About Digital Services

at Aston University

It has been 13 years since Digital Services was centralised to improve service delivery and support to our students and staff. During that time there have been many changes and improvements, such as the Helpdesk being relocated to the ground floor by The Hub and Student Services improving accessibility, and new or updated systems and service to keep the University current.

Digital Services are progressing with the development of the DigitalAston Strategy (focusing on Digital Leadership, Help, Build, and Protect themes), along with key stakeholders and beneficiaries to ensure alignment to the University vision.

Customer Service Charter

Our commitment to you is that we will:

  • Have customer needs at the heart of our service.
  • Provide a welcoming and accessible environment.
  • Help you to become effective users of IT through the provision of training and enquiry services.
  • Train and support our staff to support the needs of our users.
  • Gather feedback and use it to develop our provision and services.
  • Deal with comments and complaints promptly.
  • Continually evaluate our services.

In exchange we ask you to:

  • Follow the IT Rules and Regulations.
  • Treat our staff with respect.
  • Treat Computer labs and other IT property with respect.
  • Tell us when something is not working.
  • Provide us with your suggestions, to help improve the service.

DigitalAston Strategy

The Aston University Digital Strategy has been prepared in consultation with a large body of academic and support services staff and student representatives. The purpose of the strategy is to ensure a coordinated and coherent approach to the development deployment and support of IT Services.

For further details please see the IT Strategy pages (requires login).

Conditions of use

There are various conditions regarding acceptable use, monitoring, and security which must be adhered to. The IT Rules and Regulations section provides all the relevant information.

Performance Standards

  • Staffed services will be available 08:00 to 18:00 Monday to Thursday and to 17:00 on Friday during term time. Reduced open times out of term time are 08:45 to 17:00 Monday to Thursday and to 16:30 on Friday. There are exceptions where the services may be unavailable for whole departmental meetings, however, these will be limited to one per term.
  • All new students will have access to an IT familiarisation session.
  • Support for printers/copiers will be available on demand during staffed hours.
  • Support for computer labs will be available on demand during staffed hours.
  • Computer lab and WiFi study spaces will be made available and maintained appropriately.
  • All comments and complaints will receive at least an initial response within 2 working days and a written response within 10 working days (as per the University Complaints procedure.

Tell us how we are doing

We really appreciate getting feedback from you so that we can keep making Digital Services even better. Whatever your experience has been we would love to hear from you; Email: its_feedback@aston.ac.uk.