Interim Policy and Procedure for Software Support
The Support section of the Information Technology division is committed to providing efficient and effective service to our clients.
There are more than 6000 PCs in official use at Rhodes. With the limited manpower available for Software Support, a "self-help" system has to be used and encouraged, i.e. educate PC users so that they are computer literate and as self-sufficient in the use of PCs as possible. A range of courses is offered to cover introductory aspects of the various software packages supported by Rhodes Information Technology. Time constraints make it impossible to offer individual tuition in software packages.
Educating users
It is Support's policy to educate our users in order that they become computer literate. Consultants will resist doing routine tasks for users who are reluctant to learn how to become self-sufficient in their usage of a computer.
1. Who are our customers?
1.1 Students
Lab Assistants are available at specified times during the academic term in the PC Laboratories to assist students with logging in, printing and basic software problems. A Student Help Desk is situated in the Union Lab where students will receive assistance with ResNet and private computer problems.
1.2 Staff
All staff members are entitled to support. However, only computers owned by Rhodes will be supported. Staff should email their problems to support@ru.ac.za or, if they are unable to do so, they can phone the Call Centre on Ext. 8288. A Consultant is available at the Help Desk during office hours and, where possible, will solve the problem telephonically or via VNC. If this is not possible, the job is entered into the problem tracking system and a consultant with the appropriate skills is allocated the job. The relevant support consultant will contact the user and attempt to solve the problem within 24 hours. Users should not phone the Help Desk unless a job has already been entered.
Problems, which cannot be solved by the Support Consultant within this period, will be referred to their superior who will advise them on a course of action.
2. What software is supported?
2.1 Standard software
Full and comprehensive support is given for all software packages officially supported by the University. The Information Technology Steering Committee approves the support of these packages. This level of support is only given to Rhodes University Staff members.
Users experiencing problems with the standard software packages either receive telephonic support or via VNC. Where the problem is not solved using these methods, a consultant will visit the user in his or her office. Users are requested to send their computers to Support for installations of standard software on new or roll-down machines, as this is a time consuming process. The Help Desk performs this function and often installs three or four machines at the same time.
2.2 Specialised software
This category covers esoteric or specialised PC packages that are needed for specialised equipment, or for special tasks in a specific department. This form of support is usually given to technical persons in the department.
This category also covers departments who use specialised software and require a consultant to implement and support this package. Implementation must be well planned as these projects require a consultant to be released from their normal duties for longer periods of time than a normal problem would be assigned.
2.3 Other software
This level of support applies to occasional once-off queries when the client is a student (postgraduate or undergraduate), and to PC software packages which don't fall under the descriptions given in Sections 2.1 and 2.2 above. In these cases, support is provided only when the solution to the query is obvious and is not time-consuming (i.e. a solution to the problem/query can be found and/or implemented within say 15 minutes).
Support Consultants are software specialists and departments should not make unreasonable demands of them. Support will be given for software and software related queries, but does not extend to crawling under desks in order to connect a PC to the mains. The installation and connection of PCs within the work environment should be arranged before the Support Consultant arrives to configure the computer. Technical advice on how to connect electrical and other cables can be obtained from the Electronic Services section of the Information Technology division.
General
Recommendations of PC configurations
From time to time Support or the Information Technology Division will make announcements concerning acceptable standard configurations of computers. Support Consultants will not be able to support users who have installed software that contradicts these recommendations.
Viruses
The most recent virus checking software is available from Software Support, and is also available on all central network facilities. Software Support strongly encourages all users to install the virus protection software.
Virus removal is generally the responsibility of the person who is the primary user of that computer. However, if that person has difficulty doing this and has used the recommended anti-virus procedures, Software Support will provide assistance but will not be responsible for the removal of viruses.
Software installations
Users are encouraged to install their own software. Instructions on how to do the installation will be provided where necessary. These days most packages have easy installation processes, which are well within the capabilities of the average PC user at Rhodes.
Support provides an initial installation of all standard software on new or upgrade machines and where a machine has had to be reconfigured after a computer crash.
Any problems or queries must be reported to the Support Manager T.Chambers@ru.ac.za
