Satisfied students back USC’s IT help desk

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Satisfied students back USC’s IT help desk


9 September 2013

The computer experts who help the University of the Sunshine Coast’s 9,000 students with their information technology needs have achieved “gold standard” in a national benchmarking study.

USC’s IT Student Help Desk ranked second highest nationally in the December 2012 IT Service Quality Benchmark report, following a national study conducted under the auspices of the Council of Australian University Directors of Information Technology (CAUDIT).

USC Director of Information Technology Services Maureen Klinkert said the excellent performance reflected the high level of student satisfaction with the IT services provided by the University.

“The IT Service Quality Benchmark has been conducted annually since 2008 and in 2012 there were 18 universities who surveyed students for it,” she said.

“USC rose from fourth in 2010 to second in 2012, behind the University of New England. These were the only two universities in the ‘gold standard’ zone of more than 77 per cent satisfaction.”

Survey questions included impressions of IT support services, speed of diagnoses, technical skills, helpfulness and understanding.

In another boost for USC, IT staff member Shane Argo recently received an international award for innovation.

Mr Argo, 26, of Buderim, was awarded the 2013 Blackboard Catalyst Award for Innovative Development.

Blackboard Learn is USC’s online learning management system, which allows interactive learning.

The award, from the global company Blackboard Inc., recognises IT specialists who share their development expertise to improve the learning management system software capabilities.

Mr Argo is a graduate of USC’s Bachelor of Software Engineering and has worked for the University for six years.

Julie Schomberg

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