1. Division of Technology, Information and Learning Support CRICOS No.00213J Collaboration between Griffith and QUT to provide after hours service for staff and students Nightline 2003 - 2006

2. Division of Technology, Information and Learning Support CRICOS No.00213J Hours Hours covered were –6 am to 8 am and 9 pm to 1 am Monday to Friday only 6 am to 8 am located at Gardens Point 9 pm to 1 am located at Griffith

3. Division of Technology, Information and Learning Support CRICOS No.00213J Comparison of Services Griffith –One phone number –Call Centre already operated between 6 am and 10 pm –Full time person employed to cover 10 pm to 1 am shift (5 pm to 1 am) –Self changing password system QUT –Number of phone numbers redirected to Nightline Staff Helpdesk Student Helpdesk Carseldine Library Law Library Gardens Point Library Kelvin Grove Library OLT Support –Staff Helpdesk and OLT Support redirected to Student Computing Help desk at 6 pm –Casual Staff

4. Division of Technology, Information and Learning Support CRICOS No.00213J Changes in hours Hours of operation changed during the year Mid Year Break and Summer School –No 6 – 8 service –Evening service from 6 pm to 10 pm Changing the phone hours at QUT a major undertaking

5. Division of Technology, Information and Learning Support CRICOS No.00213J Nightline at QUT Duties were to test all services Answer nightline email Answer and log all phone calls Service in isolation did not answer email from existing helpdesks Staffing people with full time jobs found the hours difficult after a while

6. Division of Technology, Information and Learning Support CRICOS No.00213J Night Log [19/08/2004 09:49PM] Other Resolved Staff - Checked to see if all was well with cue, due no call, all seems ok. [20/08/2004 12:42AM] OOH Testing Resolved Staff - OOH test complete did not get email out, but this might just be a delay [20/08/2004 12:53AM] Other Resolved Staff - Very quiet night no calls [18/03/2005 09:03PM] Other - Nguyen kindly advised that for some reason Staff Helpdesk ext not transferred to Nightline. [18/03/2005 10:11PM] IT Resolved Student - Student - James having trouble attaching files using Webmail, guided him through - success. [18/03/2005 10:11PM] Other Resolved Student - Student enquiring on Library openning hours during weekend at GP. [19/03/2005 12:55AM] OOH Testing - OOH testing seems to be functioning ok. [19/03/2005 12:56AM] Other - Have a great weekend everyone.

7. Division of Technology, Information and Learning Support CRICOS No.00213J Morning Log 20/10/2004 05:56AM] OOH Testing Resolved Student - after hours support working [20/10/2004 06:19AM] Passwords Resolved Student - Password has been UPDATED for:- [20/10/2004 07:40AM] Other Resolved Staff - call from Nicky - 4000 is working again! [20/10/2004 07:58AM] Other Resolved Staff - call from person from HR Dept - they cannot access divisional share directory. I gave number for divisional CSO as there does not appear to be problem outside of HR. [06/10/2004 07:25AM] OOH Testing Resolved Staff - Oops forgot to log this. Testing okay. [06/10/2004 07:54AM] Other Resolved Staff - Quiet morning. no offical calls - Chris called about 6:30.

8. Division of Technology, Information and Learning Support CRICOS No.00213J Too much information [10/11/2006 06:06AM] OOH Testing urgency: service: - All systems working [10/11/2006 07:14AM] Lending Renewals Resolved Student urgency:4 service:2 - Student wanted books transferred from KG to GP for her to pick-up. I told her that the library will transfer the books to her home campus for collection when she puts a hold on them. (0:25) [10/11/2006 07:41AM] IT Resolved Staff urgency:3 service:2 - Staff member was given advice by her CSO on connecting to servers from home, but wasn't told that she'd have to download the SAS program. I directed to her to the download site. (6:10) [10/11/2006 07:42AM] IT Resolved Staff urgency:3 service:2 - Lisa had formatting display turned on in her email and didn't know how to turn it off again. (2:15) [10/11/2006 07:55AM] IT Referred Staff urgency:3 service:2 - ashk (Kylie Jean Ash) was getting a password error when attempting to log in to her pc on campus using QUTAD this morning. I couldn't reset her password as she doesn't have challenge response setup. I asked her to try another computer and call us back. (3:00) [10/11/2006 07:56AM] IT Resolved Staff urgency:3 service:2 - Denise called (QUT SAS enquiry from earlier) and wasn't able to run her off-campus program successfully. She hadn't logged in to SAS, so I talked her through doing that. (2:15) [10/11/2006 08:05AM] IT Referred Staff urgency:3 service:2 - Kylie called back. She was able to log in to her colleague's computer, but not her own. Reseating the LAN cable at the wall and PC didn't fix the problem either. Logged a job with Health. (3:50)

9. Division of Technology, Information and Learning Support CRICOS No.00213J Stats Library ResearchRenewalsPinOLTPasswordsPC LabsAVOther 1124 4 34 3161 23 TotalsReferredResolvedStaffStudentResolution %IT 6:00 - 8:00145911364%2 9:00 - 1:006436175795%14

10. Division of Technology, Information and Learning Support CRICOS No.00213J Griffith University 2006JANFEBMARAPR 6-7am051812 7-8am10217223892 10-11pm322214 11-12pm1165 12-1am00125 TOTAL106180296128 6-8am102177256104 10-1am434024 TOTAL106180296128 2005JANFEBMARAPR 6-7am0016 7-8am004987 10-11pm0003 11-12pm0004 12-1am0005 TOTAL0050105 6-8am005093 10-1am00012 TOTAL0050105

11. Division of Technology, Information and Learning Support CRICOS No.00213J Queensland University of Technology 2006JANFEBMARAPR 6-7am0259 7-8am064436 10-11pm121713 11-12pm00610 12-1am0035 TOTAL1107573 6-8am084945 10-1am122628 TOTAL1107573 2005JANFEBMARAPR 6-7am002414 7-8am007031 10-11pm112322 11-12pm00117 12-1am0050 TOTAL1113374 6-8am009445 10-1am113929 TOTAL1113374