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INFORMATION SERVICES

IT Service Desk – We welcome your Feedback

The IT Service Desk takes pride in delivering a high-quality service to all its customers.  We continuously try to improve our services and we value any feedback that will help us to do this. 

All feedback is reviewed on a monthly basis, which helps to develop the services that work best for you, so please let us know what you think.  Praise, suggestions and complaints received by us are published at the end of each academic year on the IT Service Desk webpage.

It is acknowledged that from time to time our customers may feel that our normally high standards fall short. 

Process Overview

Praise

If you are happy with the service you have received from us please let us know.  Either email itservicedesk@qub.ac.uk with the subject heading “‘Praise” or log onto http://go.qub.ac.uk/itsupport and select the Feedback option.    This will generate an IT Service Desk call with a unique reference, which will be allocated to the IT Service Desk Manager for action.

Suggestion

If you wish to offer a suggestion, please let us know.  Either email itservicedesk@qub.ac.uk with the subject heading “‘Suggestion” or log onto http://go.qub.ac.uk/itsupport and select the Feedback option.    This will generate an IT Service Desk call with a unique reference, which will be allocated to the IT Service Desk Manager for action.

Complaint

If you feel you need to raise a complaint, either email itservicedesk@qub.ac.uk with the subject heading “‘Complaint” or logon to http://go.qub.ac.uk/itsupport and select the Feedback option.  This will generate an IT Service Desk call with a unique reference, which will be allocated to the IT Service Desk Manager for action.

How we process and deal with your grievance

Receive and classify

Your complaint will be recorded and classified according to the urgency and/or severity of the complaint.

  • Level One (L1): L1 complaints have the potential to impact highly on the University as a whole. The University's reputation or ability to do business may be affected if the complaint is not dealt with quickly, and in a satisfactory manner.
  • Level Two (L2): L2 complaints are seen to be non-urgent or having an impact at a lower level than a L1 complaint. L2 complaints may affect an individual, a school, or a department, but not the University as a whole.

Acknowledge

You will receive a written acknowledgement within one (1) working day, containing an expectation of when you will receive a response, and to whom we have assigned your complaint.

Investigate        

All aspects of your complaint will be investigated thoroughly to ensure that key facts are identified and clarified.  If required, you will be contacted to obtain further information relevant to the complaint or for further clarification of any issues you may have raised.  The complaint's priority will determine the timescale for the investigation.

We will attempt to resolve Level 1 complaints within five (5) working days. In exceptional circumstances this can be extended to up to 10 working days.

If a complaint is deemed to be complex or high risk it will be dealt with as a Level 2 complaint, in which case a resolution will be sought within 20 days.

Resolve and confirm

This stage will ensure that any final resolution is clear and fair.

  • L1 complaint: A senior member of Information Services management team will confirm any action and resolution relating to your complaint.
  • L2 complaint: The IT Service Desk Manager will confirm any action and resolution relating to your complaint.

Customer Communication

We will provide you with a clearly explained resolution, either verbal and/or written, within an agreed timescale as defined by the complaint's priority.

If you require a verbal explanation, a suitable date, time and venue to apprise you of our resolution to your complaint will be mutually agreed.

Follow up           

We will contact you to ensure you are satisfied with the resolution to your complaint.  If not, the complaint will be re-investigated to ensure that we have treated you fairly and without bias.

The follow up process will determine whether you are satisfied with the response to your complaint and whether the complaint was handled properly and fairly. 

If you are still unhappy at this stage, refer to the University's complaint procedure

Lessons Learned

We will ensure that the University is aware of complaints and any underlying issues, and the IT Service Desk, Continual Service Improvement Plan (CSIP) will be updated to ensure that there are no recurrences of your grievance.

Version 1: 15 Nov 2019