Service award for St Andrews IT

Tuesday 26th February 2013
St Andrews,Courtesy START

St Andrews becomes the first UK university to receive a prestigious award for its IT provision in the form of Two-Star Service Desk accreditation from the Service Desk Institute (SDI) awarded only to only those organisations which demonstrate the best possible Information Technology Service.


University of St Andrews IT service desk team has been recognised recognised its for support to staffand students, The group which logs between 2500 and 5000 incidents a month, depending on the time of the year, can now evaluate its performance against an international framework of standards.

The accolade is a clear mark of success for the team which offers IT support to the University’s 2,000 staff and around 8,000 students through a single point of contact.

St Andrews now shares the international quality mark with organisations that include O2, Sodexo, Kent and Leicestershire County Councils. Itis only the second university worldwide, after King Abdullah University of Science and Technology, to boast the award.

Lorraine Brown, (right) University Service Desk Manager, said: “Information Technology is a fundamental part of the day-to-day life of every member of staff and student at the University. We want everyone who uses our service to have a positive experience from the moment they arrive in St Andrews.

“We believe that our 2-Star-Certification proves our commitment to offering a great service and we aim to use the programme to further aid the continuous development of our IT services.”

The 2-Star-rating was awarded to the University of St Andrews following a six month rigorous auditing programme last year. The  IT service was assessed in its leadership, policy and strategy, people management, partnerships and resources, processes, people satisfaction, customer satisfaction, performance results and Corporate Social Responsibility.

Howard Kendall, SDI’s Master Auditor, said: "It was brilliant to see a well-led team, strategically on a firm direction, and people that are clearly enthusiastic to improve.

“The project team approach to certification has borne fruit and communications, business alignment and peak demand resourcing have all improved as a result. The use of apprentices is particularly to be applauded.”
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