Customer Support Services consists of the Relationship Management, Automation and Events, Service Delivery, Service Desk and

UQ Mobile teams

 

The Customer Support Services group, provides service and support:

  • Service Desk team, which manages 120,000 + jobs a year
  • Voice Operations team, which manages 50,000 +jobs per year
  • Automation Services and Events team, focused on delivering automation  technologies
  • UQ Mobile Services providing 2000 + services
  • Desktop Support teams (100+ staff) located across multiple campuses in the Queensland region, providing managed services for a fleet of 14,500 + PC's and over 800 Audio Visual facilities in teaching spaces and conferencing suites.
  • Service Level Management for 48 Commercial and Non-Commercial clients
  • UQSchoolsNet offers over 200 schools the UQ advantage. As a leading education Internet Service Provider (ISP), providing progressive schools a wealth of knowledge and service at superior speed 

Customer Support Services Organisational Chart

Quick Reference Guide for accessing the ITS Organisational Photograph Charts

Associate Director Customer Support Services

The Associate Director Customer Support Services is responsible for leadership of the Customer Support Services Team, providing operational direction to the team under its authority, and is the principal point of operational contact for service delivery to the Faculties, Institutes and other organisational units at UQ. The Associate Director Customer Support Services is the category manager for user experience related procurement, undertaking vendor management, procurement category analysis and planning, and leading negotiations for purchases via Invitation for Offer activities and Preferred Supplier Agreements.

Service Automation and Events

The Service Automation and Events Team has a strong focus on the delivery of new technologies and tools and developing improvements to the delivery of teaching and learning. 

IT Service Delivery

There are three IT Service Delivery Teams whose responsibilities include delivering customer support to clients at all campuses and sites. The IT Service Delivery Teams have a strong focus on operational process improvement to deliver more effective services to its customers.

Relationship Managers

The Relationship Managers focus on business development, partnering with the UQ community to improve service delivery to customers, engaging in Service Level Agreement negotiations and development of new service cost models in conjunction with ITS groups.

Service Desk

The Service Desk is the single point of contact for IT services to the University community, providing email, phone and remote support to resolve IT queries. The Service Desk uses state of the art logging and communication systems to keep staff up to date with job progression.  The Service Desk currently manages in excess of 120,000 calls annually and benchmarks against industry as a highly effective support team with a first contact resolution of over 70%.

UQSchoolsNet

UQSchoolsNet offers over 200 schools the UQ advantage. As a leading education Internet Service Provider (ISP), UQSchoolsNet provides progressive schools a wealth of knowledge and service at superior speed.