ICT Support

As part of the Faculty’s transition to shared services, all future ICT support will be provided by a unified ICT team from Cumberland. The team will also be able to draw on resources from the central ICT team based at Camperdown.

From Monday, 12 May 2008 all IT faults and requests should be logged with the ICT Helpdesk by calling 16000.

The Helpdesk line hours:

Start time: 8 am Monday to Friday,
End time: 8 (Fridays) or 9 pm during semester
6 pm outside semester.

Calls to this number will be answered and logged in the central ICT logging system before being assigned to the Faculty’s dedicated support team located in B Block.

For cases where a physical visit of the ICT support officer is required, the user will be contacted within 1 hour of logging the call (during business hours, 9.00am – 5.00 pm Mon to Fri) to confirm an appointment.

How to log a call:

• Call the ICT Helpdesk 16000
• Let them know that you are calling from the Faculty of Health Sciences
• inform them of the asset number on the yellow sticker that is attached to your machine.

If you have a need to email detailed descriptions or instructions when logging a call, these should be sent to . However if your request is urgent it is always best to phone to ensure an immediate response.

For critical Learning and Teaching issues such as those that impact classes, please contact 19945. For classes impacted between 9.00 am and 5.00 pm during semester, a dedicated ICT Learning, Teaching and Research support officer will respond immediately.


The arrangements for obtaining support for Audio Visual equipment will remain unchanged.

The transition will be managed in 2 Phases:

Phase 1: Effective immediately

During this phase ICT support personnel will continue to provide support for the areas they were responsible for prior to the ICT reorganization if required.

Phase 2: Effective from 31 July 2008

All handover activities completed and all support provided by the ICT resources in line with the new roles and responsibilities

Please note that the process for ordering new IT equipment remains unchanged.

The service improvements that you can expect to see as a result of these process changes are:

• A single point of contact and the ability to speak to someone over the phone when you have an issue
• Resolution of more simple issues over the phone to reduce wait times
• Reference number provided for all faults and requests so you can request a progress update at any time (further modifications may be made to the system later in the year that will allow you to view the status of your requests online)
• All calls will be prioritised based on urgency and impact to ensure the most critical issues receive immediate attention (Urgency: partial/complete loss of business critical/non business critical system, Impact: number of users affected)
• More effective job allocation and work prioritisation of Faculty ICT incidents and service requests
• Ability to measure the call acknowledgement and resolution times and report on the level of service provided
• Ability to better monitor trends and increases in workload and resize the team accordingly
• Opportunity to assign calls to other technical teams within ICT shared services if additional technical expertise is required

Please contact Christo Willemse () if you require additional information or if you have any questions.