In order to bring its central IT groups together and support its IT users from a single contact, the University of Oxford invested in HEAT Software.
Before opting for the new software solution, Oxford had three independent IT teams covering business systems, shared services and managed desktop computing. Each of team had its own service desk, and had trouble keeping up with support requests from the university’s 30,000 end users.
The HEAT Software, a Cloud solution, joined the three IT groups together and now enables the teams to support users from a single point and provide self-service solutions through the online student portal.
According to a statement by HEAT Software, the solution also allows Oxford to:
• Consolidate service desk support for on/off-site students, alumni, staff
• Solve complex IT issues surrounding multiple IT user identities
• Provide the best possible digital experience for students
• Improve and streamline service desk operations via HEAT’s self-service online portal
“A student’s digital experience is an increasingly important part of university life,” said John Ireland, Director of Customer Services at the University of Oxford, in a previous statement. “IT has a huge impact on a student’s ability to study and communicate with their peers and educators, so making sure they have the best digital experience possible is essential. With HEAT, straight away I could see that we were purchasing a very powerful and configurable tool, which would provide visibility across our entire IT support operations.”
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