The support team provides all staff users with support, training, and documentation across the entire suite of Campus Solutions. We are the first point of call for all issues and requests and work closely together with our Systems and Governance teams to provide second level support.
Prior to Covid 19, our Campus Solutions support model consisted of traditional face-to-face training, phone and email support and websites containing documentation and simulations (UPKs). All this changed, practically overnight, when we, and all our colleagues, went home in March 2020. We initially thought any solutions we put in place would be short-lived, however it quickly became apparent that new long-term solutions would be required that would change the way we provided support forever. Changes which would normally have taken years of planning, negotiation, and training were implemented over days and weeks rather than months and years. Furthermore, these changes had to be implemented while continuing with business as usual and any extra work created due to Covid. To top it all, we were due to move to 9.2 in July 2020. Everything has changed for the team and our users. Some positive changes we have embraced while others we are still trying to find better solutions/improvements.