We support UFS end users with specific and general computing-related problems and requests. This includes support for UFS-owned hardware and software to ensure reliability and continuity. Technical support is given for approved technology, purchased through ICT Services Procurement and configured by the End-User Support Division of ICT Services.
End-User computing division consists of:
- ICT Servicedesk
- ICT Frontdesk
- ICT Field support engineers
- ICT Procurement
- ICT Store
How we support you at ICT Services:
- ICT Servicedesk through remote desktop support
- ICT Front desk for walk-in support
- UFS Classroom technology support through +27 51 401 7911 call centre and onsite
- UFS Student Computer labs support
- ICT Procurement and Store for procuring ICT infrastructure and ICT asset management
ICT Servicedesk
The Servicedesk support the UFS community with any technical issues you may experience. The Servicedesk is manned by experienced and competent support personnel. When you log an incident on SolveIT, a support agent will contact you to get more information and establish first line support. If necessary, the agent will remotely access your computer to help you to resolve your problem. When a problem cannot be resolved remotely, a support engineer will be dispatched to your office location to assist you onsite.
How to get support:
You can make use of the following:
- Portal – SolveIT
- Email
- Call
SolveIT Self-Service
ICT Services make use of SolveIT to manage all ICT service requests and incidents at the UFS. Personnel can use SolveIT to log support incidents/requests and manage their ICT requests. SolveIT is accessible from computer, tablets, smart phones and other mobile devices.
- Navigate to this link https://solveit.ufs.ac.za/
- Log on using your UFS email address as your username and campus password
- Step 1
Open any internet browser and type in the following address: SolveIT.ufs.ac.za - Step 2
Login with your university email address and your campus password
- Step 3
Click on the Service Catalog to view a list of all the services.
To log an incident, click on Assistance or Help
- Step 4
Click on Create Incident and provide more detailed information about the issue experienced
Email
Send an email to Servicedesk@ufs.ac.za and an incident will be automatically created on behalf of the sender.
Call us
You can phone the ICT Servicedesk on +27 51 401 2000 and an available operator will attend to you call.
Support and response
Incoming calls:
The agents answer incoming calls from the call centre and attempt to assist you over the phone. There is often a waiting period for new callers as the agents help and troubleshoot, while simultaneously logging the incident on SolveIT. They remotely access your computer to help you. While this may benefit the person having their problem resolved immediately, it does have the adverse effect of keeping others waiting in the call queue. The agents might also require the following information: Asset number of the computer, building, room number and contact details.
Call backs:
The agents will call all the end users who logged an incident via email and through the SolveIT portal, and they will attempt to assist you telephonically, they may also remotely access your machine to help you.
Onsite:
If an incident cannot be resolved over the phone, the incident will be moved to the onsite support engineers group, where it is assigned to a support engineer who will visit your office. Typically, these incident involve major software issues or minor hardware repairs. If the support engineer is unable to resolve the issue, your machine may need to be booked into the workshop for further investigation and standard re-deployments are also performed by onsite support engineers.
Support Engineers:
The support engineers are responsible for troubleshooting, repair and deploying software image on the new machines, delivery and installation of printer’s accessories. The engineers are also responsible for all hardware repairs liaising with suppliers for in warranty repairs.
ICT Front Desk
The ICT Front desk is located at the end of FGG Block F on the corner and it is on the lower ground level.
Operating hours
The Front desk is open Monday to Friday from 7:45 till 16:30 and closed on weekends and public holidays.
Services are offered to Personnel and Post-graduate students only
- Assistance with changing of campus password
- Installation of anti-virus and approved software on UFS devices
- Setting up wireless connections on laptops and mobile devices
- Troubleshooting and other basic support requests
Note: The Front desk does not offer assistance with hardware issues, an incident will be logged and transferred to a support engineer for further assistance. Remember to bring your Identification document.