The University of Tasmania's IT Service Desk provides support to over 20,000 students (16,500 equivalent full-time students, EFTSL) and over 2,600 Staff at the University of Tasmania. The Service Desk has a manager, four full-time staff and also also employs a small number of casuals.
The Service Desk is the front-end of a three-tier system of support for the UTAS community for all IT, Video Conference, Telephony, Audio Visual or online learning issues. We provide a single point of contact for all users of ITS Services. Should Service Desk staff be unable to resolve an issue directly they will refer the enquiry to the appropriate ITS specialist.
1. Services Provided
• All UTAS related IT issues or requests for Students and Staff
• All Telephony issues or requests for Students and Staff
• All Network issues or requests for Students and Staff
• Password management
• All Video Conference support and bookings for Centrally Managed spaces
• All Audio Visual Support for Centrally Managed spaces
2. Service Access
• Service hours are 08:30 - 17:00 (3:30am - 5:00pm AEST), Monday to Friday (excluding Public Holidays)
• Phone (Internal): x1818
• Phone (External): (03) 6226 1818, International: +61 3 6226 1818
• Phone (Local Call): 1300 304 903 (From within Tasmania, Mobiles Extra)
• Online job logging: https://servicedesk.its.utas.edu.au/
• Homepage: http://www.utas.edu.au/service-desk/
• Email: firstname.lastname@example.org
Incidents may be logged outside of the service either online or by e-mail for a next business day response.
3. Service Performance
The Service Desk measures our performance in a large number of ways, the most important being four Key Performance Indicators.
1. Answer speed: The Service Desk aims to answer over 80% of phone calls within 60 seconds
The minimum service level is that 70% of the calls will be answered within 60 seconds.
a. The UTAS IT Servce Desk aims to respond to emails within 2 hours of receiving the email. The minimum service level is that all emails will be responded to within 4 hours.
2. Telephone call abandonment rate: The percentage of callers abandoning their attempt to phone the Service Desk after waiting 60 seconds is to be kept at or under 8%, with the aim being to keep this at or under 4%.
3. First Call Resolution: The UTAS Service Desk aims to resolve 40% of calls at first contact. First contact resolutions are defined as incident tickets that were resolved by the service desk on the same day they were created. The minimum service level is that 30% of calls will be resolved at first contact.
4. Ticket Routing Accuracy: The Service Desk aims to correctly assign all tickets we are unable to resolve at first contact to the appropriate team of specialists. The measure of performance here is the percentage of tickets assigned to specialist support groups by the Service Desk that were then resolved by that support group. Given that in many cases multiple support groups need to work on a ticket the yardstick is for this figure to be higher than 65% and no less than 60%.
Some statistics related to the Service Desk's performance can be found online: http://www.utas.edu.au/service-desk/service-desk-statistics
Authorised by the Chief Information Officer
8 January, 2013