The recent cyber attacks on major Australian Universities have other institutions across the country preparing for similar events. ANU hit the headlines earlier this month, and now ACU has become the latest institute to suffer a breach when staff fell victim to a phishing scam. Both of these incidents have amplified the need for universities to … Continue reading Cyber attacks affecting universities globally – Are you prepared?
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
Each year, CAUDIT members participate in an annual survey to determine the most important IT topics in higher education and research across Australia and New Zealand. Recently, CAUDIT released their 2017 report, which identifies and ranks these areas of interest according to their significance. The CAUDIT Top Ten was devised to help shape the strategies … Continue reading CAUDIT Top 10 – Spotlight