{"id":1869,"date":"2024-07-05T14:34:29","date_gmt":"2024-07-05T13:34:29","guid":{"rendered":"https:\/\/ict-servicedesk.tudelft.nl\/?page_id=1869"},"modified":"2025-07-04T09:23:18","modified_gmt":"2025-07-04T08:23:18","slug":"past-future","status":"publish","type":"page","link":"https:\/\/ict-servicedesk.tudelft.nl\/nl\/past-future\/","title":{"rendered":"Verleden & Toekomst"},"content":{"rendered":"
\n \n
\n \n \n
\n
\n \n
\n \n
\n
\n \n \n
\n \n
\n \n \n
\n

Our Establishing the ICT Service desk at TU Delft<\/strong><\/h4>\n

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.<\/span><\/p>\n <\/div>\n <\/div>\n <\/div>\n <\/div>\n <\/div>\n <\/div>\n <\/div>\n

\n \n
\n \n
\n
\n \n \n
\n \n
\n \n
\n \n \n <\/path>\n <\/svg><\/span> Mission<\/span><\/a>\n \n \n <\/path>\n <\/svg><\/span> Vision<\/span><\/a>\n \n \n <\/path>\n <\/svg><\/span> OCC to ICT Service desk<\/span><\/a>\n <\/path><\/svg><\/span> Changes in the Meantime<\/span><\/a>\n \n \n <\/path>\n <\/svg><\/span> Reports<\/span><\/a>\n \n\n\t<\/path>\n<\/g>\n<\/svg>\n<\/span> Tasks in Progress<\/span><\/a>\n <\/div>\n
\n \n
\n \n
\n \n
\n \n \n

Our Mission<\/span><\/h4>\n <\/div>\n <\/div>\n
\n \n \n
\n

We provide reliable, expert, and customer-focused ICT support to all users within the organization. We ensure that everyone can use digital resources without interruption, allowing them to focus on their core tasks.<\/strong><\/p>\n

Focus on:<\/span><\/p>\n

    \n
  1. Predictable performance with efficient call handling.<\/span><\/li>\n
  2. Accessible services offering users a range of options.<\/span><\/li>\n
  3. Comprehensive first-line support and partial second-line support for all ICT needs.<\/span><\/li>\n <\/ol>\n

    \n
    \n <\/p>\n <\/div>\n <\/div>\n <\/div>\n <\/div>\n

    \n \n
    \n \n
    \n \n
    \n \n \n

    Our Vision<\/span><\/h4>\n <\/div>\n <\/div>\n
    \n \n \n
    \n

    Our ICT Service Desk is evolving into a proactive, expert, and service-oriented partner within the organization. We strive for continuous improvement, maximum customer satisfaction, and increasing users\u2019 digital self-reliance.<\/strong><\/p>\n

    We emphasize development towards skilled, even expert-level support, with a strong focus on proactivity, customer-centricity, and self-service\/automation. By leveraging automation and self-service, we reduce wait times and enhance user satisfaction. This approach aligns well with modern trends such as Shift Left, automation, and user empowerment.<\/span><\/p>\n

    We respond within 2 hours and initiate experiments or investigations within 1 hour. Incidents that can be resolved immediately are addressed within 9.5 hours (one business day).<\/span><\/p>\n <\/div>\n <\/div>\n <\/div>\n <\/div>\n

    \n \n
    \n \n
    \n \n
    \n \n \n

    OCC to ICT Service desk<\/span><\/h4>\n <\/div>\n <\/div>\n
    \n \n \n
    \n

    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) .<\/span><\/p>\n

    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).<\/span><\/p>\n <\/div>\n <\/div>\n <\/div>\n <\/div>\n

    \n \n
    \n \n
    \n \n
    \n \n \n

    Changes in the Meantime<\/span><\/h4>\n <\/div>\n <\/div>\n
    \n \n \n
    \n
      \n
    1. Took over work of other ICT departments (shift-left principle).<\/span><\/li>\n
    2. Introduced other categories and reports in Topdesk.<\/span><\/li>\n
    3. Made agreements with the Service desks on the faculties to ensure all ICT calls reach the ICT Service Desk ASAP.<\/span><\/li>\n
    4. Obtained more rights at the ICT Service Desk to provide better support (expansion).<\/span><\/li>\n
    5. Hired 4 extra dedicated ICT Service Desk employees (previously 2).<\/span><\/li>\n
    6. Separated incidents and changes to improve turnaround times.<\/span><\/li>\n
    7. Adjusted work processes following alignment with Service Management Operations (SMO).<\/span><\/li>\n
    8. Participated regularly in key user meetings (Topdesk) to maintain close collaboration.<\/span><\/li>\n
    9. Participated in projects such as Windows 11 deployment, Exchange Online migration, and contributed to Topdesk functionalities.<\/span><\/li>\n
    10. Working hours of WPS (Workplace Support) are shorter (08:30 – 17:00), but the ICT Service Desk is available from 08:00 – 17:30.<\/span><\/li>\n
    11. Strengthened collaboration with external parties (XEROX, ARP, and ODIDO).<\/span><\/li>\n <\/ol>\n

      Because of the above changes, we have realized to help TU employees and Students faster and more efficiently, and we have increased productivity.<\/span><\/p>\n <\/div>\n <\/div>\n <\/div>\n <\/div>\n

      \n \n
      \n \n
      \n \n
      \n \n \n

      Reports<\/span><\/h4>\n <\/div>\n <\/div>\n
      \n \n \n
      \n

      We are currently working on setting up a live data visualization page that will allow users to view up-to-date insights into key ICT Service Desk performance metrics. This page will provide real-time figures and scorecards to give a clear overview of our performance against targets.<\/span><\/p>\n

      Please note that this is still in development and may take some time before it is fully available.<\/span><\/p>\n

      Thank you for your patience and understanding.<\/span><\/p>\n <\/div>\n <\/div>\n <\/div>\n <\/div>\n

      \n \n
      \n \n
      \n \n
      \n \n \n

      Tasks in Progress<\/span><\/h4>\n <\/div>\n <\/div>\n
      \n \n \n
      \n
        \n
      1. Further shift-left initiatives.<\/span><\/li>\n
      2. Improving the ICT Service Desk website, for example by optimizing the search bar and search results.<\/span><\/li>\n
      3. Consider expanding services to include a telephone ICT Service Desk or chat support.<\/span><\/li>\n
      4. Update knowledge items (add, modify, remove).<\/span><\/li>\n
      5. Separate incidents and changes to improve service delivery.<\/span><\/li>\n
      6. Customer feedback is essential; we are therefore actively working to enhance this in order to improve overall satisfaction and to listen to and act on user experiences.<\/span><\/li>\n
      7. Monitoring is crucial to enable timely action; we are currently developing a robust monitoring environment (dashboards).<\/span><\/li>\n
      8. Continuous improvement of both staff knowledge and skills as well as existing user information on the SSP and manuals pages.<\/span><\/li>\n
      9. Official launch of the ICT Service Desk at TU Delft.<\/span><\/li>\n <\/ol>\n <\/div>\n <\/div>\n <\/div>\n <\/div>\n <\/div>\n <\/div>\n <\/div>\n <\/div>\n <\/div>\n <\/div>\n <\/div>\n <\/div>\n
        \n \n \n
        \n \n
        \n \n
        \n \n
        \n
        \n \n \n
        \n \n
        \n \n \n
        \n

        Timeline ICT Service Desk<\/span><\/p>\n <\/div>\n <\/div>\n

        \n \n
        \r\n \r\n \r\n \r\n
        \r\n
        \r\n
        \r\n
        \r\n \r\n \r\n
        \r\n
        \r\n
        \r\n
        \r\n

        March | 2023 <\/p>\r\n

        Experiment dispatching within WPS BK, start OCC <\/p>\r\n <\/div>\r\n <\/div>\r\n <\/div>\r\n <\/div>\r\n \r\n \r\n

        \r\n
        \r\n
        \r\n
        \r\n

        April | 2023 <\/p>\r\n

        Flexible staffing of OCC team <\/p>\r\n <\/div>\r\n <\/div>\r\n <\/div>\r\n <\/div>\r\n \r\n \r\n

        \r\n
        \r\n
        \r\n
        \r\n

        May | 2023 <\/p>\r\n

        OCC active for WPS BK, CiTG and ME-IO <\/p>\r\n <\/div>\r\n <\/div>\r\n <\/div>\r\n <\/div>\r\n \r\n \r\n

        \r\n
        \r\n
        \r\n
        \r\n

        June | 2023 <\/p>\r\n

        Own KPIs defined; Respond within 2 hours <\/p>\r\n <\/div>\r\n <\/div>\r\n <\/div>\r\n <\/div>\r\n \r\n \r\n

        \r\n
        \r\n
        \r\n
        \r\n

        July | 2023 <\/p>\r\n

        OCC live for WPS (full campus) <\/p>\r\n <\/div>\r\n <\/div>\r\n <\/div>\r\n <\/div>\r\n \r\n \r\n

        \r\n
        \r\n
        \r\n
        \r\n

        August | 2023 <\/p>\r\n

        Dedicated OCC team with Ricardo, Juno and Reinier <\/p>\r\n <\/div>\r\n <\/div>\r\n <\/div>\r\n <\/div>\r\n \r\n \r\n

        \r\n
        \r\n
        \r\n
        \r\n

        September | 2023 <\/p>\r\n

        Started handling first-line calls from IAM (+ monthly meetings).\" <\/p>\r\n <\/div>\r\n <\/div>\r\n <\/div>\r\n <\/div>\r\n \r\n \r\n

        \r\n
        \r\n
        \r\n
        \r\n

        November | 2023 <\/p>\r\n

        Management of Manuals page taken over. <\/p>\r\n <\/div>\r\n <\/div>\r\n <\/div>\r\n <\/div>\r\n \r\n \r\n

        \r\n
        \r\n
        \r\n
        \r\n

        December | 2023 <\/p>\r\n

        Convert Self-Service forms to ICT-Servicedesk. <\/p>\r\n <\/div>\r\n <\/div>\r\n <\/div>\r\n <\/div>\r\n \r\n \r\n

        \r\n
        \r\n
        \r\n
        \r\n

        January | 2024 <\/p>\r\n

        Takeover of 1st line calls for Systems, Infra, FB Teams & SharePoint\r\nTaken over ICT calls from Servicepoints\r\nCollaboration with SMO intensified (IM, Reporting, SPM) <\/p>\r\n <\/div>\r\n <\/div>\r\n <\/div>\r\n <\/div>\r\n \r\n \r\n

        \r\n
        \r\n
        \r\n
        \r\n

        February | 2024 <\/p>\r\n

        Operatorgroup ICT-WPS changed to ICT-Servicedesk <\/p>\r\n <\/div>\r\n <\/div>\r\n <\/div>\r\n <\/div>\r\n \r\n \r\n

        \r\n
        \r\n
        \r\n
        \r\n

        March | 2024 <\/p>\r\n

        Making MFA flyer available.\r\nTOPdesk set up with 1st and 2nd line <\/p>\r\n <\/div>\r\n <\/div>\r\n <\/div>\r\n <\/div>\r\n \r\n \r\n

        \r\n
        \r\n
        \r\n
        \r\n

        May | 2024 <\/p>\r\n

        Start 2 new dedicated ICT-Servicedesk employees <\/p>\r\n <\/div>\r\n <\/div>\r\n <\/div>\r\n <\/div>\r\n \r\n \r\n

        \r\n
        \r\n
        \r\n
        \r\n

        June | 2024 <\/p>\r\n

        Making holiday flyer available <\/p>\r\n <\/div>\r\n <\/div>\r\n <\/div>\r\n <\/div>\r\n \r\n \r\n

        \r\n
        \r\n
        \r\n
        \r\n

        July | 2024 <\/p>\r\n

        Launch of ICT-Servicedesk website <\/p>\r\n <\/div>\r\n <\/div>\r\n <\/div>\r\n <\/div>\r\n \r\n \r\n

        \r\n
        \r\n
        \r\n
        \r\n

        October | 2024 <\/p>\r\n

        Establishing and optimizing KPIs to improve service delivery. <\/p>\r\n <\/div>\r\n <\/div>\r\n <\/div>\r\n <\/div>\r\n \r\n \r\n

        \r\n
        \r\n
        \r\n
        \r\n

        November | 2024 <\/p>\r\n

        Setting up an internal knowledge base within the framework of consistent communication with the customer. <\/p>\r\n <\/div>\r\n <\/div>\r\n <\/div>\r\n <\/div>\r\n \r\n \r\n

        \r\n
        \r\n
        \r\n
        \r\n

        December | 2024 <\/p>\r\n

        Part of SMO instead of WPS \u2014 Start distinguishing between incidents and service requests to improve incident throughput time and streamline simple resolutions. <\/p>\r\n <\/div>\r\n <\/div>\r\n <\/div>\r\n <\/div>\r\n \r\n \r\n

        \r\n
        \r\n
        \r\n
        \r\n

        January | 2025 <\/p>\r\n

        Start improving SSP (Self-Service Portal) \/ knowledge articles. <\/p>\r\n <\/div>\r\n <\/div>\r\n <\/div>\r\n <\/div>\r\n \r\n \r\n

        \r\n
        \r\n
        \r\n
        \r\n

        March | 2025 <\/p>\r\n

        Improving the categorization of tickets. <\/p>\r\n <\/div>\r\n <\/div>\r\n <\/div>\r\n <\/div>\r\n \r\n \r\n

        \r\n
        \r\n
        \r\n
        \r\n

        April | 2025 <\/p>\r\n

        Start with improved categories in Topdesk for reporting purposes | improve processes to reduce turnaround and resolution times <\/p>\r\n <\/div>\r\n <\/div>\r\n <\/div>\r\n <\/div>\r\n \r\n \r\n

        \r\n
        \r\n
        \r\n
        \r\n

        May | 2025 <\/p>\r\n

        Begin customer satisfaction research \/ improve reporting | develop dashboards for monitoring <\/p>\r\n <\/div>\r\n <\/div>\r\n <\/div>\r\n <\/div>\r\n \r\n \r\n

        \r\n
        \r\n
        \r\n
        \r\n

        June | 2025 <\/p>\r\n

        Vacancy posted for 2 additional Service Desk employees <\/p>\r\n <\/div>\r\n <\/div>\r\n <\/div>\r\n <\/div>\r\n \r\n <\/div>\r\n <\/div>\r\n <\/div>\r\n <\/div> \r\n