PC Support Division Service Catalog - nust.na · 5.1.23 EPI Info ... Table 20 Adobe Creative Cloud ... the services provides by the PC Support Division is depicted in Figure 1 below

PC Support Division

Service Catalog

Support Number:

Email:

PC Support Division Page 2 of 38

Table of Contents

1 Definitions ........................................................................................................................... 6

2 Revision Control.................................................................................................................. 7

3 Catalog definition ................................................................................................................ 7

4 Overview ............................................................................................................................. 8

5 PC Support Live Services ................................................................................................... 9

5.1 Software Access and Support ...................................................................................... 9

5.1.1 Standard Campus Software .................................................................................10

5.1.2 Papercut ..............................................................................................................11

5.1.3 Student Web Email Access ..................................................................................11

5.1.4 E-Views ...............................................................................................................12

5.1.5 STATA .................................................................................................................12

5.1.6 Electrical Software ...............................................................................................13

5.1.7 Mining Software ...................................................................................................13

5.1.8 Mathematical Software ........................................................................................14

5.1.9 Typing Instructor ..................................................................................................14

5.1.10 Inkeeper ...............................................................................................................15

5.1.11 User lock ..............................................................................................................15

5.1.12 Freedom Toaster .................................................................................................15

5.1.13 N-Computing........................................................................................................16

5.1.14 Architectural Software ..........................................................................................16

5.1.15 Civil Software .......................................................................................................17

5.1.16 Mechanical Software ............................................................................................17

5.1.17 Adobe Creative Cloud ..........................................................................................18

5.1.18 3D Modeling Software ..........................................................................................18

5.1.19 Pastel ..................................................................................................................19

5.1.20 Jaws ....................................................................................................................19

5.1.21 SMART Software .................................................................................................19

5.1.22 Celcat ..................................................................................................................20

5.1.23 EPI Info ................................................................................................................20

5.1.24 SPSS ...................................................................................................................20

5.1.25 Mortpak ................................................................................................................21

5.1.26 Land Management Software ................................................................................21


5.1.27 CED Software ......................................................................................................22

5.2 Computer Access and Support ...................................................................................23

5.2.1 Desktop computers ..............................................................................................24

5.2.2 Laptops ................................................................................................................24

5.2.3 Terminals .............................................................................................................25

5.3 Device Access and Support ........................................................................................26

5.3.1 Printers ................................................................................................................27

5.3.2 Audio Visual .........................................................................................................27

5.3.3 Scanners .............................................................................................................28

5.3.4 Barcode Readers .................................................................................................28

5.3.5 Mobile devices .....................................................................................................29

5.3.6 SMART Boards ....................................................................................................29

5.3.7 Sympodiums ........................................................................................................30

5.4 Venue Access and Support .........................................................................................31

5.4.1 Computer Labs ....................................................................................................32

5.4.2 Auditorium Buildings ............................................................................................32

5.4.3 SRC Boardroom ..................................................................................................33

5.4.4 Lecture rooms ......................................................................................................33

5.4.5 Boardrooms .........................................................................................................33

5.4.6 Administrative offices ...........................................................................................34

5.4.7 Seminar rooms ....................................................................................................34

5.5 Information ..................................................................................................................35

5.5.1 Support information..............................................................................................36

5.5.2 General information .............................................................................................36

5.6 Escalations .................................................................................................................37

5.6.1 Internal.................................................................................................................38

5.6.2 External ...............................................................................................................38


List of Tables

Table 1 Definitions and Terms ................................................................................................................. 6

Table 2 Revision History ........................................................................................................................... 7

Table 3 Service Catalog Definition .......................................................................................................... 7

Table 4 Standard Campus Software ..................................................................................................... 10

Table 5 Papercut ...................................................................................................................................... 11

Table 6 Student Web Email Access ...................................................................................................... 11

Table 7 E-View ......................................................................................................................................... 12

Table 8 STATA ......................................................................................................................................... 12

Table 9 Electrical Software ..................................................................................................................... 13

Table 10 Mining Software ....................................................................................................................... 13

Table 11 Mathematical Software ........................................................................................................... 14

Table 12 Typing Instructor ...................................................................................................................... 14

Table 13 Inkeeper .................................................................................................................................... 15

Table 14 User Lock .................................................................................................................................. 15

Table 15 Freedom Toaster ..................................................................................................................... 15

Table 16 N-Computing ............................................................................................................................ 16

Table 17 Architectural Software ............................................................................................................. 16

Table 18 Civil Software ........................................................................................................................... 17

Table 19 Mechanical Engineering ......................................................................................................... 17

Table 20 Adobe Creative Cloud ............................................................................................................. 18

Table 21 3D Modelling Software ............................................................................................................ 18

Table 22 Pastel ......................................................................................................................................... 19

Table 23 Jaws ........................................................................................................................................... 19

Table 24 SMART Software ..................................................................................................................... 19

Table 25 Celcat......................................................................................................................................... 20

Table 26 EPI Info ...................................................................................................................................... 20

Table 27 SPSS ......................................................................................................................................... 20

Table 28 Mortpak ..................................................................................................................................... 21

Table 29 Land Management Software .................................................................................................. 21

Table 30 CED Software ........................................................................................................................... 22

Table 31 Desktop Computers ................................................................................................................. 24

Table 32 Laptops ...................................................................................................................................... 24

Table 33 Terminals .................................................................................................................................. 25

Table 34 Printers ...................................................................................................................................... 27

Table 35 Audio Visual .............................................................................................................................. 27

Table 36 Scanners ................................................................................................................................... 28

Table 37 Barcode Readers ..................................................................................................................... 28

Table 38 Mobile Devices ......................................................................................................................... 29

Table 39 SMART Boards ........................................................................................................................ 29

Table 40 Sympodiums ............................................................................................................................. 30

Table 41 Computer Labs ......................................................................................................................... 32

Table 42 Auditorium Buildings ............................................................................................................... 32

Table 43 SRC Boardroom ....................................................................................................................... 33


Table 44 Lecture Rooms ......................................................................................................................... 33

Table 45 Boardrooms .............................................................................................................................. 33

Table 46 Administrative Offices ............................................................................................................. 34

Table 47 Seminar rooms ......................................................................................................................... 34

Table 48 Support Information ................................................................................................................. 36

Table 49 General Information ................................................................................................................. 36

Table 50 Internal Escalation ................................................................................................................... 38

Table 51 External Escalation .................................................................................................................. 38

List of Figures

Figure 1 PC Support Services .................................................................................................................. 8

Figure 2 Software Access and Support .................................................................................................. 9

Figure 3 Computer Access and Support .............................................................................................. 23

Figure 4 Device Access and Support .................................................................................................... 26

Figure 5 Venue Access and Support .................................................................................................... 31

Figure 6 Information ................................................................................................................................. 35

Figure 7 Escalations ................................................................................................................................ 37


1 Definitions

Term / Abbreviation Definition

CED Centre for Enterprise Development

DICT Department of Information and Communication Technology

EPI Info Epidemiology statistical software

IT Information Technology

MS Microsoft

PC Personal computer

NUST Namibia University of Science and Technology

PSPICE Personal Simulation Program with Integrated Circuit Emphasis

SCI School of Computing and Informatics

SPSS Statistical Package for Social Science

Table 1 Definitions and Terms


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 3. All the live services offered by PC Support

Division will be described based on the structure.

Specific Description

Service Description Defines the general characteristics of the service.

Delivery Scope Defines the scope to which the service is provided.

Delivery Areas Defines the specific areas or centers where the service is provided.

Delivery Channels Defines the methods by which the services is delivered.

Service Hours Defines the hours during which the service can be used.

Service Support Defines the method of by which the service is supported.

User Necessities Defines the necessities users should have to access the service.

Service Initiation Defines how request for the service is initiated.

Table 3 Service Catalog Definition


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 NUST. An overview of

the services provides by the PC Support Division is depicted in Figure 1 below.

PC SUPPPORT DIVISION

DICT

PC Support Division

NUST StudentsNUST Administrative

StaffNUST Academic Staff

Software

Access and

Support

Computer

Access and

Support

Venue

Support

Device

Access and

Support

Venue

Support

Software

Access and

Support

Computer

Access and

Support

Venue

Support

Device

Access and

Support

Information

Software

Access and

Support

Device

Access and

Support

Information Information

EscalationsEscalations Escalations

Computer

Access and

Support

Figure 1 PC Support Services

The sections following provide details of the services provided across the institution by the PC Support Division.


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


Staff

NUST Academic

Staff

Standard

Campus

Software

Standard

Campus

Software

Papercut

Student

Web Email

Access

Userlock

Freedom

Toaster

N

Computing

E-View Architectural

Software

Electrical

Software

Civil

Software

Mining

Software

Mechanical

Software

Mathematical

Software

Adobe

Creative

Cloud

Typing

Instructor

3D

Modelling

Software

Inkeeper Pastel

Jaws

Adobe

Creative

Cloud

Standard

Campus

Software

SMART

Software

Engineering

Software

Celcat

Land

Management

Software

CED

Software

STATA

STATA

Mortpak

SPSS

EPI Info

Figure 2 Software Access and Support

The detail for each of the software listed in Figure 2 is provided in the subsections following.


5.1.1 Standard Campus Software


Definition 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)

Delivery Scope All of the software listed above (excluding Celcat which is provided to Academic and Administrative Staff only) is provided to all users.

Delivery Areas Across the entire institution, including regional centers.

Delivery Channels These applications are provided for use upon installation and setup of user devices owned by the institution. Support is provided on demand – as required.

Service Hours 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 SCI Staff from 07:30 up to 21:30

Service Support Support is provided remotely, and hands-on.

User Necessities All users require an active User domain account

Service Initiation All Staff: Log a Service Request call via Help desk, email or telephone Students: need to Log a Service Request call via Academic or Administrative Staff.

Table 4 Standard Campus Software


5.1.2 Papercut


Definition 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.

Delivery Scope Students only

Delivery Areas 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.

Service Hours Weekly (Monday to Friday) between 07:30 – 16:30 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

5.1.3 Student Web Email Access


Definition This feature allows students with access to email services. Students at the institution are provided with an email address.


Delivery Areas Entire campus including all of the regional centers.

Delivery Channels Web email access is available to students with access to a device, with a web browser installed.

Service Hours Weekly (Monday to Friday) between 07:30 – 16:30 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, NUST 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 Email Access


5.1.4

5.1.5

5.1.6 E-Views


Definition This software is used for statistical purposes, such as estimations, forecasting and analysis.


Delivery Areas Library at the Windhoek Campus

Delivery Channels E-view is installed on computers in the Library only.

Service Hours Weekend hours Saturday between 08:00 – 13:00, Sunday between 14:00 – 20:00 Weekly hours Monday – Friday between 08:00 – 21:30

Service Support Support is provided hands-on, and remotely.

User Necessities User Domain Accounts, Student cards

Service Initiation Log a Service Request call via PC Support staff in the Library. Table 7 E-View

5.1.7 STATA


Definition 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).

Delivery Scope Students and Academic Staff

Delivery Areas Library at Windhoek Campus, and Business Lab

Delivery Channels STATA is installed on computers in the Library in the Business Lab.

Service Hours Weekly (Monday to Friday) between 07:30 – 16:30 Library Weekly Support 07:30 – 21:30 Library Weekend Support on Saturday between 08:00 – 13:00, Sunday between 14:00 – 20:00


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


5.1.8 Electrical Software


Definition 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


Delivery Areas Engineering Campus at Windhoek

Delivery Channels The software is installed on computers in the designated buildings upon setup.

Service Hours Weekly (Monday to Friday) between 07:30 – 16:30


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

5.1.9 Mining Software


Definition This software is used for mining engineering practices and processing. The software includes:

Surpak

JKSimNet

Prokon








Table 10 Mining Software


5.1.10 Mathematical Software


Definition This software is used for mathematical practices and processing. The software includes:

Mathtype

MatLab


Delivery Areas Engineering Campus, Health Science buildings at Windhoek





Service Initiation Log a Service Request call to PC Support Division in the Engineering and Health Sciences building.

Table 11 Mathematical Software

5.1.11 Typing Instructor


Definition This software is used for training users to improve on typing skills.


Delivery Areas Science and Technology Building in Windhoek

Delivery Channels The software is installed on computers in the designated building upon setup.



User Necessities Student Cards

Service Initiation Log a Service Request call to PC Support Division or through Academic Staff.

Table 12 Typing Instructor


5.1.12 Inkeeper


Definition Users are provided with this software is used for training purposes.

Delivery Scope Administrative staff and Students

Delivery Areas Aloe Hotel School and Daniels and Kleines Heim Guest house

Delivery Channels The software is installed on computers in the designated buildings upon setup



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

5.1.13 User lock


Definition 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.


Delivery Areas 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


User Necessities Student Cards, Domain Accounts


Table 14 User Lock

5.1.14 Freedom Toaster


Definition This software is used for the burning of operating system images onto media.



Delivery Channels The software is installed on computers in the Library.





Table 15 Freedom Toaster


5.1.15 N-Computing


Definition This software is used to manage the access of computer resources through virtualisation.



Delivery Channels The software and devices are installed on computers in the Library.

Service Hours Weekend hours Saturday between 08:00 – 13:00, Sunday between 14:00 – 20:00 Weekly hours Monday – Friday between 08:00 – 21:30


User Necessities Student Cards, Domain Cards


Table 16 N-Computing

5.1.16 Architectural Software


Definition This software is used for architectural practices and processing. The software includes:

Caddie

ArchiCad

Autodesk

Adobe CS6

Delivery Scope Students and Academic staff







Table 17 Architectural Software


5.1.17 Civil Software


Definition This software is used for Civil Engineering. The software includes:

Prokon

Autocad

Watercad

Delivery Scope Students, Academic Staff





User Necessities Students: Student Cards, Domain account Academic Staff: Academic Staff Cards, Domain account.


Table 18 Civil Software

5.1.18 Mechanical Software


Definition This software is used for Mechanical Engineering. The software includes:

Autocad

Delivery Scope Students and Academic staff





User Necessities Students: Student Cards, Domain account Academic Staff: Academic Staff Cards, Domain account.


Table 19 Mechanical Engineering


5.1.19 Adobe Creative Cloud


Definition 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

Delivery Scope Students and Administrative Staff

Delivery Areas Engineering Campus at Windhoek, and Main Campus






Table 20 Adobe Creative Cloud

5.1.20 3D Modeling Software


Definition This software is used for creating and modelling 3-D images.


Delivery Areas NBII Building at Windhoek






Table 21 3D Modelling Software


5.1.21 Pastel


Definition This software consists of packages used for accounting purposes.


Delivery Areas Main Campus at Windhoek

Delivery Channels The software is installed in only of the computer labs.





Table 22 Pastel

5.1.22 Jaws


Definition This software is used to read text that is displayed on a screen to visually impaired users.

Delivery Scope Administrative Staff only


Delivery Channels The software is installed on one of the computers in the designated building.



User Necessities Administrative staff Cards


Table 23 Jaws

5.1.23 SMART Software


Definition This software is used for teaching purposes. The software is also used to manage a variety of teaching aid devices.

Delivery Scope Academic and Administrative Staff

Delivery Areas Throughout the institution where lectures are given.

Delivery Channels The software is preinstalled with the installation of the teaching aid devices.

Service Hours Weekly (Monday to Friday) between 07:30 – 16:30 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


5.1.24 Celcat


Definition Users are provided with this software to develop lecture timetables.


Delivery Areas 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 email.

Table 25 Celcat

5.1.25 EPI Info


Definition Users are provided with this software for statistical processing of epidemiology.

Delivery Scope Students

Delivery Areas School of Health and Applied Sciences

Delivery Channels The software is provided for use on request.




Service Initiation Log a call Service Request call via lab technicians

Table 26 EPI Info

5.1.26 SPSS


Definition Users are provided with this software for predictive and analytics.








Table 27 SPSS


5.1.27 Mortpak


Definition Users are provided with this software for demographic measurement purposes.








Table 28 Mortpak

5.1.28 Land Management Software


Definition 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


Delivery Areas 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


Service Initiation Log a Service Request call to lab technicians

Table 29 Land Management Software


5.1.29 CED Software


Definition 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

Delivery Scope Academic Staff

Delivery Areas At the Main Campus

Delivery Channels The software is installed on devices in the center upon setup.



User Necessities Domain Accounts

Service Initiation Log a Service Request call to PC Support Staff, or lab technicians.

Table 30 CED Software


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


Staff

NUST Academic

Staff

Desktop

Computers

Desktop

Computers

Laptops

Terminals

Laptops

Desktop

Computers

Laptops

Figure 3 Computer Access and Support

The detail for each of the software listed in Figure 3 is provided in the subsections following


5.2.1 Desktop computers


Definition Users are provided with access to desktop computers. Students are provided with access to computers in labs.

Delivery Scope Students, Administrative Staff (Academic Staff – motivation needed)

Delivery Areas 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


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

5.2.2 Laptops


Definition Users are provided with access to laptops with a motivation needed for exception (for administrative staff).

Delivery Scope Academic staff, Administrative Staff (motivation needed)


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


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


5.2.3 Terminals


Definition Users are provided with access to computer resources, via terminals.



Delivery Channels Terminals are only provided for use in fixed positions.

Service Hours Weekend Hours - Library Saturday between 08:00 – 13:00, Sunday between 14:00 – 20:00 Weekly Library Hours – 07:30 – 21:30


User Necessities Student Cards, Domain accounts

Service Initiation Log a Service Request call via PC Support staff in Library.

Table 33 Terminals


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


Staff

NUST Academic

Staff

PrintersPrinters

Audio

Visual

Scanners

Printers

Smart

boards

Barcode

Readers

SympodiumsMobile

Devices

Mobile

Devices

Audio

Visual

Mobile

Devices

Audio

Visual

Scanners

Figure 4 Device Access and Support

The detail for the devices listed in Figure 4 above is provided in the subsections following


5.3.1 Printers


Definition 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.

Delivery Scope Student, Academic Staff, and Administrative Staff.

Delivery Areas 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


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

5.3.2 Audio Visual


Definition Users are provided with access to audio visual equipment in labs, teaching venues and conference centers.

Delivery Scope Academic Staff, Administrative Staff and Students

Delivery Areas Entire campus including regional centers

Delivery Channels Audio Visual equipment are placed in fixed positions.


Service Support Support is provided hands-on and remotely.

User Necessities Students: Student Cards

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 35 Audio Visual


5.3.3 Scanners


Definition Users are provided with access to use scanning devices. Access provision is based on motivation for use.

Delivery Scope Academic and Admin staff

Delivery Areas 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

5.3.4 Barcode Readers


Definition Users are provided with access to hand-held scanning barcode readers.

Delivery Scope Administrative staff only

Delivery Areas Library at Windhoek Campus

Delivery Channels Barcode Readers are provided for use in fixed positions.


Service Support Support is provided hands-on and telephonically.

User Necessities Administrative Staff cards.

Service Initiation Need to Log a Service Request call via helpdesk or PC Support Staff in library.

Table 37 Barcode Readers


5.3.5 Mobile devices


Definition Users are entitled to access their emails and network resources from mobile devices. Support is provided to enable access from the mobile devices.

Delivery Scope Academic Staff, Administrative Staff, and Students

Delivery Areas Library at Windhoek Campus

Delivery Channels Access is enabled, and support provided in the Library.



User Necessities Students: Domain Accounts, Student Cards\ Academic Staff: Domain Accounts, Academic Cards Administrative Staff: Domain Accounts, Administrative Cards

Service Initiation 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.

Table 38 Mobile Devices

5.3.6 SMART Boards


Definition Users are provided with access to smart boards for use.


Delivery Areas 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


User Necessities Academic Cards

Service Initiation Log a Service Request call via helpdesk or lab technicians.

Table 39 SMART Boards


5.3.7 Sympodiums


Definition Users are provided with access to use sympodiums.



Delivery Channels Sympodiums are provided for use in fixed positions.

Service Hours 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


User Necessities Staff Cards

Service Initiation Log a Service Request Call via helpdesk or lab technicians.

Table 40 Sympodiums


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


Staff

NUST Academic

Staff

Board

Rooms

Computer

Labs

Auditorium

BuildingsAdministrative

Offices

Auditorium

Buildings

Lecture

Rooms

Board

Rooms

SRC Board

Room

Lecture

Rooms

Regional

Centers

Seminar

Rooms

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


5.4.1 Computer Labs


Definition 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.


Delivery Areas 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


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

5.4.2 Auditorium Buildings


Definition 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.


Delivery Areas 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


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


5.4.3 SRC Boardroom


Definition 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.


Delivery Areas Windhoek Campus

Delivery Channels ICT equipment in the SRC Boardroom is placed at fixed positions.

Service Hours Weekly Monday - Friday 07:30 – 16:30


User Necessities Student cards

Service Initiation Log a Service Request Call via PC Support staff.

Table 43 SRC Boardroom

5.4.4 Lecture rooms


Definition Users are provided with ICT equipment support in the lecture rooms. The access to the lecture rooms is not controlled.


Delivery Areas 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


User Necessities Student and Staff cards

Service Initiation Log a Service Request via PC Support staff.

Table 44 Lecture Rooms

5.4.5 Boardrooms


Definition Users are provided with ICT equipment support in the boardrooms. The access to boardrooms is controlled, but these need to be booked for access.


Delivery Areas 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


User Necessities Student cards and Staff Cards


Table 45 Boardrooms


5.4.6 Administrative offices


Definition Users are provided with ICT equipment support in their administrative offices (productivity venues). Access to the administrative offices is only granted to specified individuals.



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


User Necessities Academic Staff cards

Service Initiation Log a Service Request Call via PC Support staff.

Table 46 Administrative Offices

5.4.7 Seminar rooms


Definition 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.


Delivery Areas 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


User Necessities Academic and Administrative Staff Cards


Table 47 Seminar rooms


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


Staff

NUST Academic

Staff

Support

Information

General

Information

Support

Information

General

Information

Support

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.


5.5.1 Support information


Definition Users are provided with support information on all the services provided by the division. The information extends to procurement, technology and compliance advisory services.

Delivery Scope Students, Academic Staff, Administrative Staff

Delivery Areas Entire Campus

Delivery Channels Support information is provided from the Helpdesk and from PC Support staff.


Service Support Information is provided personally, telephonically and through email.

User Necessities None

Service Initiation Log a Service Request via Helpdesk or via PC Support Staff.

Table 48 Support Information

5.5.2 General information


Definition 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.



Delivery Channels Support information is provided from the Helpdesk and from PC Support staff.


Service Support Information is provided personally, telephonically and through email.


Service Initiation Log a Service Request via Helpdesk or via PC Support Staff.

Table 49 General Information


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


Staff

NUST Academic

Staff

Internal

Escalations

External

Escalations

Internal

Escalations

External

Escalations

Internal

Escalations

External

Escalations

Figure 7 Escalations

The detail for the escalations as indicated in Figure 7 above is provided in the subsections

following.


5.6.1 Internal


Definition Users are escalated internally to support staff for support. The point of reference remains constant for the duration of the escalation.



Delivery Channels Escalations are provided by the PC Support staff.


Service Support Escalations are provided personally, telephonically and through email.


Service Initiation An escalation Service Request is via Helpdesk or via PC Support Staff.

Table 50 Internal Escalation

5.6.2 External


Definition Users are escalated externally to support staff or service providers for support. The point of reference remains constant for the duration of the escalation.



Delivery Channels Escalations are provided by the PC Support staff.


Service Support Escalations are provided personally, telephonically and through email. The user will be notified upon escalation.


Service Initiation An escalation Service Request is via Helpdesk or via PC Support Staff.

Table 51 External Escalation

Documents

PC Support Division Service Catalog - nust.na · 5.1.23 EPI Info ... Table 20 Adobe Creative Cloud ... the services provides by the PC Support Division is depicted in Figure 1 below