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THE UK HIGHER EDUCATION SERVICE DESK TOOLKIT 2 the UK HIGHER EDUCATION LEARNING SPACE TOOLKIT Contents

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THE UK HIGHER EDUCATION SERVICE DESK TOOLKIT 2 the UK HIGHER EDUCATION LEARNING SPACE TOOLKIT Contents UCISA TOOLKIT Service Desk Toolkit The UK HigherEducation Foreword As someone who is deeply passionate about the role that service desks can play in supporting and delivering on student experience this Toolkit has been a real labour of love. In the past few years I have seen university service desks push and drive the sector forward, rising from the bottom to leading the pack and as Chair of the UCISA Support Services Group I am immensely proud of what has been achieved. However, we must not rest on our laurels and we will need to continue to use a collaborative and creative approach to continual service improvement if we are to continue to develop and deliver high quality support services. The aim of this Toolkit is to provide the UCISA community with a practical and useful reference guide that will inspire our universities to invest in the service desk. I would like to thank the numerous UCISA colleagues and others within higher education who have not only contributed to the production of this publication but have also been an amazing source of motivation and inspiration. We hope that this Toolkit will encourage many more of you to adopt good practice and implement new approaches for providing effective front line support. Sally Bogg, Head of End User Services, Leeds Beckett University Chair, UCISA Support Services Group The UK higher education sector is undoubtedly a leading light across key service desk areas such as support for bring your own device (BYOD) and utilising social media for customer engagement, and much has been done across the sector to align with service management best practice and work to improve key process maturity. In keeping with other sectors, many higher education organisations are now placing more emphasis on investing in their service desk people through a structured approach to performance management, skills profiling and service desk training. The publication of this Toolkit represents another example of a sector which favours collaboration and partnership in order to facilitate service improvement. The Service Desk Institute (SDI) is delighted to have built a strong working partnership with UCISA, enabling both organisations to engage with and serve the higher education community. The contents of this Toolkit represent the tangible, practical application of industry best practice, facilitating further service maturity and continual service improvement. This comprehensive guide is sure to become a must have resource, applicable to any service desk function across HE, regardless of size or complexity. Carla Thornley, Head of Service Desk Certification and Training The Service Desk Institute (SDI) THE UK HIGHER EDUCATION SERVICE DESK TOOLKIT 2 THE UK HIGHER EDUCATION LEARNING SPACE TOOLKIT Contents Foreword .....................................................................................................................................................................................................................1 Executive summary ..............................................................................................................................................................................................11 Why should we be interested? .........................................................................................................................................................................11 Where does this guidance come from? ........................................................................................................................................................12 Who needs to read this?.....................................................................................................................................................................................12 Toolkit contributors ..............................................................................................................................................................................................13 Acknowledgements .............................................................................................................................................................................................13 1. Core information .........................................................................................................................................................................................15 1.1 Service desk standards and targets ...........................................................................................................................................16 1.2 Contact methods .............................................................................................................................................................................18 1.3 Out of hours support ......................................................................................................................................................................18 1.4 Customers and stakeholders .......................................................................................................................................................19 2. Mission and vision ......................................................................................................................................................................................21 2.1 Vision statement ..............................................................................................................................................................................21 2.2 Mission statement ..........................................................................................................................................................................21 2.3 Core values .........................................................................................................................................................................................23 2.4 Service aspirations ...........................................................................................................................................................................24 3. Service desk structure and resourcing .................................................................................................................................................25 3.1 Organisational structures, roles and responsibilities ..........................................................................................................25 3.2 Job descriptions ................................................................................................................................................................................27 3.3 Resourcing and staffing levels .....................................................................................................................................................27 3.3.1 Shift patterns and rotas ...................................................................................................................................................28 3.3.2 Breaks and lunches ............................................................................................................................................................31 THE UK HIGHER EDUCATION SERVICE DESK TOOLKIT 3 3.4 Student placements: apprenticeships and work experience ...........................................................................................31 4. People ..............................................................................................................................................................................................................33 4.1 Recruitment and selection............................................................................................................................................................33 4.2 Induction and probation ...............................................................................................................................................................35 4.3 One to ones ........................................................................................................................................................................................35 4.4 Training ................................................................................................................................................................................................36 4.4.1 SDI Service Desk Analyst and STI Service Desk Professional ...................................................................................36 4.4.2 ITIL Foundation ......................................................................................................................................................................36 4.4.3 Internal courses .....................................................................................................................................................................36 4.5 Appraisal and performance reviews ..........................................................................................................................................37 4.6 Professional development ............................................................................................................................................................37 4.6.1 Secondments .......................................................................................................................................................................37
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