The Educational Technology Support (ETS) team, PVCE, are presenting an Educational Technology Support Model. This model aims to simplify the user experience through a one-stop support structure for staff and students by providing just-in-time assistance for educational technology utilised in teaching, learning and assessment, and in the resolution or escalation of issues. This model introduces an in-house ‘EdTech Hub’ comprised of Educational Technology Officers, enhancing the experience of staff and students using centrally supported EdTech tools such as Moodle, Inspera, Turnitin, etc. The EdTech Hub acts as a replacement for the outsourced External TELT Support service.
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Watch a short video on the journey so far below!
How will EdTech support work?
Staff Support
Leveraging existing support channels, staff continue to contact the current support number (+61 2 9385 1333) and be presented with the same IVR phone options. When “Option 2” is selected, caller will be prompted (during business hours) to confirm whether they are staff or students. Staff will be re-directed to ‘Educational Technology Hub’.
Alternatively, staff will also be able to contact the EdTech Hub directly via web form to submit enquiries/issues online.
Student Support
Students will be directed to the Nucleus Student Hub, where a Student Support Officer will attempt to assist students with their EdTech enquiries (Moodle, Inspera, etc.) on first contact. If the call requires escalation, the student will be transferred to the EdTech Hub for further assistance.
Students can also contact the Nucleus Student Hub through alternate channels if they do not wish to contact them via phone.
Q&A Session
On Monday 31st of July 2023, the ETS team held a 1-hour Q&A session to give staff the opportunity to directly ask the ETS Team questions regarding the EdTech Support Model (Trial) incl. EdTech Hub.
FAQ
Will the EdTech Hub be a physical space?
Whilst a physical space will not be available throughout this initial trial period, should it be successful and become a permanent place within EdTech Support, we will then be able to consider a physical location further.
Will the EdTech Hub replace the ETS Consultation Form?
Yes. EdTech Hub will be the first point of contact for central EdTech Support. Should further consultation or discussion be required regarding an enquiry/issue, the EdTech Hub will be able to escalate your use case to us (ETS) where we can then arrange a further conversation. This would be facilitated and managed by EdTech Hub, but with ETS presence where required.
Will the new EdTech Hub support Inspera?
Yes, EdTech Hub will support Inspera. Ed Tech Hub will act as the first point of contact - meaning once a query is identified the EdTech Hub will escalate to the relevant teams. Meaning if a query is related to technical (ETS), pedagogical (faculty and/or EDS), or hardware (IT) we will pass the details of the query and keep the user informed. So, no call is considered as a 'waste of time' or will go unresolved.
What's the response time for enquiries sent via the web form?
We are going to aim to maintain a response time of 1 business day.
Can I include replicated steps with images to provide details in the web form?
Yes, it is possible. The web form will be on the ETS Support page from 14 August for the users to submit a web query. Staff will be required to provide a description of the inquiry and issue, and where possible, try and provide the replication steps. If you have any URL related to the query, please provide it as well. You can also upload attachments (optional), and staff are encouraged to do so.
Will I be able to share my screen?
Yes. The EdTech Hub will be utilising a screen-sharing tool called "Splashtop". This tool should already be available on UNSW SOE devices. For non-SOE devices, the EdTech Hub will provide you with a URL to download the tool. Once installed you will be provided with a unique code. Sharing this code with the EdTech Hub officer will enable them to view your screen to provide more efficient support.
Note: EdTech Hub will not be using MS Teams for screen-sharing or support calls.
Can the EdTech Hub make changes to my course?
No. It's important to note that the EdTech Hub and central support teams should not directly modify any Moodle courses, Inspera tests etc. to comply with UNSW regulations. This said we will be capable of offering guidance, instructions and solutions to questions relating to centrally supported Education Technology.