| ELEMENT NAME | DESCRIPTION |
Major Service |
Library |
Service Name |
Information Desk/Enquiry Service |
Service Description |
This service provides information and assistance for all University of Ulster students and staff on issues relating to Library and IT issues. This point-of-contact service is physically available in each Library, and also provides support by telephone. |
Service Owner |
Library |
Business Process |
Service provides immediate help for Library users to enable them to fully
exploit the information and IT resources within our Libraries. Enquiries that
cannot be resolved immediately by the staff member of the Information Desk
can be referred to the correct member of staff in order to be fully
resolved. The service is available at all times within Libraries during
Library opening hours. Users can access this service by visiting the
Information Desk in person, or by telephone. Staff members on the Information Desk can deal with almost all queries that arise, or can refer to another member of staff in the Library who can resolve the issue - but in the evening or weekends some problems may need to be referred to weekday/daytime staff to resolve. |
Supporting Materials |
http://library.ulster.ac.uk/ |
How to obtain help |
Service is straightforward, and any additional help is provided at point of contact |
Cost (where applicable) |
This service is free |
Service Metrics (KPI/SLA statement) |
|
Who can avail of the service? |
University of Ulster students and staff, and other fully registered borrowers. Users must be a University of Ulster student or member of staff. Limited access to this service is available to other users of the Library. |
Keywords |
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