COVID-19
The Story
The Challenges
The Solutions
The Support
The COVID-19 pandemic has created challenges to everyone around the world and affected many business, organizations, schools, universities and other entities.
The Division of IT at the UAEU is no exception! The IT division, lead by our CIO, Afraa Alshamsi, has worked hard to cope with such challenges and keeping in providing the same level of support to the UAEU community
When the pandemic outbreak began, all people around the world rushed and started to:
Wear Mask Use Sanitizers Keep a safe Distance
Challenges!
And our team members faced a lot of challenges
Sudden shift to distance learning and working &
Increasing threat to the enterprise system and data
Limitation with some software that can only be accessed in campus
Managing the IT staff remotely & Increase in number of calls & inquiries
Our team facing the pandemic
Laptop Support
Our IT support team requested and distributed laptops and prepared them to be better suited for distance learning system and remote work.
Supporting the Remote Access
Our IT support team made the necessary changes and applied the UAE University’s domain setting, which allowed all UAEU staff to access their devices while working from home. For the Virtual Private Network (VPN)’s users, our team created a security group to facilitate the management of such users.
Availability of software online
By increasing the cloud availability of certain software and allow students to use these software remotely; it was a must to purchase more license or, to allow the students to access the computer labs remotely
Control the load on the IT staff
To achieve such goal it was required to increase the IT helpdesk support availability and increase the number of agents. In addition, the new agents were trained to be able to give the best technical support and to add value to the IT Helpdesk team