This portfolio includes the Service Desk and Second Line support teams, information about each of these teams is below. We also have responsibility for maintaining and improving customer service:
- customer service, in regard to IT Services, deals with the experience that staff and students have when dealing with IT Services staff
- we aim to achieve excellent customer service, including good performance against service levels, clear and prompt communication with staff and students, and courteous and helpful attitudes from all our team members across the department
- any feedback from staff and students will be responded to appropriately and will be used to identify improvements to services across IT Services
First Line Support
The initial point of contact for staff and students requesting advice and/or support is our friendly and award winning Service Desk team, who can be reached on ext. 2000 from any internal University telephone, externally on 01902-322000 and also by email to firstname.lastname@example.org. The service is available between 8am and 7pm during term-time and 8am to 5pm during vacations. Additional support for students is available in Learning Centre's and the MI Helpdesk in MI101.
Second Line Support
The Second Line Support team provide day-to-day operational support for many aspects of our IT services. As well as support and installation for standard computer hardware and software, they can also help you with University telephones and most teaching technology in classrooms. They can also assist if you are moving locations and can provide advice on purchasing University IT equipment and software. They cover all campuses, including Burton and the Science Park.
Third Line Support
Third Line Support staff are responsible for analysing and resolving more complex technical issues that have been escalated to them by the Second Line Support Team. They work proactively to improve ICT services.