What is SSC?

The Staff Service Centre (SSC) is the central call centre for the University of Auckland Faculty/Staff/PhD students. It is not outsourced and is made up of professional staff employed by the University.  It is a “one-stop shop” for University of Auckland staff to contact and have requests and incidents created to resolve issues they are having at work.

The SSC has a relatively broad scope and connects with many stakeholders across the University; such as ITS and Property Services for example. The eventual goal is for all requests and incidents, whether IT, maintenance, or building related to being centralised and channelled through the SSC as the level 1 support. 

If the SSC cannot resolve the issue in the first instance, they will escalate it to the proper team(s) who can.  Many issues can be resolved in the first contact and that is the goal but many are escalated. 

Who can use the SSC?

The SSC is primarily used by Faculty, Staff, and PhD students of the University.  PhD students are considered quasi-staff. As a general rule, the SSC is not to be used by undergraduate or post-graduate students as they have other support structures in place.  

What is the scope of the SSC?

The ideal goal of the SSC, as previously stated, is to the first “one-stop shop” for requests and incidents for University staff.  The eventual goal is for all requests and incidents, regardless of the type to be directed to the SSC.  These would include IT related requests and incidents as well as building/ maintenance requests and incidents. 

How do users contact the SSC?

There are three primary ways to contact the SSC:

• Via email to staffservice@auckland.ac.nz.  Please use your University email address when sending an email as this will create a ticket in ServiceNow (AskIT) automatically with all the user’s details pre-populated.  For academic and professional Staff, you should have an Auckland.ac.nz Outlook account provided by your Department.  Please use this email address to contact the SSC.
• Via telephone at 86000 if on-campus or + 64 9 923 6000 if off-campus. 

Operating hours for phone calls are Monday-Friday 7:30 A.M. to 6:00 P.M.

• Via web form at https://superuoa.custhelp.com/app/ask You will be asked to select the type of request/incident and follow through some menus.

The Staff Service Centre’s opening hours are Monday to Friday 7.30am-6pm, however, requests can be submitted online at any time. If the enquiry is urgent please call the Staff Service Centre on EXT 86000.

• Any queries that cannot be answered straight away will be referred to the appropriate service provider and monitored to ensure a timely response and resolution.

• Email enquiries or web requests submitted outside of the opening hours will be handled the next business day.

SSC Interactive Game