How To Manage A University Reception/Helpdesk

Transcription

1 Estates & Property Services Service Level Agreement Reception/Helpdesk

2 DOCUMENT CONTROL: INTRODUCTION Scope of the Agreement Duration of the Agreement Signatories to the Agreement Service Contacts Professional Services Main Service Desk/Contact Point Professional Services Primary Contact Customer Details SERVICE DESCRIPTION Our services agreed to be In-scope of the Service Level Agreement Standard Services Additional Features Our services agreed to be out-of-scope of the Service Level Agreement Service Coverage Service Hours/Availability Service Eligibility Service issue escalation SERVICE LEVEL Target service levels Monitoring our performance CUSTOMER RESPONSIBILITIES MANAGEMENT OF SERVICE LEVEL AGREEMENT Governance and Review of Service performance Service Issue Escalation Change control New service requests University of Salford 2011 All rights reserved. Page 2 of 11

3 Document Control: Project/Service Name: Reception/Helpdesk Document Number: Document Category: Service Level Agreement Issued By: Executive Director, Estates & Property services Version Reason for Change Author Date 0.1 First draft Vicky Booth/Debra Ridings Additions and revisions Operations & Facilities Managers Revisions Jan Wilman Revisions Chris Large Additions and Revisions Jackie Armstrong Distribution for Approval: Title Name Signature Date Distribution for Information: Department Title Name Date Page 3 of 11

4 1 Introduction This document defines the service agreement between Estates & Property Services (E&PS) and Colleges, Schools and Professional Services Departments of the University of Salford, to provide through its Support Team a general Reception/Helpdesk facility. 1.1 Scope of the Agreement The agreement covers the key activities that underpin the management of Receptions/Helpdesk at the three campus receptions in the foyers of Maxwell Building, Adelphi Building, The Old Fire Station (TOFS) and also in Myers Building. 1.2 Duration of the Agreement This agreement is open ended, i.e. it remains in operation indefinitely unless withdrawn or superseded. 1.3 Signatories to the Agreement The signatories to this agreement are: Unit College of Arts and Social Sciences School of Art and Design Salford Business School School of Humanities, Languages and Social Sciences Salford Law School School of Media, Music and Performance College of Science and Technology School of the Built Environment School of Computing, Science and Engineering School of Environment and Life Sciences College of Health and Social Care School of Health Sciences School of Nursing, Midwifery and Social Work Professional Services Advancement Services Change Management Communications Signatory Dean of College, Professor Huw Morris Head of School, Professor Allan Walker Dean of School, Professor Amanda Broderick Head of School, Professor Paul Rowlett Head of School, Dr Mark James Head of School, Professor Erik Knudsen Interim College Registrar, Vikki Goddard Acting Head of School, Professor Charles Egbu Acting Head of School, Professor Sunil Vadera Head of School, Professor Judith Smith Dean of College, Professor Cynthia Pine Head of School, Sue Braid Head of School, Professor Tony Warne Director of University Development, Jan McKenzie Head of Change Management, Paul Cartwright Director of Communications, Chris Larkin Page 4 of 11

5 Estates & Property Services Finance Department Governance Services Unit Human Resources Division I T Services The Library Offices of Vice-Chancellor & Deputy Vice-Chancellor Planning and Performance Research and Graduate College Research and Innovation Student Information Directorate Student Life Directorate Students Union Interim Executive Director, Keith Beal Director of Finance, Karen Brown Head of Governance Services Unit & Deputy Secretary, Mark Rollinson Executive Director, Keith Watkinson Chief Information Officer, Derek Drury Director, Julie Berry Chief of Staff, Alison Rhodes Director, Phillip Hopwood Director of Graduate Studies, Professor Vian Ahmed Director of Research and Innovation, Professor George Baxter Director of Student Information, Scott Mulholland Director of Student Life, Liz Bromley Chief Executive, Phil Benton 1.4 Service Contacts Listed below are the names, s and contact numbers of the primary service contacts Professional Services Main Service Desk/Contact Point Telephone Number Monday Friday 8.00am 6.00pm Reception Desks Monday Friday 8.30am 5.00pm (TOFS 8.30am 6.00pm) Emergency Number At all other times Web Contact Address (internal 54444) - Helpdesk (internal 54466) Maxwell (internal 56104) Adelphi (internal 50002) TOFS (internal 54773) Security Control Click on the Estates Job Reports icon on the desktop to log a job, at any time, via CAFM Net Estates-Supportteam@salford.ac.uk Page 5 of 11

6 1.4.2 Professional Services Primary Contact Name Role Vicky Booth Head of Administrative Services Telephone Number (internal 56714) Address Customer Details See section Service Description E&PS will provide a welcoming and professional Reception/Helpdesk service through its Support Team. The receptions are located at Maxwell Building, the Adelphi Building, The Old Fire Station and Myers Building. The Helpdesk provides a point of contact for staff in all departments and at University managed accommodation sites to request maintenance repairs, transport and other works and to query progress on jobs. 2.1 Our services agreed to be In-scope of the Service Level Agreement The following range of activities is agreed as being in-scope and will be handled: Standard Services Reception RP1 Provide a staffed service at E&PS managed receptions RP2 Welcome and direct visitors in a professional manner RP3 Maintain diaries of expected visitors, Open Days and other University events RP4 Deal with general enquiries RP5 Display of leaflets and brochures promoting the University s services RP6 Issue of University Prospectus to personal callers RP7 Process incoming and outgoing mail at The Old Fire Station, Adelphi and Myers reception RP8 Record and process lost property in accordance with the Lost Property Policy RP9 Maintain a clean and tidy reception area Helpdesk HD1 HD2 HD3 Provide a staffed Helpdesk within the published hours Answer all telephone calls to the E&PS Helpdesk and deal with any problems/requests Act as key point of contact between the customer and the Operations & Facilities teams and keep customers informed on progress of job requests Page 6 of 11

7 HD4 HD5 HD6 HD7 HD8 HD9 HD10 HD11 HD12 HD13 Receive, assess, process and co-ordinate repair, maintenance and facilities requests including transport requests Issue work direct to operatives Monitor progress on reactive and PPM works and take corrective action to ensure performance targets are met Issue contractor passes Issue car park permits to personal callers and via the online shop Deal with requests for visitor parking Issue staff ID cards Issue access control cards and administer access to buildings and car parks Manage the issue of keys to contractors and E&PS staff Produce monthly reports on performance for Operations & Facilities Additional Features 2.2 Our services agreed to be out-of-scope of the Service Level Agreement Reception provision at Media City Any University reception facility not listed above Accepting left luggage Accepting delivery of parcels from couriers Arranging taxis for visitors Any maintenance request for Accommodation sites managed by a third party i.e. John Lester, Eddie Colman, Bramall and Matthias Any maintenance requests for Media City 2.3 Service Coverage Service Hours/Availability Reception Desks are staffed between the following hours, Monday Friday only: Maxwell Building :00 Adelphi Building The Old Fire Station Myers E&PS Reception Calls can be made to the Helpdesk between the hours of and or requests can be logged on-line via the Estates Job Reports icon on the desktop or at Outside of these hours, callers are offered the opportunity to leave a message on voice mail. If an emergency arises outside of these hours callers are requested to phone security on extension ( external) Service Eligibility This service is provided to all staff of the University. Page 7 of 11

8 2.3.3 Service issue escalation If there has been a service failure the customer should initially contact the Estates Helpdesk on extension See contact details in section For more details of how service failures will be handled, see section Service Level This section defines the agreed target performance levels between E&PS and its Customers, for the provision of the service. 3.1 Target Service Levels The targets for the Reception/Helpdesk services are listed below: Ref Service Name Performance Indicator (PI) RP1 Delivery of staffed RP1 Reception desk reception staffing HD1 Delivery of staffed HD1 Helpdesk staffing Helpdesk HD2 Deal with general HD2 Call answering telephone enquiries HD13 Production of HD13 Issue of reports monthly Operations performance reports HDCS Customer Customer Satisfaction Satisfaction Score Service Level Target Reception desks are staffed 90% of planned hours Helpdesk is staffed 100% of planned hours 90% incoming calls are answered 100% of reports are issued by agreed deadline 80% of 6 Monthly survey responses show customers are 'Satisfied' or 'Very Satisfied' with service provided 3.2 Monitoring our performance This section details how service levels will be monitored and how performance data will be provided to customers. A set of Performance Indicators has been defined, and for each indicator performance will be monitored monthly, unless otherwise stated. Service Level Targets and data on actual performance levels will be published on the University s intranet, available to all University staff. Performance data will be used as a management tool within E&PS, to identify areas of strong and weak performance, provide information and guidance to E&PS staff, and support planning for future improvements. Quarterly performance review meetings will be held with key Customer Representatives, to provide an opportunity to: discuss actual performance versus target Page 8 of 11

9 consider corrective actions where service is below the expected level consider any matters escalated to Stage 3 consider fulfilment of the Customer s Responsibilities and any issues arising from this consider other relevant topics, including future requirements. 4. Customer Responsibilities Reception To inform the Support Team in advance of any Open Days, conferences, events or expected visitors and the arrangements made for them To inform us of any cancelled events To hand in any found property in a timely manner To show proof of ID when collecting found items Helpdesk To report defects to the Helpdesk as soon as possible, especially if there is a risk to the health or safety of staff, students or visitors To inform the Helpdesk as soon as possible if it appears that E&PS staff or contractors are working in an unsafe way To give adequate notice when arranging visitor parking To provide written authorisation for building access control requests To assist in providing an efficient and effective service clients are requested to provide the following information when requesting work: Reactive Repairs Name and contact details Response time needed Location of repair (building and room number) Description of work required Access arrangements Site contact name and contact details (if different) Further information which may be helpful to the operative Client Requested Works Page 9 of 11

10 Request quotation via the Helpdesk Name and contact details Response time needed Location of repair (building and room number) Description of work required Provide drawing if necessary Access arrangements Site contact and contact details (if different) Further information which may be helpful to the operative 5. Management of Service Level Agreement 5.1 Governance and Review of Service performance This Service Level Agreement will be reviewed on an annual basis, by E&PS representatives (normally Head of Administrative Services, Supervisory Support Assistant and University Surveyor) with at least three Customer Representatives. Checks will be made to ensure that key details are up to date including: scope of services within the SLA list of customers contact details for service provider and customers Actual performance levels will be reviewed and target service levels will be adjusted if appropriate. If any changes are required the Associate Director of Operations & Facilities will be asked to approve them and will issue an updated SLA to each of the signatories. 5.2 Service Issue Escalation If a customer is dissatisfied with the service provided under this SLA the customer may register a formal complaint using the procedure set out below. Stage 1 The customer should contact the Helpdesk to report the service failure and request an update, which will be provided within 2 working days. (If satisfied, no further action required.) Stage 2 Via the Helpdesk the customer should ask the line manager responsible for the service for a more detailed response to the query, which will be provided within 5 working days. (If satisfied, no further action required.) Page 10 of 11

11 Stage 3 The customer should consult the Customer Representative who may, via the Helpdesk, request a written response which will be provided by the Head of Administrative Services within 7 working days. To clarify, Stage 1 to Stage 3 should be completed within 7 working days in total. 5.3 Change control This document will be issued and controlled through the E&PS Administrative Services team. Any amendment to the document has to be approved by the Associate Director of Operations & Facilities. The document will have version control and will include the date of the agreed amendment, a description of the change, the author and agreement of the Associate Director. 5.4 New service requests In this context New Service Request means a proposal to expand the scope of this SLA, for instance by including buildings which are not currently covered; it does not mean a request for E&PS to carry out a specific task which is already within the scope defined in section 2. All new service requests should be directed through the Helpdesk. E&PS will contact the customer to consider the request and will provide an initial response within ten working days. Page 11 of 11