[05 May 2011]The IT Help Desk has gone through a number of changes in the past few weeks not least a name change to IT Service Desk.
The name has changed to IT Service Desk to better reflect the range of work it will do in the future. The IT Service desk will be the single point of contact for all IT related questions. It's no longer just the place to report some problems but will be responsible for the reception, registration and coordination for all IT requests for information, changes and problem resolution.
This change in focus for the IT help desk is part of the wider Support Process Review activity and the introduction of a single IT Service across the University. The aim is to provide a more efficient and customer focused process for the future delivery of IT services.
In addition to the name change, the office space for the IT Service Desk in the Computer Centre has been expanded and a new phone system will be implemented shortly. We have also introduced a new centralised system for logging and monitoring all requests for IT support across the University.
There is a new email address, firstname.lastname@example.org, to use when reporting a problem or asking for help. Emails to this address will automatically generate a formal request in the IT Service Desk system. In the summer we will also be providing online access to the system so that staff and students will be able to track the progress of their requests.
Further information on the development of the Service Desk can be found on the IT Service Review blog.