Our package also includes Quick Calls, which is an interface unique to UniDesk designed to capture face to face support interactions quickly and simply.
A key element of added value for our offering is the defined shared processes based on the ITIL framework that we have developed and refined. Our processes aim to harmonise and improve service processes and ultimately lead to a more mature and business focussed management of services. Our processes have been developed for the education sector by those that work and understand education and that makes our tool and service unique. The commonality in the processes and customisations used across our member institutions is one of our main strengths as a service.
Our members have access to consultancy and support services during the planning and rollout stages when they join UniDesk but also beyond. We provide access to support and training materials, advice on implementation, pre-launch training and support on the day of the launch itself.
The service is available on a 24/7 basis and is designed for an availability of 99.9%. Our members benefit from Continual Service Support throughout their membership provided by the University of Edinburgh.