Past & Future

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’ digital self-reliance.

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.

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).

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).

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. Obtained more rights at the ICT Service Desk to provide better support (expansion).
5. Hired 4 extra dedicated ICT Service Desk employees (previously 2).
6. Separated incidents and changes to improve turnaround times.
7. Adjusted work processes following alignment with Service Management Operations (SMO).
8. Participated regularly in key user meetings (Topdesk) to maintain close collaboration.
9. Participated in projects such as Windows 11 deployment, Exchange Online migration, and contributed to Topdesk functionalities.
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.
11. 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.

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.

Please note that this is still in development and may take some time before it is fully available.

Thank you for your patience and understanding.

1. Further shift-left initiatives.
2. Improving the ICT Service Desk website, for example by optimizing the search bar and search results.
3. Consider expanding services to include a telephone ICT Service Desk or chat support.
4. Update knowledge items (add, modify, remove).
5. Separate incidents and changes to improve service delivery.
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.
7. Monitoring is crucial to enable timely action; we are currently developing a robust monitoring environment (dashboards).
8. Continuous improvement of both staff knowledge and skills as well as existing user information on the SSP and manuals pages.
9. Official launch of the ICT Service Desk at TU Delft.