Scottish university St Andrews has become the first in the UK to be awarded 3-star Service Desk Certification from The Service Desk Institute (SDI), Europe’s only support network for IT professionals.
The education centre says its help desk is a single point of contact for both staff and students in need of technology related support. It logs between 4000-8000 incidents a month.
SDI granted the rating after an 18-month audit process where the higher education institute gained “significant improvement” in its scores each time.
Nine concept areas, covering all aspects of IT services, were measured in each audit process. These included leadership skills, policy and strategy, people management, partnerships and resources, people satisfaction, performance results and social responsibility.
“IT is a fundamental part of every member of staff and student’s day-to-day life at the university and we want everyone who uses our service to have a positive experience from the moment they arrive [here],” claimed Lorraine Brown, service desk manager at the institute.
“We believe that our 3-star certification proves our commitment to offering a great service and we aim to use the programme to further aid the continuous development of our IT services,” she added.
SDI says its audit evaluates service desk operations against an internationally accepted global standard for best practice, providing companies with a benchmark to form a baseline for service improvements.
“Quality leadership combined with a new location for the service desk, the appointment of a business relationship manager, the implementation of a carefully planned customer experience feedback programme and the on-going enthusiasm and high morale of staff is clearing bearing fruit [for the university],” said Howard Kendall, master auditor at SDI.