Client Services

The Client Services department manages all IT Service requests and issues from users and all the University’s computing devices. Service requests include incidents, alerts and alarms from applications, systems and networks. The department works with those responsible to ensure their closure within agreed internal SLAs and analyses recorded issues for informed decision making.

The department is responsible for the following:

• Device Management – Managing the setup, operation and maintenance of computers and peripherals devices.
• Service Desk – The primary point of contact between IT Services & Users where Issues and requests are raised, captured and assigned for support. Recorded issues are analysed by the team.
• Telephone Operator – Managing all incoming calls to the university and assisting users through answering of calls, providing essential university information and call forwarding.
• Manage IT Stores – Manages the IT procurement process, inventory and stock on all IT devices & materials for operations.

Collaboration Technology

The Collaboration Technology department manages the digital engagement and collaboration infrastructure and service platform (including IT digital delivery capability) for the University. The department ensures that its collaboration systems are readily accessed by all students, staff and other stakeholders.

The department is responsible for the following:

• Document management – manage collaborative workspace powered by SharePoint.
• Collaboration application support – provide technical support for Zoom, Microsoft365, Emails, Email Archive, Convene and MS Teams
• System access and security, manage user directory and Single Sign-On
• Maintenance and upgrades; upgrading production and version control
• Integration with other applications and its testing
• System risk mitigation and disaster recovery
• Vendor and license support management
• Provide webinars and event live streaming support
• Support Backup of SAAS data
• Provide voice communications, phones and portable internet services

Enterprise Applications

The Department of Enterprise Applications forms part of the Division of ITS’s Support Services and is responsible for managing and supporting the Fiji National University’s Banner ERP system and other user interface applications.

To improve user experience and provide excellent customer service, the Department also aims to support the academic, research and administrative functions on the University through automations of processes.

The Department of Enterprise Applications manages and supports the following:

• Develop applications
• Support applications
• Support Banner ERP system
• Support legacy applications during the period of transition to Banner
• Provide reporting capabilities
• Support other in-house developed portals
• Support ID card application
• Enhance students experience on enterprise applications
• Manage enterprise integrations and automations

The Department of Enterprise Applications is located at Derrick Campus, Samabula.

Network Systems & Security

The Network Systems and Security Department is responsible for the planning, installation and management of all core IT infrastructure. The goal of the department is to ensure IT services are highly available and secure wherever staff and students access them from.

Their responsibility areas are:

• Manage perimeter security of the university
• Security operation center (SOC)
• Wireless and Cabling infrastructure
• Datacenter and Disaster recovery management and monitoring
• Management of Web Application Firewall security for FNU web servers.
• Manage virtual platform , storage and backup systems
• System risk mitigation and disaster recovery
• Enterprise network management
• Management of VPN and security systems

Research & Education Enabling Technology

This department is responsible for all learning, teaching and research applications in FNU.

The objective of the department is to support the provision of secure and quality learning management system services that meets the requirements of the University. The department also supports online, real-time and insights driven learning to deliver the best academic & career pathway outcomes.

The department offers the following services:

• Learning Management System Support
• Website Support
• Research Support
• Audio/Visual Design & Support
• Support content delivery through Virtual Campus