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Service Catalogue > Help > Service Desk

APPLY FOR THIS SERVICE

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.

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

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 ServiceNow
Escalate, track and follow up on request logged for different IT support teams.

Network administration (request fulfilment - e.g. access to systems) 

Manage and administer the helpinfo@sun.ac.za mailbox

 
​​​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​

 
​​​SELFSERVICE AND FAQ'S

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

COST

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

General IT Service costs​

​​​CONTACTS

Contact@ITservices

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