Case Study: University of Oxford achieves simpler IT support for 30,000 students with Cloud Pro

How Oxford University simplified IT support for 30,000 students

The University of Oxford needed to improve IT support for 30,000 students and more than 6,000 staff after relying on three separate help desks and multiple tools that created confusion, slow handoffs, and inconsistent service. The university turned to Cloud Pro’s HEAT cloud service desk platform to unify support and better manage a complex environment with many departments, colleges, devices, and user identities.

Cloud Pro implemented a single cloud-based toolset to consolidate support desks, standardize processes, and improve escalation and service visibility. The result was a more integrated IT service desk with stronger cross-team collaboration and a better user experience; the university also reported it had set the foundation for future capabilities like remote desktop support and live chat.

University of Oxford

John Ireland

Director of Customer Services