PC Support Division Service Catalog Support Number:

Transcription

1 PC Support Division Service Catalog Support Number: PC Support Division Page 1 of 38

2 Table of Contents 1 s Revision Control Catalog definition Overview PC Support Live Services Software Access and Support Standard Campus Software Papercut Student Web Access E-Views STATA Electrical Software Mining Software Mathematical Software Typing Instructor Inkeeper User lock Freedom Toaster N-Computing Architectural Software Civil Software Mechanical Software Adobe Creative Cloud D Modeling Software Pastel Jaws SMART Software Celcat EPI Info SPSS Mortpak Land Management Software CED Software...22 PC Support Division Page 2 of 38

3 5.2 Computer Access and Support Desktop computers Laptops Terminals Device Access and Support Printers Audio Visual Scanners Barcode Readers Mobile devices SMART Boards Sympodiums Venue Access and Support Computer Labs Auditorium Buildings SRC Boardroom Lecture rooms Boardrooms Administrative offices Seminar rooms Information Support information General information Escalations Internal External...38 PC Support Division Page 3 of 38

4 List of Tables Table 1 s and Terms... 6 Table 2 Revision History... 7 Table 3 Service Catalog... 7 Table 4 Standard Campus Software Table 5 Papercut Table 6 Student Web Access Table 7 E-View Table 8 STATA Table 9 Electrical Software Table 10 Mining Software Table 11 Mathematical Software Table 12 Typing Instructor Table 13 Inkeeper Table 14 User Lock Table 15 Freedom Toaster Table 16 N-Computing Table 17 Architectural Software Table 18 Civil Software Table 19 Mechanical Engineering Table 20 Adobe Creative Cloud Table 21 3D Modelling Software Table 22 Pastel Table 23 Jaws Table 24 SMART Software Table 25 Celcat Table 26 EPI Info Table 27 SPSS Table 28 Mortpak Table 29 Land Management Software Table 30 CED Software Table 31 Desktop Computers Table 32 Laptops Table 33 Terminals Table 34 Printers Table 35 Audio Visual Table 36 Scanners Table 37 Barcode Readers Table 38 Mobile Devices Table 39 SMART Boards Table 40 Sympodiums Table 41 Computer Labs Table 42 Auditorium Buildings Table 43 SRC Boardroom PC Support Division Page 4 of 38

5 Table 44 Lecture Rooms Table 45 Boardrooms Table 46 Administrative Offices Table 47 Seminar rooms Table 48 Support Information Table 49 General Information Table 50 Internal Escalation Table 51 External Escalation List of Figures Figure 1 PC Support Services... 8 Figure 2 Software Access and Support... 9 Figure 3 Computer Access and Support Figure 4 Device Access and Support Figure 5 Venue Access and Support Figure 6 Information Figure 7 Escalations PC Support Division Page 5 of 38

6 1 s Term / Abbreviation CED DICT EPI Info IT MS PC PoN PSPICE SIT SPSS Table 1 s and Terms Centre for Enterprise Development Department of Information and Communication Technology Epidemiology statistical software Information Technology Microsoft Personal computer Polytechnic of Namibia Personal Simulation Program with Integrated Circuit Emphasis School of Information Technology Statistical Package for Social Science PC Support Division Page 6 of 38

7 2 Revision Control Revision Date Previous Revision Date Summary Changes October 2014 None Initial Version 1.0 Table 2 Revision History 3 Catalog definition The catalog structure is defined below in Table 2. All the live services offered by PC Support Division will be described based on the structure. Service Delivery Channels Service Hours Service Support User Necessities Service Initiation Table 3 Service Catalog Defines the general characteristics of the service. Defines the scope to which the service is provided. Defines the specific areas or centers where the service is provided. Defines the methods by which the services is delivered. Defines the hours during which the service can be used. Defines the method of by which the service is supported. Defines the necessities users should have to access the service. Defines how request for the service is initiated. PC Support Division Page 7 of 38

8 4 Overview The purpose of this catalog is to describe the live services offered and supported the PC Support division. This document is intended for the exclusive use of the Polytechnic of Namibia. An overview of the services provides by the PC Support Division is depicted in Figure 1 below. DICT PC Support Division PC SUPPPORT DIVISION PoN Students PoN Administrative Staff PoN Academic Staff Software Access and Support Software Access and Support Software Access and Support Computer Access and Support Computer Access and Support Computer Access and Support Venue Support Venue Support Venue Support Device Access and Support Device Access and Support Device Access and Support Information Information Information Escalations Escalations Escalations Figure 1 PC Support Services The sections following provide details of the services provided across the institution by the PC Support Division. PC Support Division Page 8 of 38

9 5 PC Support Live Services 5.1 Software Access and Support The service of Software Access of Support is dispersed across the students, academic staff, and the administrative staff. Figure 2 below depicts an overview of the software access and support service provided. PC Support Division Software Access and Support PC SUPPPORT DIVISION PoN Students PoN Administrative Staff PoN Academic Staff SPSS Standard Campus Software Userlock Standard Campus Software Standard Campus Software EPI Info Papercut Freedom Toaster Jaws SMART Software Mortpak Student Web Access N Computing Adobe Creative Cloud Engineering Software E-View Architectural Software CED Software Celcat Electrical Software Civil Software STATA Mining Software Mechanical Software Mathematical Software Adobe Creative Cloud Typing Instructor 3D Modelling Software Inkeeper Pastel Land Management Software STATA Figure 2 Software Access and Support The detail for each of the software listed in Figure 2 is provided in the subsections following. PC Support Division Page 9 of 38

10 5.1.1 Standard Campus Software Delivery Channels Service Hours Service Support User Necessities Service Initiation Table 4 Standard Campus Software Users across the institution are provided with access and support to a set of defined productivity software. The standard campus software includes: Adobe X Professional MS Office 2010 Professional Kaspersky Anti-Virus 7-Zip VLC SPSS Mozilla Firefox Google Chrome Windows 7 Professional 64-bit Java v 1.7 Celcat MS Office 2013 (CED only) All of the software listed above (excluding Celcat which is provided to Academic and Administrative Staff only) is provided to all users. Across the entire institution, including regional centers. These applications are provided for use upon installation and setup of user devices owned by the institution. Support is provided on demand as required. Weekend hours Library only (Saturday 08:00 13:00, Sunday 14:00 20:00) Administrative Staff: 07:30 16:30 Academic Staff: 07:30 16:30 Students: 07:30 16:30 o Library Support 16:30 21:30 o SIT Staff from 07:30 up to 21:30 Support is provided remotely, and hands-on. All users require an active User domain account All Staff: Log a Service Request call via Help desk, or telephone Students: need to Log a Service Request call via Academic or Administrative Staff. PC Support Division Page 10 of 38

11 5.1.2 Papercut This software is used to monitor the printing credits available to students. This ultimately will determine if they are enable to print from the institution s printing devices. Students only Entire campus including all of the regional centers. Delivery Channels This application is installed with the user accounts, across the entire scope of the institution s computers available for student use. Weekend hours Library only (Saturday 08:00 13:00, Sunday 14:00 20:00) Library Support 07:30 21:30 Service Support Support is provided remotely and hands-on. User Necessities User Domain Accounts Service Initiation Log a Service Request call via Lab technicians or PC Support staff in the Library. Table 5 Papercut Student Web Access This feature allows students with access to services. Students at the institution are provided with an address. Students only Entire campus including all of the regional centers. Delivery Channels Web access is available to students with access to a device, with a web browser installed. Weekend hours Library only (Saturday 08:00 13:00, Sunday 14:00 20:00) Library Support 07:30 21:30 Service Support Support is provided hands-on. User Necessities User Domain Accounts, Student cards, Polytechnic or privately owned devices with internet connectivity with web browsers. Service Initiation Log a Service Request call via Lab technicians or PC Support staff in the Library. Table 6 Student Web Access PC Support Division Page 11 of 38

12 5.1.4 E-Views Delivery Channels Service Hours Service Support User Necessities Service Initiation Table 7 E-View This software is used for statistical purposes, such as estimations, forecasting and analysis. Students only Library at the Windhoek Campus E-view is installed on computers in the Library only. Weekend hours Saturday between 08:00 13:00, Sunday between 14:00 20:00 Weekly hours Monday Friday between 08:00 21:30 Support is provided hands-on, and remotely. User Domain Accounts, Student cards Log a Service Request call via PC Support staff in the Library STATA Users are provided with access to an integrated statistical software package for data analysis and management, as well as data graphics. Staff can request for installation onto their laptops (motivation required). Students and Academic Staff Library at Windhoek Campus, and Business Lab Delivery Channels STATA is installed on computers in the Library in the Business Lab. Library Weekly Support 07:30 21:30 Library Weekend Support on Saturday between 08:00 13:00, Sunday between 14:00 20:00 Service Support Support is provided hands-on, and remotely. User Necessities User Domain Accounts, Student cards Service Initiation Students: need to Log a Service Request call via PC Support staff in the Library. Academic Staff: need to a call via Helpdesk or lab technicians. Table 8 STATA PC Support Division Page 12 of 38

13 5.1.6 Electrical Software This software is used for electrical engineering practices and processing. The software includes: MatLab Digi Silent Power Factory Micro C Energy Plus Miktex PSPICE Proteus Students and Academic Staff Engineering Campus at Windhoek Delivery Channels The software is installed on computers in the designated buildings upon setup. Service Support Support is provided remotely, and hands-on. User Necessities Students: Student Cards, Domain account Academic Staff: Academic Staff Cards. Domain account. Service Initiation Log a Service Request call to PC Support Division in the Engineering building. Table 9 Electrical Software Mining Software This software is used for mining engineering practices and processing. The software includes: Surpak JKSimNet Prokon Students and Academic Staff Engineering Campus at Windhoek Delivery Channels The software is installed on computers in the designated buildings upon setup. Service Support Support is provided remotely, and hands-on. User Necessities Students: Student Cards, Domain account Academic Staff: Academic Staff Cards. Domain account. Service Initiation Log a Service Request call to PC Support Division in the Engineering building. Table 10 Mining Software PC Support Division Page 13 of 38

14 5.1.8 Mathematical Software This software is used for mathematical practices and processing. The software includes: Mathtype MatLab Students and Academic Staff Engineering Campus, Health Science buildings at Windhoek Delivery Channels The software is installed on computers in the designated buildings upon setup. Service Support Support is provided remotely, and hands-on. User Necessities Students: Student Cards, Domain account Academic Staff: Academic Staff Cards. Domain account. Service Initiation Log a Service Request call to PC Support Division in the Engineering and Health Sciences building. Table 11 Mathematical Software Typing Instructor This software is used for training users to improve on typing skills. Students only Science and Technology Building in Windhoek Delivery Channels The software is installed on computers in the designated building upon setup. Service Support Support is provided remotely, and hands-on. User Necessities Student Cards Service Initiation Log a Service Request call to PC Support Division or through Academic Staff. Table 12 Typing Instructor PC Support Division Page 14 of 38

15 Inkeeper Users are provided with this software is used for training purposes. Administrative staff and Students Aloe Hotel School and Daniels and Kleines Heim Guest house Delivery Channels The software is installed on computers in the designated buildings upon setup Service Support Support is provided remotely, and hands-on. User Necessities Administrative staff card or Student card. Service Initiation Log a Service Request call to PC Support Division in the Aloe Hotel school building. Table 13 Inkeeper User lock This software is used to monitor and limit the amount of time a user spends on a computer. The software also implements policies to restrict user access after a specified amount of time. Students only Library in Windhoek Delivery Channels The software is installed on computers in the Library. Service Hours Weekly Monday to Friday between 07:30 16:30 Service Support Support is provided remotely, and hands-on. User Necessities Student Cards, Domain Accounts Service Initiation Log a Service Request call to PC Support Division or through Academic Staff. Table 14 User Lock Freedom Toaster This software is used for the burning of operating system images onto media. Students only Library in Windhoek Delivery Channels The software is installed on computers in the Library. Service Support Support is provided remotely, and hands-on. User Necessities Student Cards Service Initiation Log a Service Request call to PC Support Division or through Academic Staff. Table 15 Freedom Toaster PC Support Division Page 15 of 38

16 N-Computing Delivery Channels Service Hours Service Support User Necessities Service Initiation Table 16 N-Computing This software is used to manage the access of computer resources through virtualisation. Students only Library in Windhoek The software and devices are installed on computers in the Library. Weekend hours Saturday between 08:00 13:00, Sunday between 14:00 20:00 Weekly hours Monday Friday between 08:00 21:30 Support is provided remotely, and hands-on. Student Cards, Domain Cards Log a Service Request call to PC Support Division or through Academic Staff Architectural Software This software is used for architectural practices and processing. The software includes: Caddie ArchiCad Autodesk Adobe CS6 Students and Academic staff Engineering Campus at Windhoek Delivery Channels The software is installed on computers in the designated buildings upon setup Service Support Support is provided remotely, and hands-on. User Necessities Students: Student Cards, Domain account Academic Staff: Academic Staff Cards. Domain account. Service Initiation Log a Service Request call to PC Support Division in the Engineering building. Table 17 Architectural Software PC Support Division Page 16 of 38

17 Civil Software This software is used for Civil Engineering. The software includes: Prokon Autocad Watercad Students, Academic Staff Engineering Campus at Windhoek Delivery Channels The software is installed on computers in the designated buildings upon setup Service Support Support is provided remotely, and hands-on. User Necessities Students: Student Cards, Domain account Academic Staff: Academic Staff Cards, Domain account. Service Initiation Log a Service Request call to PC Support Division in the Engineering building. Table 18 Civil Software Mechanical Software This software is used for Mechanical Engineering. The software includes: Autocad Students and Academic staff Engineering Campus at Windhoek Delivery Channels The software is installed on computers in the designated buildings upon setup Service Support Support is provided remotely, and hands-on. User Necessities Students: Student Cards, Domain account Academic Staff: Academic Staff Cards, Domain account. Service Initiation Log a Service Request call to PC Support Division in the Engineering building. Table 19 Mechanical Engineering PC Support Division Page 17 of 38

18 Adobe Creative Cloud This software is encompassed of a package of products used for creative productivity. The package includes: Dreamweaver Photoshop Lightroom Indesign Premiere Aftereffects Illustrator Audition Muse Flash Edge Reflow Acrobat Students and Administrative Staff Engineering Campus at Windhoek, and Main Campus Delivery Channels The software is installed on computers in the designated buildings upon setup Service Support Support is provided remotely, and hands-on. User Necessities Students: Student Cards, Domain account Academic Staff: Academic Staff Cards. Domain account. Service Initiation Log a Service Request call to PC Support Division in the Engineering building. Table 20 Adobe Creative Cloud D Modeling Software This software is used for creating and modelling 3-D images. Students only NBIC Building at Windhoek Delivery Channels The software is installed on computers in the designated buildings upon setup Service Support Support is provided remotely, and hands-on. User Necessities Student Cards Service Initiation Log a Service Request call to PC Support Division or through Academic Staff. Table 21 3D Modelling Software PC Support Division Page 18 of 38

19 Pastel This software consists of packages used for accounting purposes. Students only Main Campus at Windhoek Delivery Channels The software is installed in only of the computer labs. Service Support Support is provided remotely, and hands-on. User Necessities Student Cards Service Initiation Log a Service Request call to PC Support Division or through Academic Staff. Table 22 Pastel Jaws This software is used to read text that is displayed on a screen to visually impaired users. Administrative Staff only Engineering Campus at Windhoek Delivery Channels The software is installed on one of the computers in the designated building. Service Support Support is provided remotely, and hands-on. User Necessities Administrative staff Cards Service Initiation Log a Service Request call to PC Support Division in the Engineering building. Table 23 Jaws SMART Software This software is used for teaching purposes. The software is also used to manage a variety of teaching aid devices. Academic and Administrative Staff Throughout the institution where lectures are given. Delivery Channels The software is preinstalled with the installation of the teaching aid devices. SIT Staff from 07:30 up to 21:30 Service Support Support is provided Hands-on User Necessities Academic Cards, Pen-sets Service Initiation Log a Service Request call to PC Support Division Table 24 SMART Software PC Support Division Page 19 of 38

20 Celcat Users are provided with this software to develop lecture timetables. Academic and Administrative Staff At the Main Campus, Satellite Campuses Delivery Channels The software is installed as part of Standard Campus Software. Service Support Support is provided hands-on, and Remotely. User Necessities User Domain Accounts Service Initiation Users must register via the Office of the Registrar. Registered users can log a Service Request call to PC Support Division through telephone and . Table 25 Celcat EPI Info Users are provided with this software for statistical processing of epidemiology. Students School of Health and Applied Sciences Delivery Channels The software is provided for use on request. Service Support Support is provided hands-on, and remotely. User Necessities Student Cards, Domain Accounts Service Initiation Log a call Service Request call via lab technicians Table 26 EPI Info SPSS Users are provided with this software for predictive and analytics. Students School of Health and Applied Sciences Delivery Channels The software is provided for use on request. Service Support Support is provided hands-on, and remotely. User Necessities Student Cards, Domain Accounts Service Initiation Log a call Service Request call via lab technicians Table 27 SPSS PC Support Division Page 20 of 38

21 Mortpak Users are provided with this software for demographic measurement purposes. Students School of Health and Applied Sciences Delivery Channels The software is provided for use on request. Service Support Support is provided hands-on, and remotely. User Necessities Student Cards, Domain Accounts Service Initiation Log a call Service Request call via lab technicians Table 28 Mortpak Land Management Software Users are provided with land management software for geographical processing and analysis. This software includes: ArcGIS Model Maker Surpac AutoCAD Maps 3D ILWIS GeoMedia Trimble Business Center Students only At the Main Campus Delivery Channels The software is installed upon device setup and upon demand. Service Support Support is provided hands-on, and remotely User Necessities Student Cards, Domain Accounts Service Initiation Log a Service Request call to lab technicians Table 29 Land Management Software PC Support Division Page 21 of 38

22 CED Software Users are provided with various productivity software for use. This software includes: Cisco Packet Tracer SPSS GIS MS Visual Studio (2010 and 2012) Adobe Creative Studio Academic Staff At the Main Campus Delivery Channels The software is installed on devices in the center upon setup. Service Support Support is provided hands-on, and remotely User Necessities Domain Accounts Service Initiation Log a Service Request call to PC Support Staff, or lab technicians. Table 30 CED Software PC Support Division Page 22 of 38

23 5.2 Computer Access and Support The PC Support provides access to, and support three computer categories. These are depicted in Figure 3 below. PC Support Division Computer Access and Support PC SUPPPORT DIVISION PoN Students PoN Administrative Staff PoN Academic Staff Desktop Computers Desktop Computers Desktop Computers Laptops Laptops Laptops Terminals Figure 3 Computer Access and Support The detail for each of the software listed in Figure 3 is provided in the subsections following PC Support Division Page 23 of 38

24 5.2.1 Desktop computers Users are provided with access to desktop computers. Students are provided with access to computers in labs. Students, Administrative Staff (Academic Staff motivation needed) Across the entire institution Delivery Channels Desktops are only provided for use in fixed positions. Service Hours Weekly hours Monday Friday 07:30 08:00 Weekend Hours - Library Saturday between 08:00 13:00, Sunday between 14:00 20:00 Weekly Library Hours 07:30 21:30 Service Support Support is provided hands-on, and remotely. User Necessities Administrative Staff: Administrative Cards, Domain accounts Academic Staff: Academic Staff Cards, Domain accounts Students: Student Cards, Domain accounts Service Initiation Administrative Staff: Logged Call via Help desk Academic Staff: Logged Call via Help desk or lab technicians. Students: need to Log a Call via Academic or Administrative Staff. Table 31 Desktop Computers Laptops Users are provided with access to laptops with a motivation needed for exception (for administrative staff). Academic staff, Administrative Staff (motivation needed) Across the entire institution Delivery Channels Across the entire institution Service Hours Weekly hours Monday Friday 07:30 08:00 Weekend Hours - Library Saturday between 08:00 13:00, Sunday between 14:00 20:00 Weekly Library Hours 07:30 21:30 Service Support Support is provided hands-on, and remotely. User Necessities Administrative Staff: Administrative Cards, Domain Accounts Academic Staff: Academic Staff Cards, Domain Accounts Students: Student Cards, Domain Accounts Service Initiation Administrative and Academic Staff: Log a Service Request call via Helpdesk or PC Support Staff. Students: Log a Service Request call via PC Support Staff. Table 32 Laptops PC Support Division Page 24 of 38

25 5.2.3 Terminals Delivery Channels Service Hours Service Support User Necessities Service Initiation Table 33 Terminals Users are provided with access to computer resources, via terminals. Students only Library at the Windhoek Campus Terminals are only provided for use in fixed positions. Weekend Hours - Library Saturday between 08:00 13:00, Sunday between 14:00 20:00 Weekly Library Hours 07:30 21:30 Support is provided hands-on, and remotely. Student Cards, Domain accounts Log a Service Request call via PC Support staff in Library. PC Support Division Page 25 of 38

26 5.3 Device Access and Support The PC Support division provides access to, and support to peripheral devices for use at the institution. These device categories are listed in Figure 4 below. PC Support Division Device Access and Support PC SUPPPORT DIVISION PoN Students PoN Administrative Staff PoN Academic Staff Printers Printers Printers Audio Visual Audio Visual Audio Visual Mobile Devices Scanners Scanners Barcode Readers Smart boards Mobile Devices Sympodiums Mobile Devices Figure 4 Device Access and Support The detail for the devices listed in Figure 4 above is provided in the subsections following PC Support Division Page 26 of 38

27 5.3.1 Printers Users are provided with access to printers. The PC Support division will perform installation and configuration of the devices. Secretarial staff are provided with 4-in-1 devices. Other staff members that also require 4-in-1 devices are required to provide motivation. Student, Academic Staff, and Administrative Staff. Entire institution, including Regional centers Delivery Channels Printers are provided for use in fixed positions. Service Hours Weekly Hours Monday Friday between 07:30 16:30 Weekend Hours - Library Saturday between 08:00 13:00, Sunday between 14:00 20:00 Weekly Library Hours 07:30 21:30 Service Support Support is provided hands-on, and remotely User Necessities Students: Student cards and Domain accounts Administrative and Academic Staff: Domain accounts Service Initiation Students: Log a Service Request call via PC Support staff/ Lab technicians. Administrative and Academic Staff: Log a Service Request call via Helpdesk or PC Support Staff. Table 34 Printers Audio Visual Delivery Channels Service Hours Service Support User Necessities Service Initiation Table 35 Audio Visual Users are provided with access to audio visual equipment in labs, teaching venues and conference centers. Academic Staff, Administrative Staff and Students Entire campus including regional centers Audio Visual equipment are placed in fixed positions. Weekend Hours - Library Saturday between 08:00 13:00, Sunday between 14:00 20:00 Weekly Library Hours 07:30 21:30 Support is provided hands-on and remotely. Students: Student Cards Students: Log a Service Request call via PC Support staff/ Lab technicians. Administrative and Academic Staff: Log a Service Request call via Helpdesk or PC Support Staff. PC Support Division Page 27 of 38

28 5.3.3 Scanners Users are provided with access to use scanning devices. Access provision is based on motivation for use. Academic and Admin staff Entire campus including regional centers Delivery Channels Scanners are provided for use based on demand requests. Service Hours Weekly Hours Monday Friday between 07:30 16:30 Weekend Hours - Library Saturday between 08:00 13:00, Sunday between 14:00 20:00 Weekly Library Hours 07:30 21:30 Service Support Support is provided hands-on telephonically. User Necessities Staff cards Service Initiation Log a Service Request call via helpdesk or lab technicians. Table 36 Scanners Barcode Readers Delivery Channels Service Hours Service Support User Necessities Service Initiation Table 37 Barcode Readers Users are provided with access to hand-held scanning barcode readers. Administrative staff only Library at Windhoek Campus Barcode Readers are provided for use in fixed positions. Weekend Hours - Library Saturday between 08:00 13:00, Sunday between 14:00 20:00 Weekly Library Hours 07:30 21:30 Support is provided hands-on and telephonically. Administrative Staff cards. Need to Log a Service Request call via helpdesk or PC Support Staff in library. PC Support Division Page 28 of 38

29 5.3.5 Mobile devices Delivery Channels Service Hours Service Support User Necessities Service Initiation Table 38 Mobile Devices Users are entitled to access their s and network resources from mobile devices. Support is provided to enable access from the mobile devices. Academic Staff, Administrative Staff, and Students Library at Windhoek Campus Access is enabled, and support provided in the Library. Weekend Hours - Library Saturday between 08:00 13:00, Sunday between 14:00 20:00 Weekly Library Hours 07:30 21:30 Support is provided hands-on and telephonically. Students: Domain Accounts, Student Cards\ Academic Staff: Domain Accounts, Academic Cards Administrative Staff: Domain Accounts, Administrative Cards Students: Log a Service Request Call via PC Support Staff in library. Academic and Administrative Staff: Log a Service Request Call via PC Support Staff in Library, or Helpdesk SMART Boards Users are provided with access to smart boards for use. Academic Staff Entire Campus in Windhoek Delivery Channels Smart boards are provided for use in fixed positions. Service Hours Weekly Support Monday Friday 07:30 16:30 Weekend Hours - Library Saturday between 08:00 13:00, Sunday between 14:00 20:00 Weekly Library Hours 07:30 21:30 Service Support Support is provided hands-on and telephonically. User Necessities Academic Cards Service Initiation Log a Service Request call via helpdesk or lab technicians. Table 39 SMART Boards PC Support Division Page 29 of 38

30 5.3.7 Sympodiums Delivery Channels Service Hours Service Support User Necessities Service Initiation Table 40 Sympodiums Users are provided with access to use sympodiums. Academic Staff Library at the Windhoek Campus Sympodiums are provided for use in fixed positions. Weekly (Monday to Friday) Administrative and Academic Staff: 07:30 16:30 Students: 07:30 18:00 Weekend hours Library only (Saturday 08:00 13:00, Sunday 14:00 20:00) Administrative Staff: 07:30 16:30 Academic Staff: 07:30 16:30 Students: 07:30 16:30 Library Support 16:30 21:30 Support is provided hands-on and telephonically. Staff Cards Log a Service Request Call via helpdesk or lab technicians. PC Support Division Page 30 of 38

31 5.4 Venue Support The PC Support division provides support to ICT equipment used in venues at the institution. The venues supported are listed in Figure 5 below. PC Support Division Venue Support PC SUPPPORT DIVISION PoN Students PoN Administrative Staff PoN Academic Staff Computer Labs Board Rooms Auditorium Buildings Auditorium Buildings Administrative Offices Board Rooms SRC Board Room Lecture Rooms Lecture Rooms Seminar Rooms Regional Centers Computer Labs Lecture Rooms Figure 5 Venue Support The detail for the services provided in terms of venue support for Figure 5 above is provided in the subsections following PC Support Division Page 31 of 38

32 5.4.1 Computer Labs Users are provided with ICT equipment support access in controlled computer labs. Student access to computer labs is only available under the supervision of Academic Staff. Students, Academic Staff Main Campus in Windhoek including regional centers, excluding library Delivery Channels ICT equipment is provided for fixed use in computer labs. Service Hours Weekly (Monday to Friday) 07:30 21:30 Service Support Support is provided hands-on and remotely. User Necessities Students: Domain accounts and Student cards Academic Staff: Domain accounts and Academic Service Initiation Students: Log a Service Request Call via lab technicians. Academic staff: Log a call Service Request Call via helpdesk or lab technicians. Table 41 Computer Labs Auditorium Buildings Users are provided with support to ICT equipment housed in the auditorium buildings. Access is controlled, but the auditorium buildings need to be booked for access from the Registrar s Office. Students, Academic Staff Windhoek Campus Delivery Channels ICT equipment in Auditorium buildings are placed at fixed positions. Service Hours Weekly Monday Thursday 07:30 21:30 Friday 07:30 16:30 Service Support Support is provided hands-on. User Necessities Students: Student cards Academic Staff: Domain Accounts, Staff Cards Service Initiation Students: Log a Service Request Call via lab technicians. Academic staff: Log a call Service Request Call via helpdesk or PC Support Staff. Table 42 Auditorium Buildings PC Support Division Page 32 of 38

33 5.4.3 SRC Boardroom Users are provided with ICT equipment support in the SRC Boardroom. Access to the boardroom is controlled, but the boardroom needs to be booked for access. Students Windhoek Campus Delivery Channels ICT equipment in the SRC Boardroom is placed at fixed positions. Service Hours Weekly Monday - Friday 07:30 16:30 Service Support Support is provided hands-on. User Necessities Student cards Service Initiation Log a Service Request Call via PC Support staff. Table 43 SRC Boardroom Lecture rooms Users are provided with ICT equipment support in the lecture rooms. The access to the lecture rooms is not controlled. Students, Academic Staff Main Campus in Windhoek (Lecture Building) Delivery Channels ICT equipment in the lecture rooms are placed at fixed positions. Service Hours 07:30 21:30 Service Support Support is provided hands-on. User Necessities Student and Staff cards Service Initiation Log a Service Request via PC Support staff. Table 44 Lecture Rooms Boardrooms Users are provided with ICT equipment support in the boardrooms. The access to boardrooms is controlled, but these need to be booked for access. Students, Academic Staff Main Campus in Windhoek Delivery Channels ICT equipment in the Boardrooms are provided for fixed use. Service Hours Weekly Monday Friday 07:30 16:30 Service Support Support is provided hands-on. User Necessities Student cards and Staff Cards Service Initiation Log a Service Request via PC Support staff. Table 45 Boardrooms PC Support Division Page 33 of 38

34 5.4.6 Administrative offices Users are provided with ICT equipment support in their administrative offices (productivity venues). Access to the administrative offices is only granted to specified individuals. Academic and Administrative Staff Across the entire institution Delivery Channels ICT equipment in administrative offices are provided for productivity are fixed positions. At request, ICT equipment can be provided for use in temporary offices e.g. registration process. Service Hours 07:30 16:30 Service Support Support is provided hands-on and remotely. User Necessities Academic Staff cards Service Initiation Log a Service Request Call via PC Support staff. Table 46 Administrative Offices Seminar rooms Users are provided with support to ICT equipment in seminar rooms. The access to the rooms is controlled, and these need to be booked for access. Academic and Administrative Staff Main Campus in Windhoek Delivery Channels ICT equipment in the seminar rooms are available for fixed use. Service Hours Weekly Monday Friday 07:30 16:30 Service Support Support is provided hands-on. User Necessities Academic and Administrative Staff Cards Service Initiation Log a Service Request via PC Support staff. Table 47 Seminar rooms PC Support Division Page 34 of 38

35 5.5 Information The PC Support division provides information to users and staff. The information pertains to the support provided by the division, and general information which is more related to the institution. The provision of information across the institution is depicted in Figure 6 below. PC Support Division Information PC SUPPPORT DIVISION PoN Students PoN Administrative Staff PoN Academic Staff Support Information Support Information Support Information General Information General Information General Information Figure 6 Information The detail for the informational services provided as indicated in Figure 6 above is provided in the subsections following. PC Support Division Page 35 of 38

36 5.5.1 Support information Users are provided with support information on all the services provided by the division. The information extends to procurement, technology and compliance advisory services. Students, Academic Staff, Administrative Staff Entire Campus Delivery Channels Support information is provided from the Helpdesk and from PC Support staff. Service Hours Weekly Support Monday Friday 07:30 16:30 Weekend Hours - Library Saturday between 08:00 13:00, Sunday between 14:00 20:00 Weekly Library Hours 07:30 21:30 Service Support Information is provided personally, telephonically and through . User Necessities None Service Initiation Log a Service Request via Helpdesk or via PC Support Staff. Table 48 Support Information General information Users are provided with general information on all the services provided by the division and the overarching institution. The information extends to the various divisions, departments, centers and venues of the institution. Students, Academic Staff, Administrative Staff Entire Campus Delivery Channels Support information is provided from the Helpdesk and from PC Support staff. Service Hours Weekly Support Monday Friday 07:30 16:30 Weekend Hours - Library Saturday between 08:00 13:00, Sunday between 14:00 20:00 Weekly Library Hours 07:30 21:30 Service Support Information is provided personally, telephonically and through . User Necessities None Service Initiation Log a Service Request via Helpdesk or via PC Support Staff. Table 49 General Information PC Support Division Page 36 of 38

37 5.6 Escalations The PC Support division also directs users, and staff who require services to the appropriate service provider, department or individual. This is defined as an escalation, which can be either internal or external. An internal escalation is described as referring a customer to an individual or group of individuals within the PC Support Division. Conversely, an external escalation means a customer is referred to a group of individuals, a service provider, department or division that form part of entities outside the PC Support Division. Figure 7 below depicts the overview of escalations. PC Support Division Escalations PC SUPPPORT DIVISION PoN Students PoN Administrative Staff PoN Academic Staff Internal Escalations Internal Escalations Internal Escalations External Escalations External Escalations External Escalations Figure 7 Escalations The detail for the escalations as indicated in Figure 7 above is provided in the subsections following. PC Support Division Page 37 of 38

38 5.6.1 Internal Users are escalated internally to support staff for support. The point of reference remains constant for the duration of the escalation. Students, Academic Staff, Administrative Staff Entire Campus Delivery Channels Escalations are provided by the PC Support staff. Service Hours Weekly Support Monday Friday 07:30 16:30 Weekend Hours - Library Saturday between 08:00 13:00, Sunday between 14:00 20:00 Weekly Library Hours 07:30 21:30 Service Support Escalations are provided personally, telephonically and through . User Necessities None Service Initiation An escalation Service Request is via Helpdesk or via PC Support Staff. Table 50 Internal Escalation External Users are escalated externally to support staff or service providers for support. The point of reference remains constant for the duration of the escalation. Students, Academic Staff, Administrative Staff Entire Campus Delivery Channels Escalations are provided by the PC Support staff. Service Hours Weekly Support Monday Friday 07:30 16:30 Weekend Hours - Library Saturday between 08:00 13:00, Sunday between 14:00 20:00 Weekly Library Hours 07:30 21:30 Service Support Escalations are provided personally, telephonically and through . The user will be notified upon escalation. User Necessities None Service Initiation An escalation Service Request is via Helpdesk or via PC Support Staff. Table 51 External Escalation PC Support Division Page 38 of 38