UKZN Durban ICS Call Centre : University of KwaZulu-Natal

Organisation : University of KwaZulu-Natal
Service Name : ICS Call Centre
Headquarters : Durban
Industry : University
Service/ Product : Information & Communication Services, Publication-Related Queries
Website : https://ics.ukzn.ac.za/call-centre/

UKZN ICS Call Centre

The Call Centre provides a single point of contact for staff and students to log and direct enquiries and record incidents by providing customer focused, quality IT services and technical support. Clients are encouraged to direct all IT related requests through the Call Centre to ensure, calls are logged and assigned to the correct department. Calls are prioritised in accordance with level of urgency and calls are directed and escalated.

Contacting the Call Centre:
** Open between 07H30 and 16H30, Monday to Friday.
** Telephone +2731 260 4000
** Email: icssupport@ukzn.ac.za – for staff support.
** Email: itstudenthelp@ukzn.ac.za – for student support.
** On-line call logging at http://icsfaultlogging.ukzn.ac.za
** Howard College Campus: Level 5, Shepstone Building
** Westville Campus: 1st floor, L Block
** Pietermaritzburg Campus: Ground floor, Science Block
** Edgewood Campus: Room S310, 2nd Floor, 3rd Wing, Main Tutorial Building
** Medical School: Room 83, Ground Floor, Main Building

Services Offered Includes:
** Call logging
** First line problem resolution
** High level user support, consultations, training and resolving end user problems
** IT/Audio Visual solutions, coordinating and conducting AV events and lecture venue support
** Scheduling and support of Video conferences
** SharePoint Support end user support
** Active Directory administration of user accounts

UKZN Research Office Helpdesk

When to call RO for help:
** All Publication-related queries, including PU scores.
** If you have a problem with an ethical clearance application. (Check with your School Postgraduate Administrator first).
** To arrange for group training for staff in your School.
** If you are unsure where to direct your RIG system related query to.
** If you require a Journal to be added to the Journals list.
** If you cannot find a staff member or student in the system when searching.

The Research Office has put in place a dedicated email address and telephone number for help with the submission of Ethical Clearance applications in the RIG system.

E-mail: RIGEthicsHelp@ukzn.ac.za

Phone:
+27 31 260 2486/8323/4769 (BREC only)
+27 31 260 8350/4557 (HSSREC only)
+27 31 260 8850 (AREC only)

Open between 08H00 and 16H30, Monday to Friday

Ethics Administrators contact details:
For help with RIG Ethics Application queries and other Ethics-related queries, find the relevant contact details at the Research Office Ethics Website located here.

Publications Administrators contact details (for publication related queries):
Research Office
Govan Mbeki Centre
Westville Campus
Open between 08H00 and 16H30, Monday to Friday

Tel: +27 (31) 260 7224 (for CHUM & CLMS)
Tel: +27 (31) 260 2031 (for CHS & CAES)
Email: productivity@ukzn.ac.za

UKZN Library Contact

When to call Library for help (Publications queries only):
Subject Librarians may be contacted for ORCID related information. Researchers may also receive assistance with basic usage of the RIG system. ORCID provides a persistent digital identifier that distinguishes you from every other researcher and, through integration in key research workflows such as manuscript and grant submission, supports automated linkages between you and your professional activities ensuring that your work is recognized. It is important for a researcher to create an ORCID ID.

ORCID Registration:
http://library.ukzn.ac.za/ORCID_Registration.aspx
https://orcid.org/

Subject Librarians Contact Details:
http://library.ukzn.ac.za/SubjectLibrarians772.aspx