Two review meetings with senior people last week and both of them effectively said that the IT Service should offer a "VIP" service (I think Gartner called it a concierge service when it referred to mobile phones) where there was a differential and quicker response to desktop or phone or other tech problems from the service desk and presumably second level if called upon. That hasn't been the way we have run things officially but unofficially if the VC's computer isn't working there are several people in the service who become aware quite quickly and are on the case (official photo here). So who do you think the other VIPs should be in a University? All students?? Just those paying expensive PG and/or Overseas Fees? The student union sabatticals? What about PAs to VIPs? Other influential "opinion leaders" in the organisation? Seems like a difficult one to answer but feel free to comment if you have thoughts on this.
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