Who we are
The UCISA Support Services Community represents professionals working in IT support, service desk delivery, service operations and communications across higher and further education institutions.
The community provides a forum for members to connect, share experiences and learn from one another, helping to strengthen support services across the sector. Bringing together a diverse range of roles and expertise, it fosters collaboration, encourages innovation and supports the professional development of those responsible for delivering high-quality user support.
Through a strong network of peers, members can exchange ideas, discuss common challenges and explore new approaches to supporting students, staff and institutional services.
What we do
The Support Services Community helps connect those behind IT Support Services in HE and FE. Through conferences, workshops, webinars, case studies, toolkits, trend monitoring and good practice guides, the Community 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 issue
By bringing together professionals with shared interests and challenges, the community helps institutions enhance support services, improve user experiences and foster continuous improvement across higher and further education.
Get involved
UCISA's Security Community promotes dialogue, networking, knowledge sharing and collaboration on security issues and other relevant topics of common interest to institutional members. To take part, institutional members can complete the Community Sign Up Form.
Member Email lists
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
The resources and the recording from SSG26: Beyond Support: Driving Strategic Value Through Serviceare available via login
Do you have an idea for an event? Would you like to present?
Let us know by emailing events@ucisa.ac.uk and help shape our events programme for 2023.
Along with our mail list we have created Teams site to improve collaboration and to help people to connect with each other across the sector. Please email admin@ucisa.ac.uk to be added
Higher Education Servicedesk Toolkit
The Higher Education Service Desk Toolkit was first launched in 2016, providing a valuable resource to our community across the country.
UCISA IT Comms Toolkit
The aim of UCISA IT Comms 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
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Joint SSG Chair
- Antonia Jones
- Customer Success Manager
- University of Leeds
- a,jones@leeds.ac.uk
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Joint SSG Chair
- Iain Cameron
- IT Services, User Services Manager
- University of Aberdeen
- i.cameron@abdn.ac.uk
-
- Faith Thomas
- Lead IT Service Management Practitioner
- University of Birmingham
- f.h.thomas@bham.ac.uk
-
- Vicky Wilkie
- IT Services Operational Assurance Officer
- University of York
- vicky.wilkie@york.ac.uk
-
- Adrian Moore
- Head of Customer Support
- University the West of England
- adrian.moore@uwe.ac.uk
-
- Fola Braimoh
- Head of Service Delivery
- Goldsmiths, University of London
- fola@gold.ac.uk
