The University of St Andrews has become the first university in the UK, and the second in the world, to be accredited with 3-star service desk certification from the Service Desk Institute (SDI).
The 3-star rating was awarded following an eighteen month auditing programme by the SDI, Europe’s only support network for IT service desk professionals and leading authority on IT support issues, which noted a significant improvement in the scores each time.
During each audit, nine concept areas were measured covering all aspects of IT Services including leadership skills, policy and strategy, people management, partnerships and resources, people satisfaction, performance results and social responsibility.
The University of St Andrews's IT service desk team logs between 4000 and 8000 incidents a month, offering support to the university’s 2000 staff and 8000 students, through a single point of contact.? ?
On being awarded 3-star accreditation, Lorraine Brown, the University of St Andrews's service desk manager, said: “IT is a fundamental part of every member of staff and every student’s day to day life at the university and we want everyone who uses our service to have a positive experience from the moment they arrive in St Andrews.
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"We believe that our 3-star certification proves our commitment to offering a great service and we aim to use the programme to further aid the continuous development of our IT services.”
The SDI’s audit evaluates service desk operations against an internationally accepted global standard for best practice, providing companies with a benchmark to form a baseline for service improvements.
Howard Kendall, SDI’s master auditor, who presented the 3-star award to the IT Services team, commented: ??"After achieving 2-star SDI certification in 2013, it is highly rewarding to see that the excellent strategy and leadership in place at SAITS is playing a major part progressing the service to a 3-star customer-led level of maturity.
"Quality leadership combined with a new location for the service desk, the appointment of a business relationship manager, the implementation on a carefully planned customer experience feedback programme and the on-going enthusiasm and high morale of staff is clearly bearing fruit. I’m delighted to see St Andrews embracing continuous service improvement and shall continue to follow them on their journey."