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​​​IT SERVICE DESK
The Service desk provides a single point of contact for faculties, staff and students to log and direct enquiries and record incidents by providing customer focused,  quality IT services and technical support.
request-service.jpg ​​​  APPLY FOR THIS SERVICE

E-mail help@sun.ac.za or call 021 808 4367.

request-service.jpg   FUNCTIONS AND FEATURES 
First point of contact for all IT related enquiries and incident management.

First level support for MS Office software, network, telecom and hardware incidents.
Assist staff with VNC sessions.
Incident logging through HEAT (Helpdesk Expert Automation Tool)
Escalate, track and follow up on request logged for different IT support teams.

Network administration (request fulfillment - e.g. access to systems) 
Manage and administer 5 generic email boxes help@sun.ac.zahelpinfo@sun.ac.zaportalhelp@sun.ac.za,
software@sun.ac.za,  itkursus@sun.ac.za
Schedule free Microsoft training for staff in cooperation with HR

request-service.jpg   OTHER ADD-ONS

No add-ons

request-service.jpg   ​​​SERVICE AND SUPPORT

Service Hours

08H00 - 12H45 and 13H45 - 16H30
One service desk agent on duty during lunch times from 12h45-13h45


Service Support

Help, advice or enquiries with this service can be obtained via 021 808 4367 or send an email to help@sun.ac.za

Service Targets

Queue Time                  Answer 80% of calls within 120 seconds

Dropped Calls               Less than 10%
Heat Message Centre  React within 60 minutes

Information Mailbox     React within 24 hours

(if less than 40 calls per hour)

Delivery Scope

Main Campus, Stellenbosch
Tygerberg Campus​

request-service.jpg ​​​​  COST

This service is free of charge for University students and staff.

General IT Service costs​

request-service.jpg  SELF HELP & FAQ'S​

What turnaround time could I expect?
Training​
Do I pay for any of the services?​​

​​

request-service.jpg ​​​  CONTACTS


Need to report a fault?

1. Call the Service Centre at 021 808 4367
2. Send an e-mail to help@sun.ac.za​
3. Log an error on the system:
https://iheat.sun.ac.za/webheat/
4. Contact us on Skype (handle = ITStellenUni)​



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