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The following is a cheat sheet of sorts for IT staff in faculties to use when dealing with a walk-in.

A walk-in is a direct request from a member of staff for IT assistance.

The Information Technology Service Delivery Model (ITSDM or SDM) became the standard mechanism for IT support activity on 15 September 2014. It is a staged mechanism requiring service consumers to make requests and report incidents through a consolidated call centre -the Staff Services Centre (SSC).

The Staff Services Centre is accessed through the phone at +64 9 923 6000 (x86000), staffservice@auckland.ac.nz, and a web link (currently: https://superuoa.custhelp.com/app/home).

It is envisaged that a large number of requests and incidents can be dealt with through automation or consolidated activities in central support areas. The ITSDM is one of a number of such mechanisms supporting the business -Finance, Student Services, etc, have other similar structures.

As of yet (17 September), the detail around what can be handled in the Staff Services Centre vs. what should be dealt with by local IT, is wanting -so the decision about what may be an appropriate response to a direct request requires some judgement.

The Staff Services Centre is primarily for staff. Student queries will be handled through the Student Contact Centre.

 

What is changing?

The SSC is now the front door for staff queries and connects academic and professional staff to information and administrative services through a single point of contact. This means that it is no longer necessary for staff to contact separate help desks, or access individual staff email addresses or phone extensions to resolve issues or request services from different areas of the University.

What do I do if I am asked to complete a job that should now be channelled through the SSC?

It is likely to take time for some staff to get used to accessing the SSC and some may contact you instead because this is the way things previously worked. Below is a suggested response for you to use when referring staff to the SSC:

    • I know you have come to me in the past for this type of thing, but the Staff Service Centre is now your first point of contact for this type of query.
    • You may have seen some information about the new SSC recently on the staff intranet, faculty intranet, VC’s Update or FAR web pages.
    • It is easy to contact the SSC – you can submit a request via the portal on the front page of the staff intranet, email staffservice@auckland.ac.nz or call them on extn 86000.
    • Here’s a sticker for your phone/computer (provide ‘Need Help’ sticker).
    • The SSC will either resolve your query directly or will send it to the right team for resolution.

What if I can help them immediately and think it is appropriate to do so?

In some cases you may feel it is appropriate to assist the staff member straight away and refer them to the SSC for future queries. Below is a suggested response for these cases:

    • Sure, I can help you with this today – I can see it’s important, you’re under time pressure….
    • Just to let you know that for future queries like this, the Staff Service Centre is now your first point of contact.
    • You may have seen some information about this recently on the staff intranet, faculty intranet, VC’s Update or FAR web pages.
    • It is easy to contact the SSC – you can submit a request via the portal on the front page of the staff intranet, email staffservice@auckland.ac.nz or call them on extn 86000.
    • Here’s a sticker for your phone/computer (provide ‘Need Help’ sticker).
    • The SSC will either resolve your query directly or will send it to the right team for resolution.

What do I do if staff keep coming to me despite me referring them to the SSC?

Some staff will be happy to take your advice and use the new service. Others may not be happy about the change, and may refuse to use the new service, putting you in a difficult position. If you find this is happening, you should escalate these concerns via your manager to your Director of Faculty Operations, who heads your faculty’s operational transition team. This team can look at additional communications that might be needed and can manage any transition issues that may be causing staff reluctance to use the SSC.

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