1.

Provision of ICT helpdesk services

• Call from user
• Written request
• Helpdesk system ticket
• Email

Nil

48 Hours

2.

Restoration of network or email services

• Written request or call
• Call from user
• Detection on the network monitoring system

Nil

24 Hours

3.

Training of Students and staff on ICT systems

• Written request for training
• Identification of training needs.

Nil

2 Week

4.

Resolving Systems/Network Security Breaches

• Detection on the Network Monitoring system

Nil

48 Hours

5.

Creation of New User Accounts (Corporate Email and ERP systems accounts)

• Written request

Nil

24 Hours

6.

Resetting user access passwords

• Call from user
• Helpdesk system ticket

Nil

7.

ICT Equipment maintenance and repairs

• Maintenance Schedule
• Warranty status

Nil

4 weeks

8.

Escalation of equipment faults

• Diagnosis status report

· Request of faulty parts or source for quotation for repairs.

Per Quotation

6 Weeks

9.

Creation of mini websites

• Written request
• Provision of website content
• User specifications

Nil

1 Month

10.

Project implementation

• Determine project requirements
• Develop project proposal/plan
• Implementation as per procurement procedure.

Nil

1 Year after tender award.

11.

Provision of ICT Equipment Specification

• Written user requests

Nil

48 Hours

12.

Response to ICT Queries raised.

• Written request
• Call from user

Nil

24 Hours

13.

Provision of Computer Lab services to Staff and Students

• Written user request

Nil

Working days