Durham University to join UniDesk

Ian Turnbull, Head of Service Management for Durham University’s Computing and Information Services says their choice was influenced by the fact that UniDesk is designed specifically for and by higher education institutions.

It should short-cut the process development required by other tools and will help us get ITIL aligned processes up and running relatively quickly. This and UniDesk’s approach to running the system with collaborative processes for improvements and knowledge sharing make it an attractive solution.

Ian Turnbull

When staff and students contact the IT Service Desk with a query, the call is logged and managed using UniDesk. The University of Edinburgh alone logs approximately one thousand calls a day using UniDesk.

Available 24/7, the five UniDesk modules are tailored to further and higher education process flows, allowing consistent service availability of above 99.9%.

In addition to the Universities of Edinburgh and Durham, UniDesk is also used by Abertay, St Andrews, Edinburgh Napier, Sheffield Hallam, Ulster and Stirling universities.