Case Study: Queensland University of Technology achieves award-winning service desk transformation with Fusion5

Advancing with an award-winning Help Desk transformation

Queensland University of Technology (QUT) needed to improve service management for 47,000 students and more than 4,500 staff across three campuses, while handling hundreds of daily support requests. Working with Fusion5 and Ivanti, QUT set out to modernize its service desk to improve self-service, reduce resolution times, and deliver a more efficient experience.

Fusion5 helped QUT implement the upgraded Ivanti platform and add new services and modules without tying up internal resources. The results were strong: self-service requests rose 300% in the first month, average resolution times for requests and incidents were cut in half, email requests dropped 38%, and survey response rates jumped from under 1% to 13%. The project also won QUT the Service Desk Team Project of the Year award, highlighting the impact of Fusion5’s work.

Queensland University of Technology

Mark Mccormack

Manager, Technology Support