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The IT Center wants to offer you the best possible support in all IT situations. The Service & Communication division, which provides 1st-level support, among other things, undergoes regular external audits to ensure that this is the case.
What happens? Read for yourself!
What Happened So Far…
As one of the first IT-ServiceDesk of a technical university in the whole of Germany, our IT-ServiceDesk was certified according to DIN EN ISO 9001:2015 in 2016.
Since then, for the purpose of customer-oriented and efficient processing of requests submitted to the IT Center, a quality management system has been maintained and constantly developed.
In 2019, the scope of the certificate was extended to include the area of external presentation and event management. All processes relating to the single point of contact for all inquiries about the IT Center’s own and cooperatively provided (IT) services, as well as its marketing, were thus certified.
Second Re-Certification: Check!
After 2019, the division has now repeatedly proven that it continues to provide high-quality service and takes a customer- and service-oriented approach.
An external auditor spent three days putting the devisions’ processes and regulations through their paces. After this thorough examination, he recommended renewed certification.
Development Instead of Standstill
The DIN EN ISO 9001:2015 standard explicitly requires continuous improvement and monitoring of the established quality management system, so that an annual surveillance audit will take place until the next recertification (after three years).
The company does not rest on its laurels; instead, it actively works to ensure that the processes it implements are constantly updated and further developed.
Quality Management for Customer Satisfaction
Quality management (QM) describes all activities that lead to the optimization of services with regard to their quality. The documentation of work processes, quality standards and other measures is the cornerstone of QM. In addition to expediency, the focus is also on the appropriateness and sufficient effectiveness of all quality-maintaining measures. Transparent and documented work instructions and processes, which are bindingly established, serve to avoid deviations from defined standards.
In this way, it is possible to ensure consistently good quality of the services offered. Increasing quality also increases customer satisfaction, which is a top priority for the IT Center. For our customers – you – this means that services such as support, consulting and fault reporting, as well as communication, are provided in a qualitative, customer-oriented and efficient manner. Of course, this cannot be achieved without the energetic team of dedicated employees in the Service & Communication division, who live and breathe this every day.
After the Audit Is Before the Audit
Of course, the audit is also accompanied by the subsequent evaluation of existing processes for organizational and other weaknesses and their correction.
In concrete terms, this means that we ask ourselves “What can we improve?” and “How can we implement this?”. All with the aim of satisfying our customers with the services we offer.
We will explain how an audit works in general in the coming weeks as part of our IT security awareness campaign. Stay tuned!
Do You Have Any Comments, Questions or Requests?
Our IT-ServiceDesk will be happy to take them on board!
Responsible for the content of this article are Linda Jörres, Niklas Kunstleben and Martin Pieters.
