Managed IT Support and Application Services for Queen Mary University

Queen Mary University of London partnered with Comtrade System Integration to provide continuous IT support and expertise across its application and infrastructure landscape. A dedicated support team ensures daily operational stability, service quality, and scalable support for a large academic environment.

About the Client

Queen Mary University of London is one of the largest universities in the UK, serving approximately 35,000 students and employing more than 5,000 staff members.

Challenge

The university required reliable support to address:

– Complexity of diverse systems and applications
– Need for rapid onboarding and adjustment
– Coordination across distributed teams
– Ability to scale support services

Our Solution

Comtrade System Integration provided a managed support model focused on expertise and service continuity.

The engagement included:

– A team of 20 analysts delivering daily application support
– System engineers maintaining infrastructure and security
– Continuous service optimization
– Close collaboration with university stakeholders

Results & Benefits

The support model delivered clear operational benefits:

– Stable and reliable daily IT operations
– Improved responsiveness and service quality
– Strengthened internal expertise through collaboration
– Foundation for expanding long-term partnership

Project Goals Achieved

– Continuous support for university applications and systems
– Optimization of existing support processes
– Improved IT infrastructure and security
– Identification of improvement and innovation opportunities

Key Numbers

– 6,000 monthly tickets
– 80% first-time fix rate
– 4.65 customer satisfaction rating