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About Us
Our Vision
Continuously learning, developing and improving in all that we do through shared values:
- Respect for, and a strong focus on the needs of those whom we communicate and work with.
- Effective cooperation and collaboration within the department and with colleagues across the University.
- Maintaining high levels of professional competence and technical knowledge.
- Being open minded and fair in all our activities and relationships.
Our Aim
The aim of the department is to capitalise, as much as possible, on the University's investment in infrastructure and systems in order to provide improvements in all service areas, from the management of the data network to the provision of services such as the Pay2Print service for students. Between the two extremes is a wide spectrum of activity which will be improved in consultation with users.How are we structured?
Head of Department is Director of Information & Communication Services, Tom Mortimer.
Operating as two complementing business areas the work of the department is carried out by Business Services and Infrastructure.
- Infrastructure
- Assistant Director - Jean Keighren
- Business Services
- Assistant Director - Ellen Keir
How do we work with Colleges and Directorates?
At a strategic level:
Each College, Student & Academic Support Service (SASS) Directorate and DUSA has an ICS Link Manager. ICS Link Managers are the first point of contact for general issues and provide a basis for future service developments tailored to the individual needs of their clients.
At an operational level:
The development of our services and response to service requests and incidents rely on our relationships with Colleges and Directorates at an operational level. We have formalised and established two types of contact that help with this:
- Local Analysts
These are staff who have a direct technical support role within their organisational unit.
- Local Support Contacts
These are staff whose remit may include an IT support role. They may act as a central point of contact for their organisational unit to raise IT incidents and requests. This role can be carried out by anyone who has a good working knowledge of their organisational unit.
How are day-to-day issues, questions and service requests resolved/actioned?
The Service Desk is the single point of contact for day-to-day issues, questions and service requests, however users should continue to use their local IT arrangements as normal.
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