Our project to deliver UniDesk at Durham University has recently been completed Durham University have recently gone live with the UniDesk service to manage call volumes to front line IT Service Desks. 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. The new service was delivered through a collaborative project between the two Universities - more detail can be found here. 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. Publication date 25 Apr, 2017
