Centrally managed teaching spaces will grow.  Efficiencies are essential in order to deliver a service that is resilient and scalable. Innovative remote AV and IT technologies will be used to enable helpdesk staff to directly solve a range of technical issues without dispatching a technician.

Telephones, now being rolled out to teaching spaces allow academic staff to speak to a helpdesk operator at the touch of a button about technical issues.  Technical issues which can hold up a session to the detriment of the student experience.

A pilot has shown that remotely fixing an issue rather than physically attending can result in an 80% reduction in response times for most basic issues. Creating the remote support helpdesk will require additional staff resource, technical support, equipment and network upgrades.

This project will also deliver a new support workflow between helpdesk and technicians at campus-based support sites.  Instant messaging and comprehensive reporting will be in place as we take advantage of the Microsoft Teams and PowerBI tools. 

Current project status

Report Date RAG Budget Effort Completed Effort to complete
June 2020 GREEN 0.0 days 0.0 days 0.0

Project Info

Project
Remote Support for Teaching Spaces
Code
TSG005
Programme
Learning and Teaching Spaces (TSG)
Management Office
ISG PMO
Project Manager
Colin Forrest
Project Sponsor
Euan Murray
Current Stage
Execute
Status
In Progress
Project Classification
Transform
Start Date
03-Dec-2019
Planning Date
17-Jan-2020
Delivery Date
26-Jun-2020
Close Date
31-Jul-2020
Overall Priority
Normal
Category
Discretionary

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