2022 UCISA Support Services group Benchmarking Survey

Background and Demographics

As we move to the ‘new normal’ after 2 very challenging years for our sector, the role of the Service Desk within HE and FE has changed at a pace which was previously unthinkable to many. What was thought to be a temporary move to off-site studying and working is now becoming a more formal hybrid model for students and staff for a vast number of institutions. The expectations of our user base have changed as a result, with a more flexible approach required for support, when it is accessed and even how support is accessed.  

We are delighted to launch the 2022 UCISA Support Services group Benchmarking Survey, to gather and share further insight into our sector about the role of the Service Desks, understanding the support we now deliver in the changed world, how the pandemic has changed our service delivery models and what do we see in our community as the challenges are for the future.  

We’d like to thank everyone who completes the survey. Sharing our understanding on how we support our students and staff is key to the collaborative approach that is a major strength within our sector; and encouraging discussion between our institutions to share our knowledge and practice is at the heart of what we do as UCISA.  

 Thank you for your support!

UCISA Support Services Group Committee

1.1 . Is your institution primarily -
1.2. How many staff (FTE) do you support at your institution?
1.3. How many students (FTE) do you support at your institution?
1.4. Which of the following best describes your job role?
7% Complete