For all those tech things that just won’t work, or (let’s be fair) that you cannot get to work… use SolveIT!

Ways we help you

  • ICT Servicedesk through remote desktop support
  • ICT Front desk for walk-in support
  • Classroom technology support through 7911 call centre and onsite
  • Student Computer labs support

Policies, Procedures, Standards, and Guidelines

ICT Policies, Procedures, Standards, and Guidelines (PPSG)


Support and Response

Incoming calls: The agents will try to help you, while logging the incident on SolveIT. Long calls create a waiting period, especially when your device is accessed remotely.

Call backs: If you logged an incident via email and through the SolveIT portal, an agent will call you and try to help you over the telephone or via remote access.

On-site: If we cannot help you telephonically, our on-site support engineers group will visit your office. If the support engineer cannot resolve the issue, your machine may be booked into the workshop for further investigation. Standard re-deployments are also performed by on-site support engineers.

Our office hours: Monday to Friday from 07:45 until 16:30

How to get support via SolveIT
You can make use of the following:

Portal - SolveIT

SolveIT is accessible from desktop computers, tablets, smartphones, and other mobile devices.

  1. Navigate to http://solveit.ufs.ac.za/
  2. Log in using your UFS email address (username) and campus password
  3. Select Service Catalog to view all categories
  4. Select the relevant option
    • If there are sub-options, select the relevant sub-options
  5. Complete each section of the page then click Submit
  6. On the Incident page, if you have any additional comments or details you would like to add, enter them in the additional comments text box.
    • If you would like your ICT Liaison or another colleague to keep an eye on the your call, add him/her to the Watch list and click Update
  7. Your request will be logged with ICT Servicedesk

Email

We no longer manually answer or handle emails sent to Servicedesk@ufs.ac.za address, instead our call management system, SolveIT, will receive the emails and automatically process the request based on the sender’s email address. This means that if you log a call via email on behalf of someone else, the incident will be logged on your name as it originates from your email address. You can also send an email to ufs@service-now.com to log an incident.


Call Us

You can call the ICT Servicedesk if you have an urgent incident that needs be dealt with without delay or if logging an online call is not possible.

  1. Call +27 51 401 2000 (extension 2000 from the campus office line)
  2. You can select relevant options
    • For Servicedesk press 1
    • For Student desk press 2
    • For ICT Procurement press 3

Front Desk

Our front desk for walk-in help is located at the end of FGG Block F on the corner, on the lower ground level. We are open Monday to Friday from 07:45 till 16:30 and closed on weekends and public holidays.

Services offered to Staff and Postgraduate students only

  • Assistance with changing of campus password
  • Installation of antivirus 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 help with hardware issues; an incident will be logged and transferred to a support engineer for further assistance.

SOLVED!