Service Desk (SD):
The Service Desk (SD) serves as the primary point of contact between ITS and the university community, including students, faculty, and staff. Its main focuses are user request management and communication.
Services Provided by the Service Desk:
- Issue Resolution: Addressing issues based on their urgency.
- Request Orchestration: Managing, dispatching, and monitoring requests until they are resolved.
- Troubleshooting: Providing solutions to technical problems.
- Labs Management: Overseeing and maintaining lab facilities.
- Classrooms Management : : Overseeing and maintaining classrooms facilities.
All IT-related requests should be directed to the Service Desk through the Service Desk Management System, accessible at http://sd.aui.ma.
For urgent requests or to report major system outages, students can contact the SD by dialing 666 or 0535862400.
Working Hours:
- Regular Hours: 8:30 AM to 5:30 PM on all working days.
- Extended Support: 5:30 PM to 8:00 PM daily, and on weekends. During these times, contact the SD by dialing 666 or 06 61 51 51 25, or via MS Teams.
IT Maintenance Service:
The ITS Department offers free maintenance and troubleshooting services for personal non-hardware computer issues to the entire AUI community. All students are encouraged to utilize this service for their personal computers.
During the repair process, students can request to borrow laptops from the Service Desk, subject to availability.
Computer Labs and Related Services:
ITS manages and maintains several open and purpose-specific computing labs. All computers in these labs operate under both Windows and Linux environments, are kept up to date, and are equipped with a variety of academic and entertainment software tools and programs.
Single Sign-On for Students :
ITS provides students with digital accounts for seamless access to the university’s IT resources. These accounts enable students to utilize computers in computing labs and include 3TB of personal storage on MS OneDrive in the Microsoft Azure cloud. The same credentials are used across various platforms, including self-printing multi-functional devices, the Service Desk platform, emails, and MS Teams, Canvas and Jenzabar portal.
Communication and Collaboration Services:
ITS utilizes Microsoft Office 365, a leading software suite, to facilitate local and global collaboration among students. Office 365 includes online-hosted email and calendar services, OneDrive with up to 3TB of storage, MS Teams for instant messaging and web conferencing, Planner for project and task management, and more. Each student receives a personal @aui.ma email account with a 100GB storage quota. All data on this account is confidential and backed up periodically. Students can access MS Outlook (emails) and other Office 365 apps (OneDrive, Teams, Planner, SharePoint, OneNote, Stream, etc.) on their mobile devices.
Academic ERP System:
ITS provides an academic ERP (Enterprise Resource Planning) system called Jenzabar to manage students’ academic and campus-related affairs. This system is accessible at https://my.aui.ma.
Main Services Offered by Jaas (Jenzabar as a Service) :
- Enrolling in classes
- Viewing account information
- Viewing/reserving rooms
- Viewing semester and general grade reports
- Filling out various online forms (transcript, exchange, absence, withdrawal, graduation, etc.)
Learning Management System (LMS) :
To promote active and collaborative learning across different delivery modes. Canvas offers a range of features to enhance teaching and learning, including assignments, discussions, modules, quizzes, collaboration, outcomes, rubrics, SpeedGrader, announcements, calendar, analytics, and studio. Canvas is a cloud-based platform, accessible at https://aui.instructure.com using Office 365 credentials.
Internet Access:
ITS provides two internet connection links: one with 4 Gbps and one with 1 Gbps, from two different telecom operators. This brings the total internet bandwidth to 5 Gbps, with individual user bandwidth up to 100 Mbps. All dormitory rooms, classrooms, labs, library, and offices are equipped with both wired and Wi-Fi connections. Wi-Fi is also available in most indoor and outdoor areas of the university, ensuring ubiquitous internet access across the campus.
The auiConnect and eduroam networks are the Wi-Fi networks for AUI students, faculty, and staff, allowing secure internet access both on AUI campuses and at participating institutions worldwide. Access is granted via the usual Office 365 credentials. Guests can access the Al Akhawayn Wi-Fi network, with some restrictions on AUI resources and services.
Printing Services :
ITS provides a printing service based on the Pay4Print System. Each student has a printing account that can be fed at the Business Office with the amount she/he needs. +20 printers compatible with this service are available in different locations, including the library, computing labs, halls of academic buildings, and some residential buildings.
Student Part-Time Job Opportunities:
ITS offers students the opportunity to work part-time in IT, primarily as Service Desk officers providing first-level support. All accepted part-timers receive training on basic networking concepts and first-level ITS support techniques.
Additionally, ITS hosts DevITeam, a student-led software development unit. This unit introduces part-time students to the development of solutions that serve the student body and support various departmental projects. DevITeam acts as the central hub for all in-house custom IT projects.