Top Marks for Plan-Net at Leading University

Boasting an international reputation for both research and teaching, UCL is one of the world’s leading universities, with more than 11,000 staff and 38,000 students from 150 different countries.

Project at a glance

Customer challenge

  • The inevitable attrition of IT support staff
  • Pressure to maintain capacity and skillsets on the Service Desk
  • Increasing levels of demand with an intake of new
    students and during term time

Plan-Net solutions & service

  • Fast access to flexible skilled IT resource
  • All administration handled by Plan-Net
  • Absence cover model
  • Proven service delivery model including experienced
  • Service Delivery Manager to ensure high levels of Service


  • A stable but flexible IT Support Service to meet changing demand
  • Removal of management and HR administration overhead
  • Ability to contribute to and improve Service levels
  • Cost-efficient
University College London

The Challenge

Managing any large IT Service Desk to ensure there is both sufficient capacity and capability to meet user demand is always challenging. There are regular staff career development opportunities and both planned and unplanned absences to cope with.

In addition, with every fresh intake of students, the IT Service Desk at UCL has to flexibly scale up in term time to cope with the significant increase in workload.

UCL required a proven and trusted partner that would be able to deploy experienced and cost effective, flexible IT resource quickly, in order to ensure a level of stability in the Service.


Plan-Net's flexible on-site support model really works for us. With a large Service Desk to manage, we know we can rely on Plan-Net to provide us with the skillsets we need, when we need them, allowing us to focus on improving the overall service.

Liz Holden, Head of Service Desk, UCL

The Solution

University College London chose Plan-Net’s flexible on-site support service to provide the support and assurance of capacity it needed.

Plan-Net could deploy IT resource with the necessary skillsets at short notice. With all administration handled by Plan-Net, including recruitment, payroll, training and performance management, UCL was able to receive staff with the appropriate skillset in the numbers required at any given time. Furthermore, a dedicated and experienced Plan-Net Service Delivery Manager ensured that the service was running smoothly and in-line with business objectives.

With absence cover incorporated into Plan-Net's delivery model, UCL could readily obtain analysts familiar with the University’s IT environment ensuring IT support capacity could be maintained at all times. The flexibility of the service meant that the levels of resource could be increased or decreased with changing business needs.

By engaging with Plan-Net, UCL has been able to significantly reduce the management overhead for those running the IT Service Desk. Plan-Net has provided the University with both a cost-effective and flexible solution to tackle the challenges faced by the Service Desk all year round.

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