ACU Service Desk improvements

Published: Thursday 25th August 2016

Message from Chief Operating Officer Dr Stephen Weller: We are committed to continuously improving our services to the University community to achieve our goal of Service Excellence.

This commitment includes enhancing the service experience for staff when making service requests. With that aim in mind, I am pleased to announce changes to our ACU Service Desk processes to improve service access and service management.

From 22 August, access to services via the ACU Service Desk will be improved through the following channels:

Telephone access

When calling the ACU Service Desk (via extension 7272), you will now be able to select from menu options that will connect you directly with the following service areas: IT services; Concierge services (i.e. Properties and Facilities-related requests) and the HR Advisory Service.

On-Line access

The ACU staff homepage has been updated with a new ACU Service Desk menu that will enable you to submit service requests directly to IT, Concierge (for Properties and Facilities-related requests) and the HR Advisory Service. In the case of IT and Concierge services, you will be able to lodge your requests directly through on-line forms that will ensure they are lodged and responded to more quickly.

I encourage you to visit the staff homepage and familiarise yourself with these options.

These changed ACU Service Desk arrangements are only the first phase of what will be a broader effort to improve our service management systems and practices.

Finally, I would like to acknowledge the collaborative work of IT, Properties and Facilities, and HR in developing these new ACU Service Desk processes.

Should you have any feedback, please contact Service Matters.