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Information & Communication Technology Services

Information and Communication Technology Services (ICTS) is a support organisation that helps staff and students to use information and communication technologies to enhance their work

ICTS offers different services and support for staff and students.

Support for Staff

UCT staff and postgraduate students are supported by the IT Helpdesk.

First-level support

All calls to the IT Helpdesk are logged using a call management system called ServiceNow, which facilitates the tracking, reporting and resolution of calls.

Staff and postgraduate students can contact the helpdesk using one of 3 methods:

Second-level support

If a helpdesk consultant is unable to assist a caller over the phone, and it is decided that a desktop visit is required, the call is referred to a second-level or on-site support team.

Third-level support

Certain types of calls, eg requests for more technical systems administrative functions and support, are handled directly by the Technical Support Services team.

Support for Students

Student labs

Undergraduate support is provided in student labs. Students requiring assistance should contact the student lab administrators and not the IT Helpdesk.

Networking in residences

ICTS supports Student Housing & Residence Life (SH&RL) by providing students in residence with access to ResNet, the residence network.

For support, log a call with the IT Helpdesk.

ICTS services

ICTS provides a wide range of services and support to staff and students, including:

  • servers, file services and storage
  • anti-virus and security
  • desktop hardware and software (acquisition, maintenance and support)
  • network printing
  • training
  • email, calendar and mailing lists
  • phone and fax services, including the main UCT switchboard
  • administrative systems support (such as SAP R/3, PeopleSoft)
  • student computing support (such as student labs, residence networking).

Operational support and maintenance

In addition to handling support requests, ICTS is also responsible for regular operational and maintenance work for all the systems and services on the UCT network.

For more information on ICTS and its services please visit the ICTS website.

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