Ringing The IT Changes
23 February 2011
Pat Percy, ITS Service Desk Analyst, at work answering calls.
Picking up calls ringing into its Service Desk in less than 20 seconds is one of the targets Information and Technology Services has set itself for 2011.
The way in which IT support is given to University staff and students calling with computer and other technical queries is developing, along with changes in the structure of the IT Services Department as a whole.
ITS has plans for its Service Desk to install the type of telephone software used in commercial call centres, which will enable real-time monitoring and management of calls. This will give earlier warning of when caller queues are growing, meaning more IT Support Technicians can then be put onto the Service Desk.
A change that has already happened is the ITS Service Desk at the Kedleston Road site relocating from Room E4 in E Block to B108/B109 in B Block.
ITS's training function has also been moved to be with the Service Desk and the Second Line support team. Another goal for 2011 is to provide a 'Drop-In Centre' for staff who have IT or other queries, providing a face-to-face counter queries service in addition to the current telephone one provided.
The IT Services team can be contacted at the Derby Campus on 01332 591234 or email itservicedesk@derby.ac.uk and at the Buxton Campus on 01332 594686 or email BuxtonITServices@derby.ac.uk.
