The Extended IT Support Service for Students project has been progressing well and we are excited to announce the service is now live and available for the commencement of Session 1, 2019. This means we now offer IT support to our students 24 hours a day, 7 days a week, 365 days a year – including weekends and public holidays.
In addition to our existing IT support services delivered by Student Central and the IT Service Desk, Blackboard Student Services has been selected as the service partner who will provide telephone support outside business hours. Blackboard Student Services will have access to our knowledgebase, enabling them to offer first level support for problems with technology and Interact 2. Any interactions requiring in-depth troubleshooting will be escalated to the IT Service Desk to resolve during business hours.
Offering students 24/7 IT and Learning Management System support reinforces our objective to provide a flexible learning experience that fits around their life. We recognise that many students work during the day and study in the evening and they should not be disadvantaged as a result of this. Extending IT support hours is fundamental to improving the student experience by alleviating some of the stress involved with using online systems and software and ensuring peace of mind that assistance is there if needed.
Providing this service helps to foster our relationship with students, which will boost our reputation and ensure we are competitive with other universities.
If you have any questions about this initiative please contact Mark Sice.