The way our ONLINE Student Information Desk (SID) operates and supports our students has changed. The New system is now live and can be accessed here
Our staff and students have highlighted that our current system for providing support and assistance requires major change. So we are moving away from an email-based enquiry system to one more akin to our existing ICT, Estates, and facilities helpdesks.
Our contact us page will be updated in time for when we Go Live to reflect this.
While this approach previously made it easier for students to submit enquiries, it also led to duplicated enquiries, increased staff workload and inconsistent responses across teams. These issues often caused confusion and frustration for both students and staff. Moving away from this method will help streamline our processes and enhance the overall student experience.
We will be rolling our training for staff in early June with further information to follow. Additional support will be available throughout the transition.
TOPdesk is currently being used at our university as an IT Service Management system. It is also widely used across various universities for IT and Student Support and has received positive feedback amongst its users.
Yes, training sessions will be rolled out early June and further instructions on how to book will be provided very shortly.
Once we have moved over to the New SiD System, enquiries on the old system will no longer be accessible. Enquiries will not be migrated from the old system to the New SiD System. Please ensure all enquiries have been responded to. If you require assistance with this, please speak to your line manager in the first instance.
While all efforts are being made to minimise any impact to the existing users, there are some things which will be unavoidable.
During the next month existing users will start seeing new categories and subcategories as well as actions and statuses, etc. These have clearly been labelled as “[EMS Only]” to mitigate any confusion.
ICT will not be able to see any student enquiries and vice versa.
The shared mailboxes should be used for communication internally between teams as students should have a single point of contact.
We strongly encourage the owners of the shared mailboxes to promote the New SiD System or to advise students to contact SiD if they receive any emails from students.
We welcome your feedback to improve the system and continue providing a better experience to our students. Please submit your response to asad.majid@beds.ac.uk.