Central IT Service desk in local support

Description

The central Service Desk acts as a single point of contact for all users to request IT services, changes or assistance.

Use of the Service Desk for College or School support ensures that all service requests and fault reports are logged (as calls) and tracked. Calls may either be dealt with directly by Service Desk staff or routed to College, School or Service teams for appropriate action. System-generated reminders and escalations ensure calls are responded to and formally resolved in a timely manner. Users are notified about the status of their call and when it has been resolved. Managers can receive a wide range of scheduled reports such as service metrics and problem trends.

What adopt Central IT Service desk?

• Centrally funded  - no additional charge to Colleges
• Frees College IT staff for College-specific activities
• Single service across campus provides economies of scale and infrastructure
• Guarantees users a single point of contact:
  - in normal working hours, by telephone
  - 24 x 7 x 52, via Web Self-Service
• Logging and tracking provides statistics for analysis, enabling improvement of services and support processes

Features 

• Simpler for users – single point of contact for all IT requests
• Auditable diary of user and analyst actions and communications
• Efficient referral of calls to correct specialist team with relevant supporting information
• Access to campus-wide pool of IT knowledge and experience 
• Integrated software minimises time to capture essential information – for example staff location and contact information are automatically provided.
• Enhanced communication between all central and local IT teams.

Service definitions

• The Service desk team
  • diagnosis and resolution
  • information
  • advice
• Service desk call management system (can be used independently)

Further information 
Help Desk
IT Services
(0141 330) x4800

helpdesk@it.gla.ac.uk