Our increased reliance on technology for working, teaching and learning in the past year has certainly kept our Service Desk team busy! Even from home, it is a lively place to work, and no two days are the same.
With combined experience of over 40 years, the team members use their extensive knowledge to resolve many queries on first contact and this is much appreciated. One caller commented:
I received a quick and helpful response. In fact, I have received amazing service from you especially during lockdown.
What does the Service Desk team do?
As the first point of contact for many IT questions, the team responds to around 1000 enquiries by telephone and email, and 500 self-service requests from across the University every week. These are received from students, academic and administrative staff within Oxford, the UK, and even overseas.
Providing 24/7 support (in partnership with an out of hours support service), our Service Desk team uses a range of specialist tools to help them help others - especially useful is the ability to access a customer's computer remotely, with permission of course! With a broad remit, the team can help with issues relating to account management, software and hardware advice, and more. The team can also direct queries to specialist teams within IT Services if necessary. One of our Senior Service Desk Analysts, Sydney Hicks said:
Our customers contact us because they have a request, question and/or problem. Whatever their reason, and whether it's simple or complex, the bit I enjoy most is sending them away happy.
Our self-service portal is getting a facelift so, if you use it regularly, you’ll notice a more user-friendly look and feel very soon – we hope you like it! The portal has been expanded greatly in recent months and allows you to easily access commonly requested services such as creating a Nexus365 Team, requesting X5 access, email account delegations and much more.
We’ve also updated our IT Help website pages and made improvements to the Request for help form which helps to save time when reporting issues to the Service Desk.
How to find IT help
Lots of guidance and advice is on our IT Help website – including quick help guides for popular tools such as Teams.
If you need additional help, first check with your local IT support contact.
You can also contact the Service Desk team 24/7 by telephone on (01865 6)12345. If the lines are busy, please select the option for a call-back and one of the team will be in touch. Provide as much information about your device and the issue you are experiencing as possible (e.g. operating system, asset tag etc.) as that will help the team resolve your issue quickly. If you are not able to telephone, you can also put all these details into our improved Request for help form.
We leave you with another comment from a satisfied customer:
Staff member provided exceptional customer support, kept me working that day and resolved my problem in a friendly and cheerful way.