Our Service Standards
As the central contact point for all CSU IT services, we are committed to providing you with an effective client focussed service. When you deal with the IT Service Desk, we will
- Be courteous, honest and helpful
- Identify ourselves in all communications
- Not use technical jargon
- Assist you to a standard first response commitment
- Advise you of the next stages or processes that will occur after the call ends
- Direct incorrect calls or emails to the right area of CSU
- Respond quickly and accurately to requests
- Treat your complaints seriously
- Interpret and escalate urgent issues
- Put a message up on phones if a major problem
- Respond to all emails with an acknowledgement of receipt
- If requested, provide advice to you of where your job is in a queue, and a rough idea of how long it might take to resolve.
- Consider the Divisions “Core and non-core” and policy while doing all of this