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Improving IT Support Centre call wait times

10 Jul 2020

Expanded IT Support Centre team to help take your calls from Thursday 23 July

As you may be aware, waiting times on the IT Support Centre phone lines can fluctuate. At the moment, the current combination of the Microsoft Office 365 rollout and the remote working needs of University staff and students has meant that the call waiting times are longer than usual.  

To address this, IT Services are working with their strategic delivery partner HCL Technologies, to help reduce call waiting times. Seven additional staff based in Poland will shortly join the IT Support Centre team, answering calls on the same IT Support Centre phone number and helping University colleagues and students work through the requests which come into our Support Centre every day.  

Initially, the additional staff will be prioritising queries around Microsoft Office 365 and Windows 10, however the intention is to build up the knowledge and capabilities required to enable them to deal with queries about other business-as-usual topics including IT accounts, GlobalProtect VPN, Duo (2-factor authentication), shared areas and all the other usual IT queries from Monday to Friday between 8am and 5pm. The out-of-hours service will continue 'as-is' at all other times.

In addition, having colleagues based on two sites will enable better business continuity in the case of situations where Manchester-based staff are unavailable. 

Our new Support Centre colleagues are more than halfway through their training, and the current plan is for them to start taking calls on Thursday 23 July.  

More information