04/19/2023

Curtin University is a trademark of Curtin University of TechnologyCRICOS Provider Code 00301J

Elaine Cross

Does 7 go into 1

Curtin University is a trademark of Curtin University of TechnologyCRICOS Provider Code 00301J

The Curtin IT Services Service Desk officially opened 30th November

2009.

Happy AnniversaryThe SD Team

Service Desk Celebration

Curtin University is a trademark of Curtin University of TechnologyCRICOS Provider Code 00301J

Why did we do it?

Curtin University has attained

tangible Strategic Benefits from

implementing a single IT Service

Desk

Curtin University is a trademark of Curtin University of TechnologyCRICOS Provider Code 00301J

De-Duplicated Effort

Curtin University is a trademark of Curtin University of TechnologyCRICOS Provider Code 00301J

Consistent User Experience

Full wireless supportLimited wireless support

Full AV supportLimited AV support

Call queue / overflowVoicemail

Engaged; try again

Dial 1111Dial 2222Dial 3333Dial 4444

8:00AM – 5:00PM8:30AM – 5:30PM8:30AM – 4:30PM

?

?

?

?

?

Curtin University is a trademark of Curtin University of TechnologyCRICOS Provider Code 00301J

Consistent User Experience

Full wireless support

Full AV support

Intelligent callqueuing

One stop shop Dial 9-000

7:00AM – 9:00PM(during semester)

Curtin University is a trademark of Curtin University of TechnologyCRICOS Provider Code 00301J

Foundation for Transformation

Platform

Focus

Value

ICT

to allow

on

with

Delivering

CAPABILITY

TECHNOLOGY

Curtin University is a trademark of Curtin University of TechnologyCRICOS Provider Code 00301J

What did the Project delivered?

Curtin University has a single Point

of Contact for ALL IT and AV

Services

Curtin University is a trademark of Curtin University of TechnologyCRICOS Provider Code 00301J

Combined 7 Helpdesks into 1

Call ONE

number

StatusService

offerings

Anand !

FAQWeb form

Curtin University is a trademark of Curtin University of TechnologyCRICOS Provider Code 00301J

Centrally Located Service Desk

Curtin University is a trademark of Curtin University of TechnologyCRICOS Provider Code 00301J

How did we do it?

Developed Strategies to get People

On-board, with a Solutions Focus

Curtin University is a trademark of Curtin University of TechnologyCRICOS Provider Code 00301J

How did we do it?

FacIT Mgr

Clients

Project IT Staff

Technology

PeopleProcesses

Provided solutions

Minimum standardsrequired

Critical links !

+ Location, Determination, and Marketing!

Curtin University is a trademark of Curtin University of TechnologyCRICOS Provider Code 00301J

Where to from here?

Expand knowledge-

base

Broaden contribution

Next gen collaboration

tools

Automate

Social media

Client experience

focus

Increase technical

competence

Curtin University is a trademark of Curtin University of TechnologyCRICOS Provider Code 00301J

Questions

Curtin University is a trademark of Curtin University of TechnologyCRICOS Provider Code 00301J

7 goes into 1: Why, What, How

The Single Service Desk has delivered tangible strategic benefits to Curtin

Curtin University has a single point of contact for ALL IT and AV services

We developed strategies that got key people on-board with a solutions focus

Curtin University is a trademark of Curtin University of TechnologyCRICOS Provider Code 00301J

Thank you

Elaine CrossDirector, Client Services

e.cross@curtin.edu.au