Our Establishing the ICT Service desk at TU Delft
For some time, TU Delft had been looking to set up a skilled ICT Service desk, a need that existed from ICT and was also expressed at various faculties. Unfortunately, due to various reasons, it never came to fruition. In May 2023, an experimental ICT Service desk was launched under the name OCC. This project started with one faculty an gradually expanded to include more faculties. A dedicated OCC-team was soon established, and we began defining our own KPIs to provide more efficient support. Curious? Read more below.
Our Mission
- Predictable performance with efficient call-handling.
- Accessible services with user choice.
- Comprehensive first-line support for all ICT needs.
Timeline ICT Service Desk
March | 2023
Experiment dispatching within WPS BK, start OCC
April | 2023
Flexible staffing of OCC team
May | 2023
OCC active for WPS BK, CiTG and ME-IO
June | 2023
Own KPIs defined; Respond within 2 hours
July | 2023
OCC live for WPS (full campus)
August | 2023
Dedicated OCC team with Ricardo, Juno and Reinier
September | 2023
Started handling first-line calls from IAM (+ monthly meetings)."
November | 2023
Management of Manuals page taken over.
December | 2023
Convert Self-Service forms to ICT-Servicedesk.
January | 2024
Takeover of 1st line calls for Systems, Infra, FB Teams & SharePoint Taken over ICT calls from Servicepoints Collaboration with SMO intensified (IM, Reporting, SPM)
February | 2024
Operatorgroup ICT-WPS changed to ICT-Servicedesk
March | 2024
Making MFA flyer available. TOPdesk set up with 1st and 2nd line
May | 2024
Start 2 new dedicated ICT-Servicedesk employees
June | 2024
Making holiday flyer available
July | 2024
Launch of ICT-Servicedesk website
October | 2024
Establishing and optimizing KPIs to improve service delivery.
November | 2024
Setting up an internal knowledge base within the framework of consistent communication with the customer.
December | 2024
Part of SMO instead of WPS — Start distinguishing between incidents and service requests to improve incident throughput time and streamline simple resolutions.
January | 2025
Start improving SSP (Self-Service Portal) / knowledge articles.
March | 2025
Improving the categorization of tickets.