Case study

Providing solutions and constant support: Queen Mary University of London

About the project

This is the project that involves providing manpower and expertise rather than developing a new solution or integrating with existing ones.
A team of 20 analysts provides daily support for the university’s diverse system solutions, while system engineers ensure that the infrastructure and security are maintained. This swift rapport has fostered a strong partnership, promising expanded collaboration in the future.

Challenges

• The complexity of the system.
• Adjustment speed.
• Communication and coordination of teams.
• Service scaling.

Outcome and benefits

• Expertise enhancement: The collaboration with Queen Mary University has provided us with valuable opportunities to refine and expand employees’ skills and knowledge in specialized areas relevant to the university environment.
• Expansion opportunities: Establishing a successful partnership with Queen Mary University not only strengthens our current collaboration but also opens doors for future engagements and projects within the higher education sector.

Project goals

  • Providing continuous support to Queen Mary’s applications and solutions
  • Optimization of existing support processes to improve efficiency and customer satisfaction.
  • Providing expertise and resources for improving IT infrastructure and university security.
  • Identification of potential improvements and innovations in university systems and applications.

     

    About the client

    Queen Mary University of London is a world-leading research-intensive university with over 32,000 students and over 5000 employees representing more than 170 nationalities.

    As a member of the prestigious Russell Group, they work across the humanities and social sciences, medicine and dentistry, and science and engineering, with inspirational teaching directly informed by their research. In the most recent exercise that rated research in the UK, they were ranked 7th in the country for the proportion of research outputs that were world-leading or internationally excellent. They offer more than 240 degree programmes and their reputation for excellent teaching was rewarded with a silver in the 2017 Teaching Excellence Framework (TEF) awards.

    Key numbers

    6k

    monthly ticket volume

    80%

    first time fix

    4,65

    customer satisfaction rating