The University of Auckland
Thursday 4 October 2018
Concurrent Session 4A
Striving For Excellence Across Diverse Services
The Staff Service Centre was launched in 2014 to be a single port of call for all – all service requests or knowledge queries for teaching & learning & research staff , and staff who support those staff. This was IT focussed to begin with as a quasi service desk but expanded to incorporate first contact resolution where feasible for HR ; Property; Campus Life ; Research ; Shared Transaction Centre ; Finance amongst others.
The SSC has grown to be responsible for a knowledge base with over 25,000 hits per month and an IT ticket transaction volumes of 60,000 per year and Non-IT service tickets at 50,000 per year the SSC also coordinates customer feeback statistics and verbatim feeback and trends for service providers to act on in constant collaborative service improvement. This is the story of our journey and future focus.
Cabin Crew Division Manager with Air NZ for 25 years moved into tertiary sector five years ago; working in the organisational performance and Improvement division as Service Improvement Manager working with and between service division providers and faculty and other internal customers, focussing on the provision of tier zero and one knowledge and primary support and the analytic support for more specialised teams as to work flow optimisation and customer feedback generating collaborative improvement.