About us

The IT Services Centre is responsible for the provision of IT-related Service Desks functions, including fault recording, diagnosis and incident resolution. This is delvered for all IS services and for other areas of the University where a service desk service is requested.

The IT Services Centre manages all first-level IT support for staff and provides enhanced support for students of the University. If incident escalation is required, this will be directed to the appropriate support group which has the relevant expertise in Information Services. The Service Desk will will provide an integrated set of IT-related Service Desk services for staff and students.

The key goals for this Group in 2007 are to:

• develop and implement an agreed ITSM framework, standards and processes for Remedy, the Knowledge Base and IT services from other ITUS Groups and Programs within IS
• manage the University-wide implementation of the Remedy system
• deliver the IT Service Desk, Themis Service Desk and Telephony Services functions
• deliver a well-defined and integrated client service notifications & announcements process
• operate telephony systems to control the call queuing for the Services Centre teams