Edinburgh Napier University is to join the band of six already using the service, to manage call volumes to front line IT Service Desks. In 2010 Edinburgh, St. Andrews and Abertay Universities joined forces to create a service management tool tailor-made for the higher education sector. Available 24/7, the five UniDesk modules are tailored to further and higher education process flows, allowing consistent service availability of above 99.9%. When staff and students contact IT with a query, the call is logged and managed using UniDesk. Service users can also log incidents directly via this link. The University of Edinburgh alone logs approximately two thousands calls a day via UniDesk. Image More and more universities are realising the advantages to be had from sharing administrative knowledge and working practices. Sheffield Hallam, Ulster and Stirling universities have all since joined the UniDesk family. Catherine Hetherington of Edinburgh Napier University says they chose UniDesk due to its functionality, quick set up, ease of use for both customers and analysts, as well as for the ability to share best practice with the other consortium partners. All of this delivered at a very competitive cost. Edinburgh Napier University are set to go live with UniDesk in May. Publication date 11 Mar, 2016
