Information & Communication Technology Services (ICT)
The ICT Operations portfolio is responsible for the daily management and administration of all ICT related entities on all three campuses. This operation generally covers any communication device or application which encompasses computer and network hardware, software, telephony, as well as the various services and applications associated with them, such as videoconferencing and distance learning.
In adopting ITIL principles, ICT Operations aims to enable staff and students to achieve the high standards required to meet the challenges of the competitive world, and to pursue the strategic goals and objectives of the University Of Fort Hare.
Support for Staff & Students
Central to these objectives is the Service Desk which provides a single point of contact for all levels of computing and networking services available to UFH users.There are three “walk-in” Service Desks, one being in the Main Building in East London, one in the Great Hall in Alice and another in the Chemistry Building, also in Alice. The Service Desk can be contacted on the following numbers:
Tel: 040 602 2250 (Alice)
Tel: 040 608 5313 (Bisho)
Tel: 043 704 7010 (East london)
The email address is helpdesk@ufh.ac.za
The Service Desk aims to resolve 70% of all calls telephonically or by using Lync remote access software. Should this not be possible, your call will be escalated to a technician who will visit the user on site.
Standard working hours are 8:00 am to 4:30 pm Mondays to Fridays excluding public holidays.
ACCESS TO IT SERVICES This service provides students, staff and visitors with a unique username and password to access IT services for the duration of their time at the University. This includes advice on logging in, changing passwords and obtaining access to services |
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This service includes:
This service does not apply to:
DESKTOP & MOBILE COMPUTING This service provides support for hardware and other peripheral devices for the duration of the lifecycle of the device, provided the equipment is on the University’s asset register. The service is for staff, students and visitors This service includes:
This service is not available for:
ELECTRONIC MAIL This service provides individual and group email services and includes spam and virus filtering. The service is available for all staff and students.
This service includes:
INTERNET ACCESS This service provides all staff and students with Internet access and includes web filtering consistent with the University’s security policy. This service includes:
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ELECTRONIC FILE STORAGE
This service provides staff, students and groups with secure storage space for electronic data
This service includes:
- Provisioning of individual and group file storage with applicable quotas
- A process for creating group file storage and sharing by request
- A process of safely archiving all the University’s intellectual property
- Server based virus scanning
- Capacity and usage monitoring
REMOTE ACCESS & WIRELESS SERVICES
This service provides a secure wireless network on all three campuses and enables authorised users to connect to the university network from local and remote locations using VPN and EduRoam
This service includes:
- Advice on wireless configuration
- Provisioning of EduRoam access
- Troubleshooting and connectivity issues escalated from the Service Desk
- Managing wireless and authentication infrastructure across all campuses
- Support for student residences in Alice and East London
This service is not available to:
- Devices that do not comply with the standard operating environment of the University
- Unauthorised users who are not associated with the University
TELEPHONY SERVICES
This service provides telephone services for internal and external calls and supporting services such as voicemail
The service includes:
- Switchboard Services
- Infrastructure maintenance and upgrade
- Cabling to desks and wall points
- Procurement of hand sets
- Configuration of hand sets
- Changes to support movement of staff in the workplace
- Allocation of Security Pin numbers to all authorised users
- Changing and re-setting of telephone pin numbers when necessary
- A process assigning departmental budget allocations to individual users
- A process providing monthly departmental telephone costs
- Setting up Tele-Conferences on request
ENTERPRISE RESOURCE PLANNING SERVICES
This service provides access to ITS for staff and students through various portals, for the purpose of management and administration of all financial, academic and personnel data
The service includes:
- A process for creating new user accounts with the appropriate authorisation
- A process for modifying access options with the appropriate authorisation
- Keeping records of such changes
- Resolve user problems where possible or escalate to ITS if necessary
- Identify areas of training
- Ensure system maintenance processes occur regularly
- Notify users of downtime
TEACHING FACILITIES & STUDENT LABORATORIES
This service provides for the maintenance and upgrade of all technical equipment and ensures a standard operating environment for all teaching facilities and laboratories
The service includes:
- Creating and deploying standard laboratory images to all open access laboratories, teaching venues and some dedicated departmental laboratories
- Maintaining all hardware in these venues including data projectors, microphones, presentations systems, pc’s and or laptops
- Maintaining the network infrastructure in these venues
- Assisting UFH users and visitors with setting up equipment if necessary
This service does not include issues related to:
- Air conditioning
- Venue set up
- Provision of remote control devices or batteries
- Security of venues
- Booking of venues
VIDEO CONFERENCING
This service provides the technology which enables people in two or more locations to communicate simultaneously via video and audio transmissions
The service includes:
- Maintenance of all units on the UFH campus
- Maintenance of the infrastructure supporting the units
- Installation of Microsoft Lync which enables real-time presence between any number of compatible devices
- Assistance with setting up video conference sessions if necessary
The service does not include:
- Booking of venues
- Setting up venues
WEB DEVELOPMENT SERVICES
Web Development Services
This service provides multifaceted functionality for everyday use on the WWW or intranet including SharePoint
The service includes:
- Configuration and maintenance of the Web Server
- Maintenance and updating the UFH internet and intranet sites
- Ensuring the security of the site
- Managing access and security to Share Point services
This service does not include:
- Content development
- Graphic and Web design
SERVICE DESK
This service provides a single point of contact for all queries, incident requests or problems relating to Information, Communication and Technology
The service includes:
- Logging and prioritising all requests made via telephone, email or personally
- Assigning the requests to the appropriate consultant
- Escalating service or incident requests when necessary
- Liaising between consultant and user on status of request
- Liaising with third party suppliers
- Advising all users on the UFH domain of service disruptions
- Ensuring all software licensing is current
- Maintaining the departmental Service Catalogue
- Resetting of password or pin numbers for both staff and students
- Creating new user accounts for students
- Creating staff and students cards
- Configuring staff and student wireless access
NETWORKING SERVICES
This service provides for the maintenance, development and expansion of the university network on which all ICT services depend
The service includes:
- Maintenance and upgrade of all servers and services listed below:
- Authentication
- Directory Services
- Dynamic Host Configuration Protocol
- DNS
- Electronic Mail
- Network File System
- Web Hosting
- Simple Network Management Protocol
- Installation and Maintenance of all Wireless Access Points on all three campuses
- Network Design and Development
- SAN
- VMWare