IT SERVICE DESK 13
Congratulations to the IT Service
Desk team who were finalists at
the IT Service and Support Awards
T
he team was shortlisted for Best
Small Service Desk at the awards
held by the Service Desk Institute,
on Wednesday, March 29th, showcasing
Britain’s best service and support desks
within the industry.
Keele’s team of professional IT Advisors and
Assistants are the first point of contact when
staff and students need help with various IT
services and facilities.
Sandra Gillham, IT Service Manager,
said: “As a team we thought it would be
a good idea to enter the awards this year,
because we felt it’s the right time to tell
our story about the initiatives we’ve taken
on the IT Service Desk. We believe they
have benefited our staff and students
within the Keele University community
who we support.”
As part of the award entry the team starred
in and created a video to showcase what
the IT Service Desk do and how vital their
services are to the University.
Sandra added: “Getting a bunch of camera-
shy IT professionals to make a film has been
quite fun. We don’t often take time out of our
busy day jobs to look back on what we’ve
achieved and this gave the whole team the
chance to do this.”
Speaking about the team’s successful
initiatives Sandra said: “There are two
aspects that have been really successful
including helping other service departments
utilise our ITSM tool to record enquiries,
which has in turn helped the IT Service
Desk respond to enquiries much quicker,
as now we can now pass enquiries on to
other service departments without having
to pass the person around – making it a far
slicker service for our students and staff.
“Also employing students to assist with IT
queries has certainly enabled us to increase
our opening hours and enabled us to provide
valuable work experience for our current
students – hopefully some becoming IT
Service Desk professionals in the future.”
In the finals of the Best Small Service
Desk category the Keele team were up
against NBCUniversal, a leading media
and entertainment company, and national
law firm Browne Jacobson LLP.