To continually improve digital support for staff and students here at the University of Nottingham, Digital Technology Services (DTS) have announced that all calls to the IT Service Desk will be recorded moving forward.

At present, only calls received during business hours are recorded, but this will now be extended to cover calls to the university’s out-of-hours service, which is available 24 hours, 7 days a week.

Having access to call recordings will allow DTS to enhance their support service, improve quality and training, and troubleshoot more efficiently.

DTS will be implementing the change on Monday 12 December 2022.

Here at the university, data protection and information security are paramount, and we therefore ensure all call recordings adhere to strict data policies.

Should you have any questions relating to IT Service Desk call recordings, please contact Head of Customer Service, Simon Henshaw.