Remote working: making IT happen

In the two weeks leading up to the University moving to restricted campus operations, a staggering 2,531 staff registered for Remote Access Services. Over the course of a week, at our ITS GO sessions, we helped an estimated 1,000 members of staff make sure they were prepared to work from home.

A huge collaborative effort across all of our teams helped ready the University for remote working, to ensure that University operations could continue as normally as possible.

Last month 11,642 calls were opened with the IT Service Desk. Compared to just 9,000 in March 2019, we are understandably dealing with a much higher volume at the moment. Despite these high volumes, we fix 70% at the first point of contact and 88% within 5 days, with an average resolution time of 2.74 days. This is a fantastic achievement given the upheaval of moving the Service Desk to remote working and IT staff, like you, are getting to grips with new ways of working.

There are some calls however, that we just can’t fix remotely. With restricted operations, we are unable to carry out any work on campus unless it is absolutely essential, for example:

•             fixing a server that stores thousands of people’s work
•             ensuring our remote access and communications services continue to work
•             supporting members of our academic community working on COVID-19 related research

So that we can better manage your calls, we will close any that we cannot fix remotely. We will let you know that we can’t fix it, then close the call.  We know this isn’t ideal but it is important that we all follow the guidelines to stay home and stay safe. Once campus reopens, if the issue continues to cause you problems, please report it as a new fault at itservicedesk.bham.ac.uk and we’ll sort it out.

We are also introducing a new process to help us with a backlog of open calls where we have asked for more information to help us resolve the issue, but we haven’t received a reply. In these cases, we will send automated notification emails asking for the outstanding information. If, after three reminders, we haven’t heard back, we will assume that help is no longer needed and we will close the call.

Places to go for IT Services support

If you’re experiencing any problems, check this page first. Here, we provide information on any services with known current issues as well as notifications of upcoming scheduled maintenance and known workarounds.

This is where we share helpful information and tips, as well as provide status updates, and occasional light entertainment!

The fountain of IT support knowledge. Here, you can easily search for support. If you can’t find information to help you fix a problem, this is where you can log a call with us and track the status of any calls you’ve opened. You’ll easily find remote working support here, too.

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