Building Skills Through Collaboration: TELT Service Desk Training
In the early part of 2025, our ITS Service Desk nearshore team expanded, with new team members joining the team in Serbia. In July, we met up with the team online to get to know them and help them to become more familiar with our centrally supported technologies.
A laptop with a user wearing a headset on the screen
Our Learning Technology Officers from TELT, Abigail, Estelle, and Raqib delivered two successful online training sessions to our nearshore Service Desk Team to help build confidence and increase knowledge in triaging TEL tickets. There was an emphasis on collaboration and real-world relevance.
This TELT training was carefully tailored to the audience, in both structure and content, supplementing the teams’ experience of the self-directed QMplus TELT Service Desk Training Course. By drawing on the diverse expertise of the LTO team and peer learning, the sessions offered varied perspectives and a well-rounded learning experience. Being able to meet and converse with valued colleagues at these sessions, with a view to improving the technical support experience of our QMUL learning technology users, was both appreciated and is essential in achieving consistently high-quality support levels.
Participants engaged interactively through Mentimeter, encouraging responses to quizzes and polls, helping to enliven our discussions. Team members raised thoughtful and pertinent questions, which initiated practical conversations that stemmed from their own professional experiences with ticket handling and ServiceNow.
Looking ahead, the TEL team will be considering enhancements for future sessions, with refinements that will aim to develop from this already strong foundation, ensuring ongoing teamwork opportunities with our Service Desk colleagues.
Thank you to everyone involved for contributing to such a positive and productive learning environment.
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