April roundup
April was another productive month for IT Services, with the team resolving 4,252 support queries and launching a new way for staff and students to seek IT help.
1. Recognising Thomas McKee’s recent nomination
We were delighted to receive positive recognition through a student‑led nomination for Thomas McKee (IT Service Desk Analyst) in the Outstanding Professional Service Staff Member category of the 1413 Teaching Excellence Awards. The nomination recognises the difference Thomas makes on the IT Service Desk, where he is known for his clear, patient and supportive approach to helping students. The student feedback highlighted the care he took to explain University systems in an accessible way and support them to get started on their course.
2. Running a Teams workshop with the Careers Centre
We worked with the Careers Centre to deliver a “Spring clean your Teams site” session, focusing on practical ways to improve day‑to‑day use of Microsoft Teams. The session guided attendees through reviewing channels so each one has a clear purpose, tidying up files using search and storage tools, and improving posting habits to make communication clearer and more effective. This housekeeping workshop is open to all staff that wish to review their Teams sites and shared files.
3. Sharing our experience of sustainable procurement
On 29 April, Pauline Brown, Associate Chief Information Officer (Service Delivery) and Ross Garnier, Service Delivery Manager (IT Support), presented at an event hosted by Advanced Procurement for Universities and Colleges. They discussed their experience of procuring the new University print contract with Agilico and how they incorporated sustainability into the tender process.
4. Training Sandy chatbot on all things IT
We now offer help through Sandy, the University chatbot, for provide students instant help with common IT queries. Sandy is available 24 hours a day, allowing colleagues and students to get answers and guidance using the information on the IT website, even when the IT Help Point is closed. To ask Sandy an IT question, navigate to any IT web guide and select the green chat icon on the bottom right of your screen.
5. Launching a new ‘Introduction to Copilot’ session
We launched our ‘Introduction to Copilot’ session for any staff member to book, providing an overview of how Copilot can be used for common administrative tasks. The session covered how to transcribe meetings, the differences between the work and personal versions, alongside practical examples of using Copilot to improve productivity and where its limitations can arise. The session received positive feedback and provided attendees with a clearer understanding of how and when Copilot can add value to their workflows. Future sessions will be available on the Personal Development Management System (PDMS) for staff to register.
6. Celebrating our One Minute Survey Winner
Congratulations to Diane from Libraries and Museums who won our April One Minute Survey prize draw.
To take part next month, simply complete the feedback form sent by the IT Service Desk after they resolve your query. Everyone who submits feedback will be entered automatically for a chance to win a £15 St Andrews voucher.