Intended audience: IDS staff

IDS Client Services is focused on improving the service experience for students and support staff. In the past months, our focus has been on developing the right Support Models. Some of the key outcomes include;

• Increased support operational hours (now 7:30am – 6pm) and full-time staffing at Victoria Square
• New Operations and College support models including a Technical Contact (new function) allocated to each College
• Elimination of silos and single points of failure
• New functions in Service Desk – Customer Care and Service Support
• Business Partners collocated, and role defined
• New standardised communication and outage notifications templates
• New approach to PC deployment
• Centralised and managed as project (not BAU)
• Able to scale to deploy significantly larger batches of computers
• Implemented Customer Feedback System – CIOPulse
• Improved resilience for staff secondments
• Service Management Review Project established and phase 1 complete
• Simplification and standardisation of logging products, items and categories in Assyst
• Established standard reports and dashboards (CIOPulse, Assyst, Service Desk)
• External Printer Audit to gather key info to provide Enterprise Print recommendations

We will continue with a number of projects and activities based on our team mantra of ‘Simplify, Standardise and Support’.