Centrally managed teaching spaces will grow. Efficiencies are essential in order to deliver a service that is resilient and scalable. Innovative remote AV and IT technologies will be used to enable helpdesk staff to directly solve a range of technical issues without dispatching a technician.
Telephones, now being rolled out to teaching spaces allow academic staff to speak to a helpdesk operator at the touch of a button about technical issues. Technical issues which can hold up a session to the detriment of the student experience.
A pilot has shown that remotely fixing an issue rather than physically attending can result in an 80% reduction in response times for most basic issues. Creating the remote support helpdesk will require additional staff resource, technical support, equipment and network upgrades.
This project will also deliver a new support workflow between helpdesk and technicians at campus-based support sites. Instant messaging and comprehensive reporting will be in place as we take advantage of the Microsoft Teams and PowerBI tools.
Current project status
|Report Date||RAG||Budget||Effort Completed||Effort to complete|
|June 2020||GREEN||0.0 days||0.0 days||0.0|