IT Service Desk Mission and Vision

Find out what your IT Service Desk's aims are and what we are doing to achieve these.

IT Service Desk Vision

Our vision for the future is to remain a sector leading IT Service Desk and achieve 4 Star Service Desk Certification by 2017.

IT Service Desk Mission

The IT Service Desk will provide effective resolutions to daily IT challenges and enhance the productivity of IT users. We will achieve this by providing a friendly, helpful and customer focused point of contact for staff, students and visitors. We will do this by:

  • Responding to our users in an effective and timely manner
  • Increasing customer satisfaction through proactive stakeholder engagement
  • Increasing staff satisfaction by attracting, supporting and developing staff
  • Providing high quality support services through Continual Service Improvement

We aim to:

  • Resolve 70% of calls at first level
  • Answer 90% of calls within 2 minutes 30 seconds
  • Deal with walk in enquiries within 5 minutes
  • Respond to voicemails within one hour
  • Respond to emails within four hours

We also provide a number of additional services including printer credit sales, a software and hardware service (FixIT) and a loan laptop service (LoanIT)