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Does 7 go into 1. Elaine Cross. Service Desk Celebration. The Curtin IT Services Service Desk officially opened 30 th November 2009. Happy Anniversary. The SD Team. Why did we do it?. - PowerPoint PPT Presentation
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04/19/2023
Curtin University is a trademark of Curtin University of TechnologyCRICOS Provider Code 00301J
Elaine Cross
Does 7 go into 1
Curtin University is a trademark of Curtin University of TechnologyCRICOS Provider Code 00301J
The Curtin IT Services Service Desk officially opened 30th November
2009.
Happy AnniversaryThe SD Team
Service Desk Celebration
Curtin University is a trademark of Curtin University of TechnologyCRICOS Provider Code 00301J
Why did we do it?
Curtin University has attained
tangible Strategic Benefits from
implementing a single IT Service
Desk
Curtin University is a trademark of Curtin University of TechnologyCRICOS Provider Code 00301J
De-Duplicated Effort
Curtin University is a trademark of Curtin University of TechnologyCRICOS Provider Code 00301J
Consistent User Experience
Full wireless supportLimited wireless support
Full AV supportLimited AV support
Call queue / overflowVoicemail
Engaged; try again
Dial 1111Dial 2222Dial 3333Dial 4444
8:00AM – 5:00PM8:30AM – 5:30PM8:30AM – 4:30PM
?
?
?
?
?
Curtin University is a trademark of Curtin University of TechnologyCRICOS Provider Code 00301J
Consistent User Experience
Full wireless support
Full AV support
Intelligent callqueuing
One stop shop Dial 9-000
7:00AM – 9:00PM(during semester)
Curtin University is a trademark of Curtin University of TechnologyCRICOS Provider Code 00301J
Foundation for Transformation
Platform
Focus
Value
ICT
to allow
on
with
Delivering
CAPABILITY
TECHNOLOGY
Curtin University is a trademark of Curtin University of TechnologyCRICOS Provider Code 00301J
What did the Project delivered?
Curtin University has a single Point
of Contact for ALL IT and AV
Services
Curtin University is a trademark of Curtin University of TechnologyCRICOS Provider Code 00301J
Combined 7 Helpdesks into 1
Call ONE
number
StatusService
offerings
Anand !
FAQWeb form
Curtin University is a trademark of Curtin University of TechnologyCRICOS Provider Code 00301J
Centrally Located Service Desk
Curtin University is a trademark of Curtin University of TechnologyCRICOS Provider Code 00301J
How did we do it?
Developed Strategies to get People
On-board, with a Solutions Focus
Curtin University is a trademark of Curtin University of TechnologyCRICOS Provider Code 00301J
How did we do it?
FacIT Mgr
Clients
Project IT Staff
Technology
PeopleProcesses
Provided solutions
Minimum standardsrequired
Critical links !
+ Location, Determination, and Marketing!
Curtin University is a trademark of Curtin University of TechnologyCRICOS Provider Code 00301J
Where to from here?
Expand knowledge-
base
Broaden contribution
Next gen collaboration
tools
Automate
Social media
Client experience
focus
Increase technical
competence
Curtin University is a trademark of Curtin University of TechnologyCRICOS Provider Code 00301J
Questions
Curtin University is a trademark of Curtin University of TechnologyCRICOS Provider Code 00301J
7 goes into 1: Why, What, How
The Single Service Desk has delivered tangible strategic benefits to Curtin
Curtin University has a single point of contact for ALL IT and AV services
We developed strategies that got key people on-board with a solutions focus
Curtin University is a trademark of Curtin University of TechnologyCRICOS Provider Code 00301J
Thank you
Elaine CrossDirector, Client Services