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Customer Charter

Information Solutions and Services Customer Charter

ISS Customer Charter
ISS Cairt do Chustaiméirí

Introduction

Information Solutions and Services (ISS) is committed to supporting the University achieve its goals by providing, developing and supporting the IT services which underpin and enable the core activities of its staff and students.  The scope of our services includes the core infrastructure of wired and wireless networks, data centres and systems, common services such as email, telephony, printing and desktop services, and the University’s main Academic and Enterprise applications.

One of the core values of ISS strategy is our pledge to continually improve customer service and engagement across all areas, and to increase the level, consistency and quality of our customer interactions.  This Customer Charter sets out our key services, and information on the standards and response times you can expect from us, as well as information on how to contact us to escalate an issue or provide us with feedback on our performance.

Development and Managing Change

In addition to providing and supporting the central IT services, ISS aims to provide a comprehensive IT change and development capability to the University based on appropriate prioritisation and governance, and employing best practices in the management of IT change with a view to minimising negative impact on day-to-day operations.  In order to help us effectively achieve this, we encourage you to consult with ISS prior to commencing a change which involves a significant IT element.  The Senior Management team in ISS are available for consultation in this respect.

Our Commitment to You

  • To be courteous and helpful to you in all engagements with us
  • To greet you, whether by phone or in person, in a polite and friendly manner
  • To record your request or issue in our systems and track it through to completion
  • To keep you up-to-date on progress
  • To resolve incidents as quickly as possible in accordance with their priority
  • To fulfil a set of the most common requests within a defined time-period
  • To escalate your query for resolution when required
  • To survey you on closure of a ticket in order to ensure you are satisfied with the service you received and to allow you provide feedback on our performance and suggest ways in which we can improve

Our Service Levels Commitments

ISS categorise all tickets raised through its ticketing system as either Incidents or Service Requests.

Incidents are issues with the availability or performance of a service, or component of a service, and are assigned, prioritised and managed based on their severity and impact.  We commit to resolving incidents as quickly as possible in accordance with their priority, and to provide you with regular updates on progress towards their resolution.  An incident which is impacting the availability or performance of a major application or service to a large number of users will be declared as a Critical Incident and managed as a Priority 1 (P1) event, with a view to swift restoration of service.

A Service Request is a request by a user for access to an existing service or service element, and can vary greatly in both type and scale.  In order to provide you with greater surety about the turn-around time you can expect for our fulfilment of common service request types, we commit to fulfil a set of the most common requests against a stated service level, and to track, manage and report on our performance in this respect.  These service requests and associated service levels are:

 Access to IT Services

                  New Account Request  (P3)*
                  Account Unlock (P3)
                  Additional Access (P4)
                  Password Reset Request (P3)

Desktop/Laptop Support (Staff & Postgrad)

                  Request Admin Rights (P4)
                  Request New Wired Network Connection  (P5)
                  Request Wired Network Connection (Device Move) (P4)
                  Request Re-imaging of PC (P5)

File Storage

                  Academic Shared Space (Q Drive) (P4)
                  Staff Shared Space (M&N Drive) (P4)
                  Your Space (U Drive) (P4)

Software

                  Software Request (P3)

 *Priorities:
P3 = 24 hours
P4 = 48 hours
P5 = 5 days

Our Communications

Advice and support on how to access and use IT services are available from the Library & IT Service Desk.

For information about all our activities and services, and to keep up-to-date with News, Events and Features, please visit our website at: http://www.universityofgalway.ie/information-solutions-and-services/

Bulletins on any current service outages or issues, and of upcoming scheduled downtimes arising from any maintenance or upgrades, are published on our website homepage, and are also available by email (opt-in) or via the Library and IT Service Desk Facebook page (James Hardiman Library, NUI Galway)

For advice and information on individual services provided in advance of raising a support request, we recommend the following ISS websites:

Our Contact Details

Our Opening Hours

During the academic term the Call Centre and the Library & IT Service Desk are open:

  • Monday to Friday 08:30-22:00
  • Saturday 09:30-13:00.

Feedback and Escalation

We welcome all feedback on your experience of our service and any comments on how we can improve.

  • Please respond to the Survey provided on the closure of your ticket.
  • You can also send your comments to servicedesk@universityofgalway.ie with the Subject Line ‘Feedback’.
  • Escalation: If you feel your customer service experience was unsatisfactory please contact our Service Desk Manager, Wesley Reilly, (wesley.reilly@universityofgalway.ie) giving details of the support ticket.
  • If you feel that further escalation of the matter is required, please contact our Head of Operations, Conor McMahon (conor.mcmahon@universityofgalway.ie)