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Error reporting FAQs

Wednesday, October 7th, 2020

How do I report an IT problem, request or enquiry?

Option 1
Log a service request on our ICT Partner Portal
 with the following information:

1. Description of problem
2. Telephone number
3. Room Number
4. Department and building
5. Asset number of computer, laptop, printer, etc.

Requests will be logged automatically and reference number sent via email.

For video instructions on how to log a request on the ICT Partner Portal, click here. More information on our Service Catalogue.

Option 2
Contact the IT Service Desk – 021 808 4367

We require username and asset number in order to assist OR leave a voicemail message.


How do I follow up on the IT request I have logged?

Whether you have called the IT Service Desk at 0218084367, sent an email to help@sun.ac.za or logged a request via the ICT Partner Portal at https://servicedesk.sun.ac.za you can do the following:

  1. Log in at https://servicedesk.sun.ac.za with your username and password.
  2. Select: Requests, My requests. The status of all the requests that you have raised will be displayed.

How do I follow up if I sent an email to help@sun.ac.za?

If you send an email to help@sun.ac.za it automatically logs a request on the IT Service Portal. You can check on the status of your request as follows:

  1. Log in at https://servicedesk.sun.ac.za with your username and password.
  2.  Select: Requests, My requests. The status of all your requests will be displayed.

How do I follow up on a request I reported by calling the IT Contact Centre?

If you call the IT Contact Centre, the service agent will log a request on your behalf on the IT Service Portal. You can check on the status of your request as follow:

  1. Log in at https://servicedesk.sun.ac.za with your username and password.
  2. Select: Requests, My requests. The status of all your requests will be displayed.

Can you follow up on a request emailing help@sun.ac.za again?

If your request have already been logged and you have a reference number, please do not send another email to help@sun.ac.za. This will log a second, duplicate request which will only clog up the system and cause confusion. The same goes for replying to emails from help@sun.ac.za. Rather click on the request number and add your comment on the system.


How do I add a comment to my request?

  1. Log in at https://servicedesk.sun.ac.za with your username and password.
  2. Select: Requests, My requestsThe status of all the requests that you have raised will be displayed.
  3. Click on the reference number of a request to see its details.
  4. Type your comment in the text box and click on Add. The comment will be added to the request. You can also add screen shots for clarification

What does the different status options mean?

WAITING ON SUPPORT =you are waiting for a response / feedback from IT regarding your request.

WAITING ON CUSTOMER =IT is waiting on a response / feedback from you regarding your request.

IN PROGRESS = your request is being attended to.

ESCALATED =your request is escalated for further investigation.

RESOLVED =your request has been resolved.

CLOSED = your request has been closed.

 

 

Online Excel training now available

Monday, June 15th, 2020

If you want to brush up on your Excel skills, we have just the solution for you. 

You can now do an online Excel course which covers all the content of Microsoft Office Excel 2019 needed to become internationally certified. It also aims to help with the navigation of Excel within the office 2019 and 365 environment.

The course takes place over four days and there are fixed training periods you can choose from. The next session takes place 24 to 27 August.

The only prerequisites are that you are computer literate, you have a desktop or laptop, Office365 and an internet connection.

To enrol for the course, you can register on SUN-e-HR. Browse to my.sun.ac.za, click on the SUN-e-HR tab and log in with your sun account. After logging in, you can go to
Training and development-> Learner Home->Information Technology and the Excel course will show there.

As soon as you’ve registered StellieTech, the company responsible for the training will contact you. Their trainers will follow along with your training progress and assist you to make sure you are on track throughout the programme.

The training material that will be covered is exactly the same as the material covered in StellieTech training centres. All aligned to the global industry standard and internationally accredited certification. On the platform, you will find their pre-assessments, training videos, practice simulations, post-assessments, and downloadable workbooks & follow along files. Everything is clearly laid out in the platform and very user friendly. 

More detailed information on the Excel-course.

Online survey tool for SU staff and students

Tuesday, May 12th, 2020

 

The web-based e-Survey service (SUNSurveys) is available to support academic staff and students of the University of Stellenbosch using online surveys for their academic research. SUNsurveys is also regularly used for staff opinion polls, voting and service delivery surveys.

Information Technology uses Checkbox as platform for our surveys. Checkbox is an intuitive survey creation tool with real-time reporting which allows for surveys to be customised. 

To register for use on Checkbox and send out official Stellenbosch University surveys, you can apply for the service online. More information on our Service Catalogue.

Once you have registered, support will be provided throughout to enable you to set up your survey, as well as training if needed. Additionally Checkbox has detailed help guides which will assist you will any potential problems you may encounter.

Take note that before you are allowed to send out a survey for research purposes, you will need institutional permission. Full information on the process can be found on the Information Governance website 

If you have any enquiries, please log a request on our ICT Partner Portal at ICT Partner Portal.

Free digital literacy training

Tuesday, October 1st, 2019

Our training service provider, StellieTech is currently offering a 3 Day Digital Literacy Course (see below for more detail on content, requirements, etc.)

The course is free to all SU staff, but space is limited, so register as soon as possible if you’re interested.

To register, go Sun e hr-> SUN Employee Self service-> Training and Development-> Learner Home-> Information Technology and the course will be listed there.

 


 

Duration: 3 Days

Recommended Prerequisites: Basic computer skills

Certificate of training: StellieTech Certificate of Completion

Assessments: Graded pre and post assessments between lessons.

Overview: This course aims to equip the learner with the knowledge and appreciation of the business environment and to empower them to be efficient and effective in the office.

Course Objectives:

·         Gain an insight into working with the internet and being able to use these skills in the workplace.

·         Learning how to be an effective assistant by using technology to enhance your productivity.

·         Computer training and basic tasks needed as a certified computer user.Course Information

Course Outline

Session 1: Working with the Internet

  • Internet
  • Navigation and Media Literacy
  • Browser Functionality
  • Rights and Usage
  • Email Clients
  • Calendaring
  • Communication Methods
  • Digital Citizenship

Session 2: Fundamental basics

  • Hardware
  • Internet Basics
  • Mobile Devices
  • Software Architecture
  • File and Software Management
  • Troubleshooting Basics

Microsoft 365 vs. Office 365: What’s the difference?

Tuesday, June 4th, 2019

Microsoft 365 vs. Office 365: What’s the difference?

There is a lot to be said for consistency in product names, but when you have dozens of products with multiple versions of each, similar names can get confusing fast. Yes, Microsoft we are referring to you …

Microsoft introduced Microsoft 365, a bundle of existing products under one license. The name is similar to the already existing Office 365 (and the recently renamed Dynamics 365). In fact, a lot of people already inadvertently called Office 365 by the name of Microsoft 365.

So, it’s easy to see how the two products can be confused. It gets even more confusing when you learn Microsoft 365 includes Office 365.

Let’s break down the differences:

The Short Version

Office 365 is a cloud-based suite of productivity apps like Outlook, Word, PowerPoint, and more. Microsoft 365 is a bundle of services including Office 365, plus several other services including Windows 10 Enterprise.

The Long Version

Office 365

Office 365 is a cloud-based suite of apps and services centred around business productivity. It includes some apps you’re probably already familiar with like Microsoft Outlook, Word, PowerPoint, Excel, Skype for Business, SharePoint, OneDrive and Teams, along with robust productivity, collaboration, and security features. 

Microsoft 365

Microsoft 365 is a bundle of services that includes Office 365. It also includes Windows 10 Enterprise, Enterprise Mobility + Security (EMS), and machine learning. As the title implies, it’s more geared towards larger organisations that wants a single, secure platform with which to share and collaborate. It includes strong data security features on top of Windows 10 Pro and Office 365.

What’s included in Microsoft 365 in comparison to Office 365?

Both products come with the ability to have fully installed Office applications on tablets, phones and PCs, as well as the web browser versions. You get 1TB of personal file storage, as well as business class email and calendars. You also have access to Skype for Business for instant messaging and video calling, as well as Microsoft Teams and other new tools like Delve and Planner.

The differences begin with device management. Unlike Office 365, Microsoft 365 comes with a single console to manage users and devices. You can also automatically deploy Office applications to Windows 10 PCs.

The security tools are also missing from Office 365. The alternative comes with the ability to protect data across devices and secure access. You can also protect Windows 10 devices from risks such as malware with Windows Defender.  

[ARTICLE BY MANDY WANZA]

 

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