Centralised Service Desk UWA University Library Impetus Several

Centralised Service Desk UWA University Library

Impetus • Several avenues to report issues/request assistance: - Email Phone Right. Now (ask. UWA) Service. Now (UWA Service Desk) • Improve timeliness of responses • Lack of documentation on type and frequency of contacts • Multiple reporting of the same issue • Uncertainty over where to direct notifications/ enquiries

Assessment Advantages Disadvantages Email Direct access to staff Immediate response Staff role changes Absences Lack of monitoring facility Phone Direct access to staff Immediate response Disruptive Difficult to triage Lack of monitoring facility ask. UWA Already in use Meeting needs User friendly interface Training required for most staff License restricts concurrent use Not in use by IT UWA Service Desk Interface not user-friendly Already in use Preferred by IT Minimal staff upskilling

Selected UWA Service Desk

Implementation • Support unit and roles established • Dedicated email address created • Creation of additional/editing of current webforms • Minimal staff training conducted • Staff timetabled to monitor incoming incidents • Communication to all library staff

Outcomes • 3 500 tickets created since Jan 2015 • 34 staff trained in triaging and resolving incidents • 32 distinct areas of support • New interface soon to be released

Questions?

Thank you