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'average speed to answer' statistics throughout the day, I believe customers will adjust to contacting us for support at more convenient times of the day for them such as early in the morning or late in the evening. As a team we obviously have to constantly monitor the trends for contact to our Service Desk and ensure we always have adequate resources available when/ where our customers require them.
What challenges do you see in the future? At StudentCom, we would always say that we have our 'fi nger on the pulse' when it comes to new technology and the latest trends. We invest a lot of time and research to keep ahead of our customers. But students adopt new technology at a blazing pace, and there is a great buzz within IT generally regarding 'the internet of things.' Exactly what impact this will have on us here at StudentCom, is up for debate but we greatly look forward to the challenge.
or corrupted web-browsers, or helping users update their device hardware drivers. For international students for
What are the typical issues you have to deal with? Typical issues can range from simply changing a user’s device’s IP and DNS set ings from their static home confi guration to utilise our dynamic network connection. This can be a quick win as it takes only a few clicks to resolve the problem for a user. Other common problems can include diagnosing software issues with anti-virus
whom English is not their fi rst language, contacting a Technical UK Service Desk can be daunting. Computing language is not particularly functional when fi rst learning English so phrases like 'hover your mouse above the icon' can be diffi cult to convey. The team here are experienced in tailoring their response for those customers to get around such problems. We use screenshots and web links to help in such situations and we also have a smat ering of languages spoken within the organisation. At the start of each academic year, our team set up a support desk at many universities and properties to provide hands on support for any of those customers who are generally stuck and may need it. It is also a great opportunity for our guys to meet our customers and provide them directly with some of our fi rst class support. UB
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