Three stars for the IT Support Centre
02 Apr 2019
The IT Support Centre has been awarded a three star certification by the Service Desk Institute (SDI), recognising them for their ‘customer-led’ approach to service.
Martin Putwain, Service Support Manager, leads the IT Support Centre. He said:
“This is an excellent achievement for IT Services and I’d like to thank every one of our service desk superstars for their commitment to providing excellent service to our staff and to our students."
"The certification process looked at our maturity over nine key standards, many of which are not entirely centred on the Service Desk. In all but one of the standards we improved our previous scores, some by a considerable amount. This not only represents a leap in our level of maturity as the Service Desk, but also as an IT organisation.”
The IT Support Centre provides help and support for University staff and students and aims to quickly resolve any queries. They achieved an overall score of 3.25 (out of five), which is an impressive one star increase from their first ever audit in 2015/16. The team were also one of three finalists in the SDI’s IT Service and Support Awards. They were competing for the title of ‘Best Service Desk 2019’, but unfortunately did not win on the night.
Comments from the Service Desk Institute
The SDI’s final report highlights what a focused and determined service desk we have here at the University.
- “ITS has stable leadership with a clear commitment to improvement and a culture that promotes the value of learning and development, in line with the very purpose of the organisation. Staff enjoy their work and believe they make a difference.”
- “ITS support centre staff benefit from strong organisational processes that support and encourage training and development. The results of the surveys conducted as part of this surveillance audit, and the team based interview, all indicate that support staff feel valued and appreciated by colleagues and customers, can freely raise concerns and submit suggestions, and generally feel their opinions and contributions matter.”
- “The University of Manchester has achieved an overall score of 3.25 during this surveillance audit, representing a customer-led level of maturity. Considering their ongoing transition and the implementation of a new IT Service Management tool, as well as continuing digital transformation, this is an outstanding achievement. It demonstrates exactly why the IT support centre are worthy finalists in the 2019 SDI Service Desk of the Year awards.”
The IT Support Centre
The IT Support Centre, part of IT Services, is made up of 29 staff who support over 55,000 users across the University at various sites. The team currently manage on average 2,700 incidents and 2,800 service requests a month via phone (61%), self-logging (28%), email (5%), walk-ins and a small amount of social media contacts (6%).
Accessing IT help and support
If you need IT help or advice, please visit the IT Services website for information on the different ways you can get in touch with the IT Support Centre.