Making IT better.*

03 Dec 2007

Improved, simplified service for IT users from early 2008.

Major changes to both improve and simplify the service for IT users across the campus are to be introduced from early 2008.

The first project aims to establish a highly effective and efficient IT Service Desk (Helpdesk) providing a single point of contact for IT advice and support combined with expert local support teams. The project is very much a collaboration of central and devolved IT teams with its success dependent on integrating support processes across the University.

Head of IT Services, Paul Harness said: "The main objective is to create a single point of contact with physical service desks in key locations providing essential face-to-face support. With one phone number, one email address and one website providing the primary contact for IT support and advice across the University, highly trained IT professionals will aim to resolve the majority of requests in the first instance and ensure that specialist support is provided promptly."

Using a combination of intelligent telephone systems, online resources and remote support technologies, the shared service desk will provide comprehensive support for the University's IT systems and information services, whether these are provided at University, faculty, school or divisional level.

Paul added: "The shared service desk function will enable more efficient and effective working practices to be developed, supported by a common computing environment and more effective training programmes. This new model for IT support will also help focus investment into activities such as expanding support for research and eLearning activities."

The shared service desk function will be introduced in phases, starting in early 2008, with completion scheduled for the start of the 2008/09 academic year. In the first phase, the teams supporting Central Services, Humanities and Life Sciences will lay the foundations. Your local IS support teams will provide more information, support and advice to support you through the introduction of the changes and beyond.

The new model is being implemented as one recommendation of the IT Services Task Force that reported its outcomes in July 2007. The Task Force recommended the initiation of a number of projects, guided by a mission to create integrated, responsive, customer-focused IT services for the University that support the goals of the 2015 agenda following review by Vice Presidents and Deans and consultation with Heads of School. The project is being done in partnership with Heads of Faculty led by Simon Oliver (FLS).