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
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
From 2019, coding will be a compulsory requirement for primary and secondary schools in New South Wales. How are you going to integrate this into your classroom? Technology is becoming an increasingly prominent part of the learning experience in schools around the country. Although Australia is no stranger to private coding courses for kids, such … Continue reading 3 ways to introduce coding into the classroom
Steve Towers, the founder and CEO of the BP Group, a not-for-profit business club established in 1992 and the author of the book Outside-In, is a world-renowned thought-leader who has helped hundreds of companies revitalise their management approaches. He makes Customer Experience Management & Business Transformation work by providing organisations with ‘insider’ approaches to innovating … Continue reading Mission: to revolutionise not-for-profit organisations
Each year, 1 in 5 Australians will experience a mental illness, but only 35% will actually access a health service, according to a survey by Mindframe. Exclusive research commissioned by Mental Health Australia has revealed that young adults between 18 and 29 years old were the least likely to socialise with friends and family and … Continue reading Take the time to stop, talk & trust – Ask: R U OK?