Customer Services Team Lead
Caroline Hackman, Customer Services Team Lead, UCD IT Services
Caroline joined IT Services 1996 as part of the team providing support for students. Caroline is now the Customer Services Team lead with responsibility for operational management of ICT support provisioning through both our IT Helpdesk and 3 IT Centres.
The Customer Services team provide first and second level support to staff and students in the University. The IT Helpdesk provides 1st level phone, email and remote support and the IT Centres provide both first and second level drop-in, desk-side and computer lab support from 3 separate locations on Belfield campus.
During her time in UCD, Caroline has been heavily involved in the evolution of support delivery provided by IT Services. Caroline is also responsibility for the management of projects to enhance and improve customer services and in particular in the last year, was involved in the project to migrate IT Helpdesk to an off campus location, through a managed service solution.