PC Support Division Service Catalog
Support Number: Email:
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
PC Support Division Page 2 of 38 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
PC Support Division Page 3 of 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
PC Support Division Page 4 of 38 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
PC Support Division Page 5 of 38 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
PC Support Division Page 6 of 38 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
PC Support Division Page 7 of 38 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 Administrative NUST Students NUST Academic Staff Staff
Software Software Software Access and Access and Access and Support Support Support
Computer Computer Computer Access and Access and Access and Support Support Support
Venue Venue Venue Support Support Support
Device Device Device Access and Access and Access and Support Support 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 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 SUPPPORT DIVISION
PC Support Division Software Access and Support
NUST Administrative NUST Academic NUST Students Staff Staff
Standard Standard Standard SPSS Campus Userlock Campus Campus Software Software Software
Freedom SMART EPI Info Papercut Jaws Toaster Software
Student Adobe N Engineering Mortpak Web Email Creative Computing Software Access Cloud
Architectural CED E-View Celcat Software Software
Electrical Civil STATA Software Software
Mining Mechanical Software Software
Adobe Mathematical Software Creative Cloud
3D Typing Modelling Instructor Software
Inkeeper Pastel
Land Management STATA Software
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 5.1.1 Standard Campus Software Specific Description 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
PC Support Division Page 10 of 38 5.1.2 Papercut Specific Description 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 Specific Description Definition This feature allows students with access to email services. Students at the institution are provided with an email address. Delivery Scope Students only 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
PC Support Division Page 11 of 38 5.1.4 5.1.5 5.1.6 E-Views Specific Description Definition This software is used for statistical purposes, such as estimations, forecasting and analysis. Delivery Scope Students only 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 Specific Description 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 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 5.1.8 Electrical Software Specific Description 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 Scope Students and Academic Staff 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 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 5.1.9 Mining Software Specific Description Definition This software is used for mining engineering practices and processing. The software includes: Surpak JKSimNet Prokon Delivery Scope Students and Academic Staff 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 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 5.1.10 Mathematical Software Specific Description Definition This software is used for mathematical practices and processing. The software includes: Mathtype MatLab Delivery Scope Students and Academic Staff Delivery Areas Engineering Campus, Health Science buildings 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 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 5.1.11 Typing Instructor Specific Description Definition This software is used for training users to improve on typing skills. Delivery Scope Students only Delivery Areas Science and Technology Building in Windhoek Delivery Channels The software is installed on computers in the designated building upon setup. Service Hours Weekly (Monday to Friday) between 07:30 – 16:30 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 5.1.12 Inkeeper Specific Description 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 Service Hours Weekly (Monday to Friday) between 07:30 – 16:30 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 5.1.13 User lock Specific Description 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 Scope Students only 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 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 5.1.14 Freedom Toaster Specific Description Definition This software is used for the burning of operating system images onto media. Delivery Scope Students only 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 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 5.1.15 N-Computing Specific Description Definition This software is used to manage the access of computer resources through virtualisation. Delivery Scope Students only Delivery Areas Library in Windhoek 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 Service Support Support is provided remotely, and hands-on. User Necessities Student Cards, Domain Cards Service Initiation Log a Service Request call to PC Support Division or through Academic Staff. Table 16 N-Computing 5.1.16 Architectural Software Specific Description Definition This software is used for architectural practices and processing. The software includes: Caddie ArchiCad Autodesk Adobe CS6 Delivery Scope Students and Academic staff 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 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 5.1.17 Civil Software Specific Description Definition This software is used for Civil Engineering. The software includes: Prokon Autocad Watercad Delivery Scope Students, Academic Staff 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 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 5.1.18 Mechanical Software Specific Description Definition This software is used for Mechanical Engineering. The software includes: Autocad Delivery Scope Students and Academic staff 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 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
5.1.19 Adobe Creative Cloud Specific Description 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 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 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 5.1.20 3D Modeling Software Specific Description Definition This software is used for creating and modelling 3-D images. Delivery Scope Students only Delivery Areas NBII Building 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 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 5.1.21 Pastel Specific Description Definition This software consists of packages used for accounting purposes. Delivery Scope Students only Delivery Areas Main Campus at Windhoek Delivery Channels The software is installed in only of the computer labs. Service Hours Weekly (Monday to Friday) between 07:30 – 16:30 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 5.1.22 Jaws Specific Description Definition This software is used to read text that is displayed on a screen to visually impaired users. Delivery Scope Administrative Staff only Delivery Areas Engineering Campus at Windhoek Delivery Channels The software is installed on one of the computers in the designated building. Service Hours Weekly (Monday to Friday) between 07:30 – 16:30 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 5.1.23 SMART Software Specific Description 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
PC Support Division Page 19 of 38 5.1.24 Celcat Specific Description Definition Users are provided with this software to develop lecture timetables. Delivery Scope Academic and Administrative Staff Delivery Areas At the Main Campus, Satellite Campuses Delivery Channels The software is installed as part of Standard Campus Software. Service Hours Weekly (Monday to Friday) between 07:30 – 16:30 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 Specific Description 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 Hours Weekly (Monday to Friday) between 07:30 – 16:30 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 5.1.26 SPSS Specific Description Definition Users are provided with this software for predictive and analytics. Delivery Scope Students Delivery Areas School of Health and Applied Sciences Delivery Channels The software is provided for use on request. Service Hours Weekly (Monday to Friday) between 07:30 – 16:30 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 5.1.27 Mortpak Specific Description Definition Users are provided with this software for demographic measurement purposes. Delivery Scope Students Delivery Areas School of Health and Applied Sciences Delivery Channels The software is provided for use on request. Service Hours Weekly (Monday to Friday) between 07:30 – 16:30 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 5.1.28 Land Management Software Specific Description 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 Scope Students only Delivery Areas At the Main Campus Delivery Channels The software is installed upon device setup and upon demand. Service Hours Weekly (Monday to Friday) between 07:30 – 16:30 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 5.1.29 CED Software Specific Description 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. Service Hours Weekly (Monday to Friday) between 07:30 – 16:30 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 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 SUPPPORT DIVISION
PC Support Division Computer Access and Support
NUST Administrative NUST Academic NUST Students Staff Staff
Desktop Desktop Desktop Computers Computers 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
5.2.1 Desktop computers Specific Description 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 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 5.2.2 Laptops Specific Description 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 Areas 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 5.2.3 Terminals Specific Description Definition Users are provided with access to computer resources, via terminals. Delivery Scope Students only Delivery Areas Library at the Windhoek Campus 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 Service Support Support is provided hands-on, and remotely. User Necessities Student Cards, Domain accounts Service Initiation Log a Service Request call via PC Support staff in Library. Table 33 Terminals
PC Support Division Page 25 of 38 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 SUPPPORT DIVISION
PC Support Division Device Access and Support
NUST Administrative NUST Academic NUST Students Staff Staff
Printers Printers Printers
Audio Audio Audio Visual Visual Visual
Mobile Scanners Scanners Devices
Barcode Smart Readers boards
Mobile Sympodiums Devices
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 5.3.1 Printers Specific Description 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 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 5.3.2 Audio Visual Specific Description 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 Hours 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 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
PC Support Division Page 27 of 38 5.3.3 Scanners Specific Description 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 Specific Description 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 Hours 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 Administrative Staff cards. Service Initiation Need to Log a Service Request call via helpdesk or PC Support Staff in library. Table 37 Barcode Readers
PC Support Division Page 28 of 38 5.3.5 Mobile devices Specific Description 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. Service Hours 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 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 Specific Description Definition Users are provided with access to smart boards for use. Delivery Scope Academic Staff 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 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
5.3.7 Sympodiums Specific Description Definition Users are provided with access to use sympodiums. Delivery Scope Academic Staff Delivery Areas Library at the Windhoek Campus 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 Service Support Support is provided hands-on and telephonically. User Necessities Staff Cards Service Initiation Log a Service Request Call via helpdesk or lab technicians. Table 40 Sympodiums
PC Support Division Page 30 of 38 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 SUPPPORT DIVISION
PC Support Division Venue Support
NUST Administrative NUST Academic NUST Students Staff Staff
Computer Board Auditorium Labs Rooms Buildings
Auditorium Administrative Board Buildings Offices Rooms
SRC Board Lecture Room Rooms
Lecture Seminar Rooms Rooms
Regional Computer Centers 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 5.4.1 Computer Labs Specific Description 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 Scope Students, 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 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 5.4.2 Auditorium Buildings Specific Description 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 Scope Students, Academic Staff 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 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 5.4.3 SRC Boardroom Specific Description 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 Scope Students 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 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 5.4.4 Lecture rooms Specific Description Definition Users are provided with ICT equipment support in the lecture rooms. The access to the lecture rooms is not controlled. Delivery Scope Students, Academic Staff 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 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
5.4.5 Boardrooms Specific Description 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 Scope Students, Academic Staff 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 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
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5.4.6 Administrative offices Specific Description 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 Scope Academic and Administrative Staff Delivery Areas 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 5.4.7 Seminar rooms Specific Description 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 Scope Academic and Administrative Staff 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 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 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 SUPPPORT DIVISION
PC Support Division Information
NUST Administrative NUST Academic NUST Students Staff Staff
Support Support Support Information Information Information
General General General Information Information 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 5.5.1 Support information Specific Description 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 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 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 Specific Description 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 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 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 email. 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 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 SUPPPORT DIVISION
PC Support Division Escalations
NUST Administrative NUST Academic NUST Students Staff Staff
Internal Internal Internal Escalations Escalations Escalations
External External External Escalations Escalations Escalations
Figure 7 Escalations
The detail for the escalations as indicated in Figure 7 above is provided in the subsections following.
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5.6.1 Internal Specific Description Definition Users are escalated internally to support staff for support. The point of reference remains constant for the duration of the escalation. Delivery Scope Students, Academic Staff, Administrative Staff Delivery Areas 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 email. User Necessities None Service Initiation An escalation Service Request is via Helpdesk or via PC Support Staff. Table 50 Internal Escalation 5.6.2 External Specific Description 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 Scope Students, Academic Staff, Administrative Staff Delivery Areas 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 email. 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
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