Page content

Digital Services are committed to working collaboratively and in partnership with our students, staff and visitors to provide high quality and accessible people-focused services that meet your needs, and support how you research, study, and work.

This Charter should be read in conjunction with Digital Services IT policies.

Our commitment

  • To provide a friendly, fair and professional service to all.
  • To be aware of equality and diversity issues whilst assisting our customers
  • We will hold your personal information in the strictest confidence.
  • To publicise our services, our IT Policies and Opening hours, keeping customers informed of any changes.
  • To respond to customer needs when developing and improving our services, by listening and using information gathered from regular surveys and feedback facilities including our customer comments and suggestions.
  • Provide knowledge and resources to help you find what you need or resolve your issues quickly in accordance to our service targets.
  • To monitor our performance against our service standards, and use analysis to improve.
  • Keep you updated with timely and relevant information on the status of your requests, our IT services, and upcoming scheduled events.
  • Say sorry when we get things wrong, and put things rights as quickly as we can.

Ways our Customers can help us:

  • Keep your username and password secure.
  • Use our IT systems and your user account according to IT policies and guidelines.
  • Be careful what you click online to avoid malware, ransomware and viruses.
  • Refrain from downloading illegal content.
  • Take care of Digital Services IT equipment.
  • Use the IT Service Desk as the main point of contact when you need IT assistance.
    1. make requests as early as possible and provide us with the relevant information we need to help you.
    2. let us know via the IT Service Desk when we get something wrong and give us time to put it right. Also tell us when we have done a good job.
    3. report non-urgent faults or make requests via our Self-Service Portal or email to help us provide you with the best possible service
    4. only call the Service Desk when your fault is urgent and you need immediate help.
  • Treat our staff with respect and courtesy, and be patient as they try to help you.
  • Help us to improve our IT services and support by providing feedback, comments and suggestions

The Customer Charter was last reviewed in January 2022. Scheduled for review January 2023.