IT Support Mission

Our mission is to develop our service to meet and exceed customer expectations. We contribute to the success of the University through the provision of timely, high quality and professional IT support. Our service underpins the University’s strategic plan.

We achieve this through:

• Delivering a proactive, knowledgeable and reliable service at first point of contact, offering advice and support for centrally provided IT services
• Offering a variety of contact methods to suit our customers needs, including telephone, email, self-service and in person
• Supporting and developing our staff to ensure we deliver an excellent quality service
• Working with stakeholders to understand the needs of our customers
• Continually developing and improving our services and processes
• Taking positive action to  maintain a high level of customer satisfaction

Vision

We will be the single point of contact for IT related advice and support and be recognised as an excellent service provider by University staff, students and visitors.

Our Team Values

Our core values form part of our team culture and have been incorporated into our day-to-day approach to service delivery.  We pride ourselves on offering a high quality, friendly, knowledgeable and professional service.

Quality Service & Performance - We believe that customer satisfaction is central to quality and performance and we encourage customer feedback and take action on many of the suggestions we receive. We are committed to service excellence and work to deliver a professional, proactive service with every customer contact. Our people are experts in their field and are encouraged to continually update their skills to ensure we are always improving our support service and meeting the needs of our customers.

Efficient and Proactive - We understand the pressures and deadlines that our customers face at key times during the academic year and we take a flexible and proactive approach to ensure that the impact of service issues on the University are prioritised effectively.

Single Point of contact - We provide a single point of contact for all IT related queries, service requests and communications.  We will proactively communicate information relating to service delivery including service availability, planned updates, and new and improved procedures.  We are committed to providing information and support through a variety of methods including telephone, self-service, email, and in person support at our dedicated service desks.

Respect and Integrity - We build and earn respect with each other and with our customers and stakeholders, respecting each other’s way of working and individual needs and requirements.

Teamwork - We recognise the individual strengths and qualities of each person on our team and we combine our skills and knowledge to deliver a quality service to all of our customers and stakeholders.  Our people are our greatest asset and strength and success depends on all of us delivering together.