Focus and role
Service development for staff and students will be based on user-oriented design. This results in better and more efficient services, as well as increased satisfaction in both work and studies among users.
Special emphasis is placed on applying information technology to improve services through automated processes. Where automation is not applicable, high-quality personal service will take over.
Service desk
The University Centre Service desk is often the first stop when students require assistance. The Service Desk provides various services to students, staff, and others seeking assistance.
The Help Centre
The Help Centre website, located on University websites and Ugla intranet in both Icelandic and English, contains an overview of the services available at the University of Iceland for both students and staff. It also provides answers to many frequently asked questions.
The Help Centre is intended to be the first point of contact for staff and students seeking information on the University services, while also facilitating quicker resolution of issues through user self-service whenever possible.
This project is a part of the work programme in the University Strategy UI26 titled User-centred Services and Digitalisation of Administration. The Help Centre is still in the development phase; however, the visits this year are around 43 thousand in the 324 articles found on the web, both in Icelandic and English.
Those who want to submit material to the Help Centre can contact the Division of Development’s staff via throunarsvid@hi.is.
Zendesk ticketing system
In addition to developing the Help Centre, the Zendesk ticketing system has been successfully implemented within the University. The University of Iceland’s Service Desk now handles the booking of classrooms, guest apartments, and other tasks using Zendesk.
Those who wish to contribute content to the Help Centre or learn more about the possibilities offered by Zendesk can contact the University’s Development Division staff via the email address throunarsvid@hi.is.
Office of the Division of Development
Main Building, room A-111
Email: throunarsvid@hi.is
Director of the division
