Information and Communication Technology Services (ICTS) is a support organisation that helps staff and students 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 IT Helpdesk using one of 3 methods:

Second-level support

If an IT 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 onsite support team.

Third-level support

Certain types of calls (e.g., requests for more technical systems administrative functions and support), are handled directly by the Workplace Services team.

Support for Students

Student labs

Undergraduate support is provided in student labs. Students requiring assistance should contact the student lab administrators or visit the ICTS Front Office.

ICTS Front Office

Visit the ICTS Front Office or Walk-in Centre to get assistance with configuring your ICT equipment so that it connects safely to the UCT network. Front Office consultants will assist staff, third parties, and students in managing password changes and obtaining the latest anti-virus support and updates. They also provide basic Windows support and hardware troubleshooting.

The ICTS Front Office is in the Computer Science Building on upper campus. You can access it by checking the signage in the Cissie Gool Plaza, opposite the food court. If you’re closer to lower campus, visit the walk-in centre in room 1.10, ICTS-on-Main, 7 Main Road, Mowbray. Office Hours: Monday - Friday 08h00 - 16h30 and Thursdays 08h00 - 15h15.

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)
  • 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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