Service Desk Latest

The Information Service Desk recently launched a brochure and sticker campaign to highlight their new services.

Information Services Centre - http://isc.gcal.ac.uk

The web based Information Services Centre allows you to log your own calls directly with the Information Service Desk. It also allows you to:

• Monitor progress on your calls and view notes made by the teams working on them
• Search Staff IT, Student IT and Library internal facing and managed Knowledge Bases
• Search the Right Answers external facing Industry Standard Knowledge-Paks e.g. search for solutions to Office 2007 (i.e. Word, Excel, Powerpoint, Access, Publisher, etc.)
• Check our Information Status Page for computer system and printer availability via http://status.gcal.ac.uk

A full guide can be found at http://www.caledonian.ac.uk/staff/it/isc/iscguidev1.pdf

Knowledge Base

On the Staff IT, Student IT and Library pages you can perform natural language Knowledge Base searches.

Enter your question where you see this graphic:

As more questions are asked, Information Services staff will monitor the Knowledge Base. Any identified knowledge gaps will be addressed in conjunction with the other Information Services teams. Over time, the weighting of answers will improve as associations strengthen between the questions and chosen answers.

By using the Knowledge Base search, Information Services will become more customer responsive in delivering accurate, reliable and consistent Knowledge Base answers.

Information Services Feedback System

In February 09 we launched an Information Services Feedback system inviting staff and students to leave feedback when their call was closed. As we develop new products and services, all feedback will be used to benchmark and trend customer satisfaction. The first 3 months statistics were as follows:

Thank you for taking the time to fill in the feedback forms and we hope that we can develop our products and services to meet your expectations. All feedback is analysed and reviewed. Full findings are given if requested and any appropriate action taken to ensure continuous service improvement.

New User Setup Forms

On out staff IT pages at http://www.gcal.ac.uk/staff/it/index.html we have developed our User Setup forms in response to customer feedback and audit requirements. The new php web based forms enable us to collect the required information in a decision made web form, which in the background uses enhanced security. The forms include: HR Permanent/Fixed term staff; Existing Staff Move; Authorised Guest; New PhD Student; and New Computer Setup forms.

Latest Snapshot Statistics

The following graph compares May this year to May last year.

From the graph you can see that we are taking on more calls this year than from the previous period last year. The good news is that we closed 94% of calls in target compared to 85% last year. In addition to the May 09 calls we are also processing activities. Activities are like 'jobs' and are released from Change models within the RMS suite of programs. In May 09 we processed 880 new activities, on top of our 3152 new calls.

In line with our core Service Desk product and in line with the ITIL framework, we have now implemented Change Management, Asset Management, Knowledge Management and made web logging a reality with our Information Services Centre.

Fraser McLeish - Information Service Desk Manager

(view Project Updates)

'The best way to find yourself is to lose yourself in the service of others...' - Mohandas K. Gandhi