What we do
The Support Services Group helps connect the community behind IT Support Services in HE and FE. Through conferences, workshops, webinars, case studies, toolkits, trend monitoring and good practice guides, the Group aims to empower members working in this area and encourage peer support between people working in similar roles or facing similar challenges.
The kind of issues we collaborate on and discuss include:
- Seeking out innovation – including horizon scanning and identifying hot topics
- Running events – through an annual conference, workshops and webinars
- Developing resources – such as case studies, good practice guides and toolkits
- Monitoring practice and trends – through surveys and benchmarking
- Enabling the interface between central and distributed IT staff by empowering consultation and engagement with distributed IT staff
- Contributing to ucisa policy development around Support Services issues
Group email list or MS Teams
Group discussion lists are to be used by members to discuss subjects of common interest. People entitled to join the list are members of Full and Affiliate member institutions (ie not Corporate members). The lists should not be used to advertise or promote Corporate member or non-members events/services/products. These should be posted via the ucisa-announce list.
For discussions, questions and answers you can
Useful Information
Higher Education Servicedesk Toolkit
Download your copy here
The Higher Education Service Desk Toolkit was first launched in 2016, providing a valuable resource to our community across the country. SSG are now working on version 2.0 and we would really like your input and help. Keep an eye out on Twitter and email for details soon but if you would like to get involved, please contact Mike Burns to register your interest
Playlist from SSG19
ucisa IT Comms Toolkit
Available at www.ucisa-comms-toolkit.org
The aim of this Toolkit is to provide the ucisa community with a resource that anyone involved in IT communications can use. Whether you have an embedded communications team, a central university team or it’s everyone’s responsibility, there’s always room for improvement, and we hope that even someone who has worked in comms for several years can learn from this resource.
Committee Members
-
SSG Co Chair
- Lisa McDonald
- ITIL Manager
- University of Edinburgh
- lisa.mcdonald@ed.ac.uk
-
SSG Co Chair
- Andy Scott
- Service Desk Manager
- Durham University
- andrew.scott@durham.ac.uk
-
SSG Vice Chair & Conference Chair 2020/21
- Jo Mortimer
- IT Business Partner
- University of Reading
- j.e.mortimer@reading.ac.uk
-
- Henrik Brogger
- Head of IT Service Delivery
- Queen Mary University of London
- h.brogger@qmul.ac.uk
-
- Mike Burns
- LIS Customer Service Manager
- University of the Highlands and Islands
- mike.burns@uhi.ac.uk
-
- Iain Cameron
- IT Services, User Services Manager
- University of Aberdeen
- i.cameron@abdn.ac.uk
-
- Rachel Fligelstone
- Head of Service Strategy and Communications
- Lancaster University
- r.fligelstone@lancaster.ac.uk
-
- Timothy Ingham
- Security, Compliance and Administration Manager
- University of Lincoln
- TIngham@lincoln.ac.uk
-
Communications Officer
- Antonia Jones
- Senior IT Support Adviser
- University of Leeds
- a,jones@leeds.ac.uk
-
- Iain McCracken
- Head of Service Delivery
- Canterbury Christ Church University
-
- Sharon McKoy
- Second Line IT Support Manager
- University of Wolverhampton
-
- Susanne Smith
- Head of Customer Service
- University of South Wales
-
- Ed Stout
- Support Services Manager
- Leeds Beckett University
- e.stout@leedsbeckett.ac.uk
-
- Patrick Montague
- Service Desk Manager
- Lancaster University
- p.montague@lancaster.ac.uk
Latest News and Views
ucisa Digital Infrastructure Group (DIG) announcement
Merger of the Infrastructure and Network Groups to formal the Digital Infrastructure Group
Virtual Panel Discussion: Why Payment Security is more than just PCI DSS
now open for bookings
