IT support management at the University of Valencia

The University of Valencia has a specialized IT Service (SIUV). This service offers technological support to the university community in all its aspects: teaching, research, management, and digital services . This involves direct support to 3,849 teaching and research staff, 1,853 teaching and research staff, and 37,346 undergraduate students, according to 2023-2024 enrollment data. This service also provides all necessary support to the public in their contact with the electronic media that the UV makes available to them.

SIUV offers various support services whose development and implementation are materialized in different aspects, which we list here in a simple and approximate manner by areas of action:

ICT Support Center

The IT Support Center handles incidents and queries related to the use of UV IT resources. It provides assistance to students, teaching and research staff, and administrative staff through various channels: web form, email, telephone support, and in-person support, under certain conditions.

The SIUV provides the university community with a documented collection of frequently asked questions related to the use of information technology (SIUV ANSWERS: https://links.uv.es/siuv/ayudas). It is understood that these questions must be read before submitting any request and represent an extraordinary complement to ICT support.

Users must always submit a support request to initiate this process through the ticketing platform available at:

solicitudes.uv.es.

These requests will trigger the necessary actions for proper attention, channeling, and resolution of the problems that arise, always with a prioritization of the large number of cases that may arise.

1. First, classrooms and continuity of teaching will be addressed.
2. The second priority is to provide attention to centers, secretariats, administration, deanery teams, and services.
3. Then attention to departments, department secretaries and faculty.

Common tasks:

• Assistance with connection, access, password, or authentication issues, as well as troubleshooting issues related to accessing services such as the Virtual Classroom or institutional email.
• Support for installing, activating, and renewing corporate software licenses.
• Management and maintenance of personal (OneDrive, institutional Drive) and shared (internal servers) storage spaces.
• IP assignment , local network configuration and connectivity issues.
• Problems related to institutional email accounts, groups, redirects, and aliases.
• Referral of specific incidents to the corresponding technical or functional units.

The SIUV is committed to providing an initial response within 48 business hours and will systematically follow up until the request is fully resolved.

Registration support and Virtual Secretary

Support for the Virtual Office includes all the digital tasks students can perform throughout their academic career, especially during enrollment periods, providing support for the academic management infrastructure in its services and applications.

During critical enrollment periods, the SIUV strengthens its support services to ensure the platform operates properly and any technical issues are resolved immediately.

Computer classrooms

The SIUV manages the open-access computer labs and the reserved teaching labs on the three university campuses: Blasco Ibáñez, Tarongers, and Burjassot-Paterna.

Main services:

• Maintenance and renewal of hardware ( PCs , printers, projectors) and periodic software updates.
• Support for reservation management infrastructures through proprietary applications by the PDI, centers, or administrative services.
• Access control infrastructures to classrooms using university cards or credentials.
• Controlled print management infrastructures and scanning services.
• On-site technical assistance during practical sessions.

Support is also provided for:

• Digital assessment campaigns (language tests, access to master's degrees).
• Official calls for admission tests and certifications.
• External activities and inter-university collaborations.
  
  

Multimedia services and video conferencing

The University has various platforms for the creation, transmission, and hosting of multimedia content, with the support of SIUV:

• MMedia : Institutional audiovisual repository for teaching videos, conferences, seminars and academic events.
• Video conferencing platforms: Microsoft Teams , Blackboard Collaborate , Zoom and Google Meet , and others, integrated with other UV services.
• Smart and hybrid classrooms: equipped with cameras, microphones, projectors, and recording systems for blended sessions.

The SIUV provides advice on the creation, editing, and distribution of audiovisual content, offering training to teaching and research staff and technical support for live broadcasts or recordings.

Network and Communications

The University of Valencia's network is a critical infrastructure for the operation of all institutional services.

Key services:

• Installation and maintenance of network equipment: switches, routers , patch panels panels , racks.
• Management of perimeter security, firewalls, VLANs and access control.
• Permanent monitoring of local network performance and connection to RedIRIS .
• Wi -Fi connectivity through eduroam .
• IP telephony, corporate messaging, and integration with video conferencing systems.
• Configuring and managing VPN services for secure remote connections.

Management of servers and ICT infrastructures

The SIUV manages the data centers that host the main institutional services, with criteria of redundancy, security, and high availability:

Includes:

• Physical and virtual server hosting for units, services, and research projects.
• Automated backup systems and contingency plans.
• Corporate database management.
• Management of web spaces, FTP and high availability systems for critical applications.
• 24/7 monitoring of institutional services to ensure response times.

This infrastructure is essential for strategic initiatives, process digitization, and research support.

Institutional software and licenses

SIUV provides, distributes, and provides technical support for a wide range of academic and corporate software, both for personal use and on institutional computers:

Common software:

• Office 365 with OneDrive, Teams and SharePoint.
• Adobe Acrobat Pro, Photoshop, Illustrator , Premiere .
• Statistical packages: SPSS, R, Stata.
• Scientific computing software: Matlab, LabVIEW, Mathematica .
• Institutional antivirus with centralized updating.

In addition, agreements with suppliers are managed, and instructions for downloading, activating, and renewing licenses are provided.

Electronic management and procedures applications

The SIUV will channel support requests related to:

Featured Platforms:

• ENTREU: environment for electronic procedures, applications, files and notifications.
• Virtual Secretary and Student Portal: the cornerstones of digital academic life.
• Academic applications: management of degrees, diplomas, transcripts, internships, mobility.
• Applications for PAS and PDI: time control, permit management, GDI, GDH.

These tools are integrated with the corporate identity system and guarantee complete digital management.

Virtual Classroom and e-learning systems

The Virtual Classroom ( dotLearn ) is the official online learning platform of the UV and has the technical and functional support of the SIUV.

Highlighted Features:

• Tools for managing content, calendars, forums, quizzes, and submissions.
• Monitoring student activity and participation reports.
• Integration with external services: YouTube, MMedia , digital bibliography.
• Possibility of incorporating SCORM, IMS, video and interactive resources.
• Coordination with services such as RODERIC or the Library for teaching resources.

The SIUV collaborates with the competent vice-rectorate to guarantee the technological and educational quality of the system.

ICT regulations and computer security

The IT Service acts as a guarantor of the proper use of ICT resources and coordinates the security of the institution's information:

Essential functions:

• Identity management: creation, modification, and deletion of user accounts.
• Assigning roles and permissions for institutional applications.
• Audit of regulatory compliance and access control to systems.
• Detection and response to attacks, intrusion attempts, and threats.
• Direct collaboration with the Cybersecurity Service for the implementation of protocols, training, and awareness-raising.

Reports and statistics are also prepared for strategic decision-making.

This list represents only a brief overview of the extensive range of UV's technological infrastructure, supported by the SIUV.

The service is provided with criteria of quality, transparency, and continuous improvement, with clear commitments regarding response times, resolution, and user satisfaction. Furthermore, we ensure information security and compliance with current regulations regarding data protection and ICT security.

With a presence on the Blasco Ibáñez, Tarongers, Burjassot campuses and other locations, the SIUV is a strategic service that contributes to the digital transformation of the University of Valencia and to improving the user experience.
 

Attention to users:

• Telephone support: Monday to Friday, 8:00 a.m. to 9:00 p.m.
  • Internal number: 64200
  • External number: 963 864 200
• In-person support: Monday to Friday, 8:00 a.m. to 6:00 p.m. (under specific conditions and always by ticket request )
• Attention by mail: Monday to Friday, from 8:00 a.m. to 6:00 p.m., through the requests.uv.es platform ( never by direct mail to official or staff addresses)

For other types of campaign support, such as massive replacements of equipment or infrastructure, the SIUV management will be contacted for consideration and scheduling.