Kia ora Michael

I acknowledge receipt of your OIA request below on behalf of the University of Canterbury. The reference for your request is OIA 24.150. We will be back in touch within the timeframes as noted in the Act.

May you please confirm what timeframe you had in mind for:

- all correspondence (emails, Teams, Signal, Whatsapp, etc) between The IT service desk team members regarding resolution time or level of service.
- copies of all complaints received by The IT service desk

Ng+AQE- mihi

Claire O'Connell
Information Compliance Officer
Information and Records Management
+-64 3 369 0749 (Internal 90749)
Te Whare W+AQE-nanga o Waitaha +AHw- University of Canterbury
canterbury.ac.nz

Please be assured I do not expect you to respond to emails outside your normal working hours.

Classification: In-Confidence - Internal
-----Original Message-----
From: Michael Ward +ADw-fyi-request-28538-d73b4201+AEA-requests.fyi.org.nz+AD4-
Sent: Thursday, September 26, 2024 1:51 PM
To: Information and Records Management +ADw-records+AEA-canterbury.ac.nz+AD4-
Subject: Official Information request - IT service desk OIA

+AFs-You don't often get email from fyi-request-28538-d73b4201+AEA-requests.fyi.org.nz. Learn why this is important at https://aka.ms/LearnAboutSenderIdentific... +AF0-

Dear University of Canterbury,

Under the Official Information Act, I request the following information:

- a copy of the Service Level Agreement between The IT service desk and students of Canterbury University
- the number of requests made to The IT service desk in 2019
- the number of requests made to The IT service desk in 2020
- the number of requests made to The IT service desk in 2021
- the number of requests made to The IT service desk in 2022
- the number of requests made to The IT service desk in 2023
- the number of requests made to The IT service desk in 2024
- the average resolution time of requests made to The IT service desk in 2019
- the average resolution time of requests made to The IT service desk in 2020
- the average resolution time of requests made to The IT service desk in 2021
- the average resolution time of requests made to The IT service desk in 2022
- the average resolution time of requests made to The IT service desk in 2023
- the average resolution time of requests made to The IT service desk in 2024
- all correspondence (emails, Teams, Signal, Whatsapp, etc) between The IT service desk team members regarding resolution time or level of service.
- copies of all complaints received by The IT service desk

Yours faithfully,
Michael

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hide quoted sections

Kia ora Michael

Thank you for confirming the timeframe.

Ng+AQE- mihi

Claire O'Connell
Information Compliance Officer
Information and Records Management
+-64 3 369 0749 (Internal 90749)
Te Whare W+AQE-nanga o Waitaha +AHw- University of Canterbury
canterbury.ac.nz

Please be assured I do not expect you to respond to emails outside your normal working hours.

Classification: In-Confidence - Internal
-----Original Message-----
From: Michael Ward +ADw-fyi-request-28538-d73b4201+AEA-requests.fyi.org.nz+AD4-
Sent: Friday, September 27, 2024 9:20 AM
To: Information and Records Management +ADw-records+AEA-canterbury.ac.nz+AD4-
Subject: RE: Official Information request - IT service desk OIA

+AFs-You don't often get email from fyi-request-28538-d73b4201+AEA-requests.fyi.org.nz. Learn why this is important at https://aka.ms/LearnAboutSenderIdentific... +AF0-

Dear Information and Records Management,

Thank you for your prompt response,

Apologies for not clarifying in my original request - I would like the timeframe for this to be since 2019.

Yours sincerely,

Michael Ward

-----Original Message-----

Kia ora Michael

I acknowledge receipt of your OIA request below on behalf of the University of Canterbury. The reference for your request is OIA 24.150. We will be back in touch within the timeframes as noted in the Act.

May you please confirm what timeframe you had in mind for:

- all correspondence (emails, Teams, Signal, Whatsapp, etc) between The IT service desk team members regarding resolution time or level of service.
- copies of all complaints received by The IT service desk

Ng+-AQE- mihi

Claire O'Connell
Information Compliance Officer
Information and Records Management
+--64 3 369 0749 (Internal 90749)
Te Whare W+-AQE-nanga o Waitaha +-AHw- University of Canterbury canterbury.ac.nz

Please be assured I do not expect you to respond to emails outside your normal working hours.

Classification: In-Confidence - Internal

-------------------------------------------------------------------
Please use this email address for all replies to this request:
fyi-request-28538-d73b4201+AEA-requests.fyi.org.nz

Disclaimer: This message and any reply that you make will be published on the internet. Our privacy and copyright policies:
https://fyi.org.nz/help/officers

If you find this service useful as an Official Information officer, please ask your web manager to link to us from your organisation's OIA or LGOIMA page.

-------------------------------------------------------------------

This email may be confidential and subject to legal privilege, it may not reflect the views of the University of Canterbury, and it is not guaranteed to be virus free. If you are not an intended recipient, please notify the sender immediately and erase all copies of the message and any attachments.

hide quoted sections

Kia ora Michael

 

In processing your request, we would like to seek your clarification on
one aspect.

 

The question regarding correspondence is broad in nature - all
correspondence (emails, Teams, Signal, Whatsapp, etc) between The IT
service desk team members regarding resolution time or level of service.

 

To refine this question, is there a specific topic or topics that you are
interested in for? For example, the resolution time or level of service
could be in relation to the general IT requests, a specific IT programme,
 IT service incidents, student IT queries etc.

 

If you could please let us know, that would be greatly appreciated.

 

Ngā mihi  

 

Claire O'Connell
Information Compliance Officer

Information and Records Management

+64 3 369 0749 (Internal 90749)

Te Whare Wānanga o Waitaha | University of Canterbury  

[1]canterbury.ac.nz

 

[2]A close-up of a sign Description automatically generated

 

Please be assured I do not expect you to respond to emails outside your
normal working hours.

 

This email may be confidential and subject to legal privilege, it may not
reflect the views of the University of Canterbury, and it is not
guaranteed to be virus free. If you are not an intended recipient, please
notify the sender immediately and erase all copies of the message and any
attachments.

Classification: In-Confidence

References

Visible links
1. http://www.canterbury.ac.nz/
http://www.canterbury.ac.nz/

Kia ora Michael

 

If you could please respond to the clarification as noted below, that
would be greatly appreciated.

 

Ngā mihi  

 

Claire O'Connell
Information Compliance Officer

Information and Records Management

+64 3 369 0749 (Internal 90749)

Te Whare Wānanga o Waitaha | University of Canterbury  

[1]canterbury.ac.nz

 

[2]A close-up of a sign Description automatically generated

 

Please be assured I do not expect you to respond to emails outside your
normal working hours.

 

 

Classification: In-Confidence

From: Information and Records Management
Sent: Friday, October 4, 2024 1:55 PM
To: [FOI #28538 email]
Subject: OIA 24.150 - Clarification

 

Kia ora Michael

 

In processing your request, we would like to seek your clarification on
one aspect.

 

The question regarding correspondence is broad in nature - all
correspondence (emails, Teams, Signal, Whatsapp, etc) between The IT
service desk team members regarding resolution time or level of service.

 

To refine this question, is there a specific topic or topics that you are
interested in for? For example, the resolution time or level of service
could be in relation to the general IT requests, a specific IT programme,
 IT service incidents, student IT queries etc.

 

If you could please let us know, that would be greatly appreciated.

 

Ngā mihi  

 

Claire O'Connell
Information Compliance Officer

Information and Records Management

+64 3 369 0749 (Internal 90749)

Te Whare Wānanga o Waitaha | University of Canterbury  

[3]canterbury.ac.nz

 

[4]A close-up of a sign Description automatically generated

 

Please be assured I do not expect you to respond to emails outside your
normal working hours.

 

This email may be confidential and subject to legal privilege, it may not
reflect the views of the University of Canterbury, and it is not
guaranteed to be virus free. If you are not an intended recipient, please
notify the sender immediately and erase all copies of the message and any
attachments.

References

Visible links
1. http://www.canterbury.ac.nz/
http://www.canterbury.ac.nz/
3. http://www.canterbury.ac.nz/
http://www.canterbury.ac.nz/

Kia ora Michael

 

Please see the attached extension letter.

 

Ngā mihi  

 

Claire O'Connell
Information Compliance Officer

Information and Records Management

+64 3 369 0749 (Internal 90749)

Te Whare Wānanga o Waitaha | University of Canterbury  

[1]canterbury.ac.nz

 

[2]A close-up of a sign Description automatically generated

 

Please be assured I do not expect you to respond to emails outside your
normal working hours.

 

This email may be confidential and subject to legal privilege, it may not
reflect the views of the University of Canterbury, and it is not
guaranteed to be virus free. If you are not an intended recipient, please
notify the sender immediately and erase all copies of the message and any
attachments.

Classification: In-Confidence

References

Visible links
1. http://www.canterbury.ac.nz/
http://www.canterbury.ac.nz/

Kia ora Michael

 

Please see the attached response letter and documents regarding your OIA
request.

 

Ngā mihi  

 

Claire O'Connell
Information Compliance Officer

Information and Records Management

+64 3 369 0749 (Internal 90749)

Te Whare Wānanga o Waitaha | University of Canterbury  

[1]canterbury.ac.nz

 

[2]A close-up of a sign Description automatically generated

 

Please be assured I do not expect you to respond to emails outside your
normal working hours.

 

This email may be confidential and subject to legal privilege, it may not
reflect the views of the University of Canterbury, and it is not
guaranteed to be virus free. If you are not an intended recipient, please
notify the sender immediately and erase all copies of the message and any
attachments.

Classification: Public

References

Visible links
1. http://www.canterbury.ac.nz/
http://www.canterbury.ac.nz/