form.php?id=229
DEPARTMENT STRUCTURE
| Name | Room | phone | function | |
|---|---|---|---|---|
| Łukasz Kniżewski | D302 | 453052455 | lukas@ibb.waw.pl | supervisor, administrator |
| Jan Solak | D302 | 453052456 | jsol@ibb.waw.pl | administrator |
| Hubert Twardowski | D302 | 510549283 | htwardowski@ibb.waw.pl | helpdesk |
| Tomasz Michalak | D302 | 453694480 | tmichalak@ibb.waw.pl | helpdesk |
| Krzysztof Komar | D302 | kkomar@ibb.waw.pl | technical specialist |
REPORTING PROBLEMS, SETTING UP USERS
Service https://glpi.ibb.waw.pl (please log in with your e-mail login and password)
ADDITIONAL COMMUNICATION CHANNELS
For mail, users, spam issues: postmaster@ibb.waw.pl
In matters of networks, servers (problems and purchases), network services: it@ibb.waw.pl
For workstations (problems and purchases), printers and local wifi: helpdesk@ibb.waw.pl
Reporting security violations: abuse@ibb.waw.pl, or by phone.
For all matters Chat Talk (IBB IT) on NextCloud:
https://nextcloud.ibb.waw.pl/index.php/call/naouynre
GLPI PORTAL
A portal https://glpi.ibb.waw.pl has been launched for processing reports, setting up accounts and accessing the knowledge base. The portal works in Polish and English. Log in using login and password from the mail account. For your convenience, a link to the portal has also been added to the page of the purchasing department (https://purchasing.ibb.waw.pl).
After logging in, the portal presents the user with a basic menu:
Home - link to main service screen,
Create a ticket - simple form to let us known what is the problem,
Forms - forms list, including new user form,
Tickets - your tickets list,
FAQ - user accessible documentation.
The user can view the progress of his/her tickets. Additionally, the “Processing ticket” tab is used for communication between the department personnel and the submitter in the form of follow-ups. All changes to the request can additionally be sent to the requester’s email. The emails from glpi are purely informational, please do not respond to them. At the ticket solution, the submitter can close the ticket or reopen it, should the solution be unsatisfactory.
In the “FAQ” tab, the user has access to a knowledge base concerning the Institute’s computer equipment and services configuration such as email local clients, the Institute internal network access via VPN, code repository, etc.
We will gradually cease the previous practice of accepting tickets via phone or helpdesk email.