July 11, 2017, by Sharon Caine
IT Service Desk – all you need to know
Did you know that the IT Service Desk, based at Kings Meadow Campus, is available for all staff and student IT enquiries between Monday – Friday, 8am – 6pm, with the exception of UK holidays and University closure days. The IT Service Desk also provides an out-of-hours telephone service at all other times, 365 days a year!
Excellent service provision has always been top of the agenda for the IT Service desk and in November 2016 it achieved formal certification from the Service Desk Institute (SDI).
Continuously seeking to improve its quality of service, the IT Service Desk encourages its customers to provide honest feedback about their experiences of the service. Overall performance statistics for the Service Desk are continually measured and can be viewed via the IT Services website.
Recently a new feature was introduced into the IT Service Desk feedback survey which now invites respondents to ‘commend a member of staff for the support they provided’.
In April, an impressive 38% of the 182 surveys included a personal commendation, which covered every member of the IT Service Desk.
The team has now introduced a Customer Champion of the Month award to the member of staff who received the highest number of commendations. The inaugural winner was Rob Harman who was presented with the new trophy at the latest team meeting. The trophy is now proudly displayed on the desk of this well-deserved winner of the award!