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.