From 27 August: improving the way you get help from ITS

Posted: Tue 20 Aug 2019, 4:07pm.

We closely monitor your satisfaction with IT Services and we take pride in providing the highest quality service we can. Every aspect of teaching, working and researching at Sussex depends on IT technology and it’s a great privilege to be such a key part of this unique, vibrant University. You’ve consistently told us that despite the challenges we face, our friendly staff do their best to provide quick, helpful responses when you have an IT issue or need a new service. 90% of people who contacted ITS in the last four months said they were ‘happy’ or ‘very happy’ with the service they received.

On 27 August we’ll be launching new tools and processes to further improve our service and add much more transparency to your experience of getting help from IT Services.

The red Help button on the ITS website will take you to a new page where you can track the progress of your support tickets. You’ll see where they’ve got to, any comments or replies that have been left and you’ll be able to add additional information.

When you need help, or when you request a new service or piece of equipment, you’ll see a new set of web forms that will make sure we get the right details to deal with your ticket as quickly and efficiently as possible. You’re still welcome to call or visit us in Shawcross, but these web forms are the best way to get the fastest response.

Behind the scenes, new processes in the way we handle your tickets will improve our efficiency, while the way we prioritise tickets based on impact and urgency will ensure everyone gets the same great level of service.

If you’d like to tell us about your experiences with IT Services, you can use the ITS Satisfaction Survey on our website. Your comments will help us improve our work.

Contact the IT Service Desk for support:

Visit us in Shawcross
Log a support ticket online
Call us on 01273 678090
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