12 December 2011

Launch of new IT Service Desk

Effective today, the IT Helpdesk has been officially relaunched as the IT Service Desk.

This change of name reflects the expanding scope of the services provided by this team.

Over the coming months, students and staff will benefit from the ability of this service team to resolve an increasing range of issues and queries.

This approach will begin to deliver:

  • an improved overall experience for users
  • faster resolution of queries
  • a best practice approach in line with the new ITIL (Information Technology Infrastructure Library) framework
  • improved reporting
  • better use of resources i.e. second and third tiers of support will be able to concentrate on resolving complex issues in a more effective and timely manner.

The operating hours will remain the same and contact details for the IT Service Desk will be updated shortly to reflect this change.

Note: If you have any references to ‘IT Helpdesk’ on your website, in your email signature, Word/Excel templates or any other documentation, please update this to ‘IT Service Desk’.

Further updates will be provided in the coming weeks.

Any queries should be directed to the Manager of the IT Service Desk, Debra Raca.

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