Wednesday, 13 November 2013

IT Helpdesk Customer Services Team

The IT Helpdesk is part of the Customer Services Team in Information Services. So far I have spent quite a bit of my time working on matters to do with the Library Service Desk and the Information Assistants, I now need to concentrate on the IT Helpdesk. The IT Helpdesk is physically located in two different buildings - the IT building and the Library building.  In the IT / Information Services building two staff work full time on the IT Helpdesk and they process telephone and email issues/tickets.  In the Library we have a  IT Helpdesk which deals with enquiries from students as personal visits / face2face.  This is staffed by one person plus the Information Assistants and is situated at one end of the Library service desk.
The challenges are how to manage the two parts of the IT Helpdesk as one service and also how to manage and integrate the IT Helpdesk with the Library Service Desk to make one Customer Service facility and one Customer Service Team.  To add another factor, the switchboard part of the university telephony service is also going to be incorporated into the Customer Services Team and one of the telephonists is going to work on the IT Helpdesk.
There are three areas that I'm working on - firstly to look at ways of working together as one team and and consider how the skills, knowledge and experience can be shared.  Secondly looking at the processes and procedures and how we can document them so we know what we are doing and have a consistent approach. Thirdly how we can record accurately the activity at the different points into one system.
This is against a backdrop of a variety of people with varying levels of experience and expertise.
Today we had a meeting to discuss how we are going to standardize some of our procedures and document them effectively.  Also how we are going to provide training for those within the team and new members of the team as they come on-board.
It's a start and we have had a few discussions to get to here.  I don't want to lose sight, myself, of the bigger picture - that this is a Customer Services Team that has a broad remit and the potential for exciting developments.

1 comment:

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