Past & Future

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.

Mission Vision OCC to ICT Service desk Changes in the Meantime Reports Tasks in Progress

Our Mission

  1. Predictable performance with efficient call-handling.
  2. Accessible services with user choice.
  3. Comprehensive first-line support for all ICT needs.


Our Vision

  1. Improve data quality of all ICT calls.
  2. Respond within 2 hours.
  3. Resolve calls (that can be handled directly) within 9 hours (1 working day).
  4. Embrace a “learning by doing” approach.


OCC to ICT Service desk

Being close to the end-users, we took over the management of the ICT-manuals page and transitioned several Self Service portal forms to the ICT  Service desk. As things progressed, we partnered with other ICT-departments (in line with the shift-left principle) and collaborated with for example SMO (Service management Office) .

In January 2024, we saw significant growth, which we built upon. The name OCC was changed to ICT Service desk, the handling groups were reorganized, and we set up TopDesk to manage first and second-line reports (with SD using the first line).

Changes in the Meantime

  1. Took over work of other ICT departments (shift-left principle).
  2. Introduced other categories and reports in Topdesk.
  3. Made agreements with the Service desks on the faculties, to ensure all ICT-calls reach the ICT Service desk ASAP.
  4. Obtaining more rights at the ICT Service desk, to provide better support (expansion).
  5. Participated in projects such as Windows 11, Exchange Online migration, and played a role in TopDesk functionalities.
  6. Working hours of WPS (workplace support) are shorter (08:30 – 17:00) but the ICT Service desk is available from 08:00 – 17:30.
  7. Hired 2 extra dedicated ICT Service desk employees.
  8. Strengthened collaboration with external parties (XEROX, ARP and ODIDO).

Because of the above changes, we have realized to help TU employees and Students faster and more efficiently, and we have increased productivity.

Reports

  1. Response time: The percentage of all calls marked as ‘responded’ where the objective was achieved within 2 hours of the initial submission time, with a standard of 80%. View scorecard, click here.
  2. Resolution time: The percentage of all non-escalated calls completed within 1 business day (9 hours), with a standard of 80%.
    View scorecard,      click here.
  3. Total calls resolved: The total number of calls that were resolved per week, with a standard of 80%. View scorecard, click here 

The scorecards will be updated as soon as possible for more current data and figures.

Tasks in Progress

  1. Further shift-left initiatives.
  2. Improving the ICT Service desk website, for example by optimizing the search bar and the search results.
  3. Consider expanding services to include a telephone ICT Service desk or chat support.
  4. Update knowledge items (add, modify, remove).
  5. Adjust governance and reposition the ICT Service desk within the ICT organization, moving it away from Workplace support (WPS).
  6. Collaborate with other universities (knowledge exchange).
  7. Official launch of the ICT Service Desk at TU Delft.


Timeline ICT Service Desk
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