IT Service Standards

85% of incidents resolved within five working days of being logged

To help us achieve this target, users should: 

• Attempt any reasonable steps required to help diagnose or fix an issue. This may include self-service documentation. 
• Provide current and accurate information on the nature of faults and their symptoms. 
• Advise the IT Service Desk of the impact of problems and update us if the situation changes.

85% of survey respondents rate their overall experience as 'Good' or 'Excellent'

When an incident is closed, we email all users a short survey asking how their experience has lived up to their expectations. We aim for most respondents to score us either “4 – Good” or “5 – Excellent”. 

We also ask other questions to help us improve specific aspects of our service.

70% of issues reported to IT Services are fixed by the first team to investigate the issue

Whenever you contact the IT Service Desk we aim to connect you to a team that can resolve your issue in the shortest time possible. When this is successful faults are resolved faster, and at a lower cost to the University. 

To help us achieve this target, users should: 

• Search the IT Service Desk portal for the issue you are having – many common issues have solutions available or can be reported directly to a team that can fix the issue for you. 
• Provide as much relevant information as possible when logging issues.