A major university’s ICT service desk uses Supportworks to optimise its performance so that it can overcome resource limitations.

With more than 26,000 students from 118 countries and over 7,000 members of staff, the University of Sheffield is one of the UK’s leading and largest universities. A member of the Russell Group, it has a reputation for world-class teaching and research excellence across a wide range of disciplines.

The University was voted No. 1 in the Times Higher Education Student Experience Awards, 2014-15 and rated 69th in the world in the 2014 QS World University Rankings. It is in the top 10 UK research-intensive universities (2008 Research Assessment Exercise).

After adopting Supportworks in 2005, the University’s ICT support team noticed immediate performance improvements resulting primarily from better use of information, accessible via a simple, intuitive user interface. Since then, ever more imaginative use of the application has delivered further benefits and helped the University lead the field in this increasingly important aspect of customer service. Despite the increase in the user population and – particularly – in its expectations about service levels, the number of people staffing the desk at any one time remains constant at three, and the overall team size has increased only slightly.

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