HelpDesk and IT support
Description of Service
An IT support service, taking queries by telephone, voicemail, email and personal visit. Where appropriate, an on-site service is also provided.
Client Groups/Eligibility for Services
All registered users.
Provider Responsibility
- To receive calls, which relate to problems on the computing services provided by CiCS or which are initial requests for advice about those services.
- To log all incoming calls, emails and enquiries in person, and decide on a course of action to provide one of the following resolutions:
a) To answer a query immediately, where the answer is known, or come back to the user having done more investigation.
b) To pass the query on to someone with more specialist knowledge.
c) To arrange for someone to visit the user on site i.e. in University departments.
d) To ask the user to call in so that further investigation can be made. - To provide the follow-up specialist advice and support required in order to achieve one of the following:
a) A solution to the query.
b) A decision to pass the query to a third party.
c) An agreement that the query cannot be solved. - To monitor and provide feedback to the caller on the progress of more complex queries. In the event of no satisfactory answer being available, to inform the enquirer that the query remains unresolved and that no further effort is to be made.
- To maintain a web-based set of Frequently Asked Questions (FAQs).
- To use information gathered from calls to influence the operational service provided by CiCS.
- To work with the Central Support and Welfare section of Student Services to ensure that suitable central computing facilities are available to students with a disability, according to the availability of funding.
- To provide assistance with computing for members of staff with a disability.
- To provide assistance with computing for administrative departments according to local technical knowledge and by arrangement.
- To deal with calls in a courteous, co-operative and professional manner.
User Responsibility
- To provide their Username and collect the details of the problem - error messages, etc. - so that the problem can be fully reported.
- To use the HelpDesk as the first point of contact for all problems and initial requests for advice.
- To report problems in a courteous manner and to co-operate with HelpDesk procedures.
- To know which systems they are using so as to aid resolution of their problems.
Availability of Service
Telephone enquiries: Full Service 08.00-18.00 Monday to Friday.
Additional Student HelpDesk: 18.00-21.00 Monday to Friday; 13.00-17.00 Saturday & Sunday.
Other enquiries 09.00 to 17.00 Monday to Friday
Telephone and drop-in queries are mostly answered straight away. Voicemail and email is checked every 30 minutes during core service hours.
Where it is not possible to give an immediate answer, the customer is given an estimate of response time. This varies depending on the nature of the query.
Service Statistics/Outputs
Numbers and types of contact - telephone calls - answered, not answered and to voicemail, emails, drop-in enquiries and on-site jobs.
Numbers and types of queries, and resolutions.
Detailed information about the queries.
Annual Report.
Internal reports.
Service Measures
80% of queries will be resolved immediately.
Voicemail and email will be checked every 30 minutes during core service hours.
Feedback and Monitoring
Staff survey.
CiCS User Group.
Student Services survey.
Benchmarking
See Section 7 of the Introduction.
Exclusions
Queries about services, software or hardware that are not supported by CiCS.
Location of Service
- Frontline Support in Customer Services.
Failure Response
When all telephone lines are busy, voicemail and email services are available. Outside core service hours an email service is available.