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.
Plan-Net solutions & service
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
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.