A day in the life of the IT Service Desk

Bethany Reid
Friday 6 December 2019
A member of IT Services will be available from 8.30am Monday to Friday to respond to your emails and phone calls. At this point, we plan our day ahead to make sure someone is always available to offer IT help. 
We’ll also deal with queries and issues left between 6pm the day before and 8.30am as soon as we get in.
At 9am, the rest of our team arrive. You can find one of them at the IT help point in the Main Library. This is an easy place for quick questions or to take a seat with their device to get further help. The IT help point is also available for staff to use too.

We’ll also turn on Skype for Business so staff and students can ask questions via instant message. This eases conversations as you can share your screen with a member of the IT Service Desk. This means you don’t have to try and explain what error message or screen you’re seeing.


Here to help all day

Throughout day, we answer anywhere from 100 to 400 calls. On the first week of term, all new students need to connect to eduroam. This means we’re equipped with set up guides to help you get connected. What about deadline week? We are on hand with tips and ink cartridges to ease the printing of thousands of essays.


Suggestion scheme

We run a suggestion scheme which students, staff or anyone IT Services can submit to. Managers consider all ideas which may improve our services. The IT Service Desk team generate lots of great ideas since they see our service first hand. These include PC Clinic, printing and student and staff accounts.

One Minute Survey

Staff and students receive an email containing a link to our One Minute Survey after they speak to IT. This gives you a chance to feedback about the service you received. If you felt the member of IT that dealt with your call was especially great – let us know. We pass all praise from you to our staff to let them know you appreciated their customer service. Similarly, if you didn’t think our service was up to scratch, tell us. Every piece of feedback helps shape our services moving forward.

Close of play

We answer every call, email and IT Self Service requests by the end of the day. Where another team in IT needs to feed in, we will make them aware of your query before we leave.

If you need IT help, always log calls directly with the IT Service Desk. They’re available to help you at the front desk 7 days a week, as opposed to individual IT staff members who may be preoccupied with meetings, lunch breaks or other work. 

Read our blog post to see when we’re available over the Christmas period.

Subscribe to the IT Services blog

Enter your email address to subscribe to this blog to receive notifications of new posts.