Mobile telephony for employees

Short link to this page: utwente.nl/smartphone

As a UT employee, you can order a Smartphone, Tablet, and SIM card. Your manager needs to approve your request. 

LISA provides all mobile device-related services through the Self-Service Portal (selfservice.utwente.nl). The information below gives an overview of what's available and how the order and support process works. Employees can choose from a standard list of smartphones. Several times a year, LISA evaluates whether the standard models are still up-to-date, and the list is updated frequently. 

Overview of choices in the self-service portal:

If products are in stock, they are available for pickup within three or four business days.

Order device & SIM

Here is a summary of the steps:

  • Steps
    • Ask permission and work order number

      Check with your manager if your work requires a mobile device. After getting permission, get a work order number from your manager/secretariat.

    • Order your products (phone/tablet/sim)

      Use selfservice.utwente.nl to order your products: phone, tablet, subscription (SIM card). Enter the work order number you have received for payment. 

      Please note: Preferably, orders should be made by the device's user. That way, the device is linked to the right person in the system, and the department's ICT contact person (usually the office manager or technician) can view all the devices linked to the department's employees. If you cannot order from the Self-Service Portal, please ask your department's office manager for support.

    • Approval by department

      The person responsible for the work order number will receive your request and needs to approve it. The order will automatically b sent to the supplier.

    • Registration of device

      The ICT Service Desk will register your device in the UT system. It will receive a unique UTxxxxxx ID. Your department's ICT contact person will see the device or subscription in their dashboard (CI Inventory in the Self-Service Portal).

    • Pick up your order

      Once your order is ready for pick-up, the ICT Service Desk will notify you by email. When picking up your order, you may need to show your ID card.

    • Set up your device

      Set up your device. To help you getting started, we set up a start guide for Apple mobile devices and a start guide for Android mobile devices.

All devices registered to your name can be found in the Self-Service Portal device inventory.

SIM cards

When ordering, you can choose from two available subscription types: 

Voice and data 

  • Data only (for tablets with data option)

By default, you get a physical (nano) SIM card. If you prefer an eSIM, please indicate this in the comments during the order process.

The following services are available through the self-service portal (menu options: Services > Telephone):

  • Change from physical SIM to eSIM
  • Number porting: Transfer your 06 number from and to UT

Nowadays, many devices can hold two SIM cards. Therefore, it's possible to combine a private and business subscription in one phone. 

Costs

For the fixed monthly subscription costs, please see the tariff overview in the self-service portal. The voice and data subscriptions are based on a fair use policy: in the event of high usage, the UT reserves the right to charge costs. Subscriptions can be used within the European Union (EU). Outside the EU, an Internet op reis card must be purchased through the Odido app to use mobile data. For more information, see the Odido website

Repair request

Repairs are handled by Telepunt.nl, a company located at Deurningstraat 145 in Enschede. Your department/work order holder should have agreed to repair your device before you submit the repair request. An indication of repair costs is listed on their website or can be obtained by calling Telepunt: 053-3001165. Costs can be deducted by providing a UT work order number. (You don't pay yourself for the repair in the shop.)

There are no temporary replacement devices available. In most cases, repairs are done while you wait. 

Loss of theft

Any lost/stolen devices need to be reported to

  • the police, e.g. through an online report and
  • Send an email to cert@utwente.nl.
  • Inform the Service Desk ICT about the lost or stolen device (UTxxxxx number) and the mobile number. They can block your old SIM and you can request a new one.
  • Please report the lost/stolen device to your office manager and check about ordering a new device. 

Please note: You are most likely locked out of your multi-factor authentication (MFA). To gain access to MFA again, use mfa-reset.utwente.nl.

Non-standard devices

All devices in the self-service portal have been tested and are compliant with the frequently used UT services like VPN, Eduroam, etc. The list of devices is evaluated and updated regularly. Office managers have the option to order other non-standard devices using the Purchase-to-Pay system Proactis if necessary, but we strongly advise against devices that deviate from the standard. Devices may not work properly with UT infrastructure (most issues occur when using Eduroam), or the necessary security updates are only provided for a short period. Devices ordered through Proactis need to be registered with the ICT Service Desk: UT remains the owner of the device, and registration is also necessary for warranty cases. 

Department inventory

Your department's ICT contact person (usually the office manager or technician) has access to the department's device inventory in the Self-Service Portal. Here, all devicesmobile subscriptions, users, registration dates, e-waste costs, etc, are listed, and devices can be transferred to other employees if necessary. The department takes care of cancelling mobile subscriptions that are not in use anymore. Send an email to the Service Desk to request cancellation.   

Support

Related manuals and procedures:

Contact
Service Desk ICT
Service Desk ICT
Citadel building @ O&O square

Visit us: 8.30 - 17.00 on weekdays (location)
Call us: 8.30 - 17.30 on weekdays

To support you on the phone, we may ask you to open Teamviewer. The application has already been installed on UT Windows computers. For other devices, you may need to download Teamviewer.

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