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IT Support Portal – Thank you for all your feedback so far

06 Jun 2019

We are modernising and improving the way we operate and deliver IT services

In April, we launched a new online IT help and support channel, 'Support Portal'. This replaced the previous online support service, allowing our staff and students to do everything they could do before, but with more ease and efficiency. Prior to launch lots of people across the University were approached to discuss their needs and expectations. Focus groups were held as well as extensive user testing and training.

Watch our video to explain more on the Project and approach:

Since the Support Portal has been live there has been an active survey to allow us to understand how we can use feedback to further improve and enhance the overall user experience online. So far 440 people have responded to our survey, sharing valuable feedback and suggestions. IT Services colleagues wanted to take this opportunity to say thank you for all the comments. All comments are being considered and factored into how we improve into the future. Some of the ways we are taking this forward include:

  • Creation of additional request forms based on staff and student feedback
  • Expansion on existing forms to provide staff and students with more options within these categories, including a way to report a general issue related to these categories
  • Automation of some requests, where possible
  • Integration with other University systems
  • Creation of a Configuration Management Database

We continue our request for feedback and the Project will be visiting a number of locations to capture direct feedback from staff. If you have further feedback to share there is still plenty of time to complete the survey: