Gender diversity is in the headlines again, with discussions around the lack of females in senior executive positions, with the ASX’s recently proposed gender targets. An organisation’s success depends heavily on the capability and effectiveness of its leadership team. Without providing equal opportunities for men and women you cannot ensure you are getting the … Continue reading Who will be the 2018 100 Women of Influence?
Improving the service quality across IT in universities is both a massive priority and infinitely easier said than done. There is no doubt that the industry features some truly brilliant people, working on some exceedingly clever and innovative projects. At the same time, however, the Michelin Man would be sweating in his sleep at the … Continue reading Looking outside the sector to improve service quality across IT in universities
One leg of our service desk triumvirate is Luke Shaw – Team Leader of the Information Technology Service Desk at the University of Newcastle. Aside from being a really nice guy, we’ve invited Luke along to discuss some of the initiatives that Newcastle have in place and how they’ve overcome specific challenges around the training … Continue reading Introducing Luke Shaw, Team Leader of Information Technology Service Desk, University of Newcastle
The Unlocking Potential Review was undertaken by the Australian Public Service Commission in 2016 and identified some key gaps in the HR function across public sector agencies. Rather than compliance, the public sector HR function must be agile, business integrated, data driven and skilled in attracting, retaining and developing talent. And there are critical weaknesses … Continue reading APS workforce developments from the Unlocking Potential Review
Every university has the occasional campfire worthy horror tale of service requests gone wrong. One of the delegates of our previous ITS in Tertiary Education conference shared the story the other day of a frustrating issue that had come to a head the previous week.“An academic service request came through with a relatively complicated software … Continue reading Academic horror stories – Specialised services
At the 2017 ITS in Tertiary Education conference – Russell Murphy Transformation and Deployment Manager from ServiceNSW came along and shared with the delegates the ups downs and sideways of the transition toward an omnichannel contact centre at Service NSW. Some of the key points included: Prioritising the right channels for your organisation and your customer … Continue reading Russell Murphy – Back by popular demand
Western Sydney University was recommended on a number of fronts for their approach to the personal side of the service desk. One of the biggest issues challenges for ITS in tertiary facilities is how you maintaining a level of staff expertise when turnover rates are continually high. WSU has done a lot of work in … Continue reading Key insights into improving service desk performance
The Western Sydney University’s Parramatta vertical campus is a major economic catalyst and one of the most technologically advanced teaching and research spaces developed in Australia and across the world. The Parramatta City vertical campus, opened in May 2017, is an ambitious project undertaken by Western Sydney University. This 14-storey, five star building is the … Continue reading A look into the Western Sydney University vertical campus