Universities improving their student experience…

Posted on Wednesday 21 October 2020.

Universities (both staff and students) are not having an easy time at the moment. Successfully navigating everybody through a global pandemic isn’t something anyone has ample experience in (yes, it’s… ‘unprecedented!’)

One reliable and constant service that Universities are able to offer and even improve upon during this time is their IT support service experience.

SDI Insight collected by Senior Research Analyst Scarlett Bayes, shows that since 2016, the proportion of Higher Education service desks offering digital support channels such as self-service and even chatbots has dramatically increased. And a significant proportion expect this to continue to increase overtime. (Higher Education Benchmarking Report, SDI Insight, 2020)

Universities need to be at the forefront of technological advancements in order to provide students and staff with a service that suits their rapidly developing needs and expectations. More than ever, University service desks need to cater to their customers in a digital landscape, and Higher Education may just be the best industry suited to do so…

One popular route used by many University IT Services to help ensure service is efficient and effective, and provides the tools necessary to prepare for the future is SDI’s Service Desk Certification.  SDI’s Service Desk Certification (SDC) programme is the only industry, standards based accreditation programme designed specifically to certify service desk quality.

Higher Education Sector: Which of the following best practice standards or frameworks have you adopted?

Higher Education Benchmarking Report, SDI Insight, 2020

“I wanted something that would help us recognise our achievements and guide us on how to improve further. The SDI Certification was just what we were looking for.” 
IT Service Operations Manager, Bournemouth University.

The first step in the SDC programme is the two day Service Desk Assessment which will provide you with objective feedback from experts who help create the latest ‘Global Best Practice Standard For Service Desk.  The Assessment can now be delivered virtually over two days, after which you will receive a bespoke service report and improvement roadmap as well as feedback on your current  service maturity level; a powerful way to help enhance the student experience. This can be used either to work towards achieving ‘Service Desk Certification’ or as a service improvement plan in its own right.

“The team has really benefited from Certification. We now have a joined up central IT team that is providing a fantastic service to our customers on behalf of the University.”
IT User Support Operations Manager, Canterbury Christchurch
Read Canterbury Christchurch University’s story >>

The Virtual Assessment is designed to provide an organisation with a baseline of its current service operation measured against each of the nine concepts from the SDI Best Practice Standard. It helps an organisation to identify areas for improvement to existing operations and highlights the possible risk factors that need addressing.

To find out why you should join the other certified University service desks or to ask us any questions about the virtual Assessment or Service Improvement, please use the form to contact us below.

Service Desk Assessment Enquiry



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