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 breaking down the requisite staff knowledge into the defined area and systematically approaching the training of staff to minimise the impact of staff change on service delivery.
One of the key priorities for Jenni and WSU is around user experience. Really understanding what it is specifically that the customer wants, as opposed to getting caught up focusing on metrics or catchphrases (one point of contact) that presume the end result will meekly follow along from this.
Jenni joins Luke Shaw from the University of Newcastle and Jonathan Pike from the University of Melbourne for an in-depth discussion around service desk performance, and areas for improvement at the 5th Annual University IT Service Strategy & Challenges conference.
Have a look at the session and see the rest of the agenda here!