Case Study: UniDesk achieves unified, scalable service management for higher education with TOPdesk

UniDesk - Customer Case Study

UniDesk is a shared service management solution for the education sector, created by the University of Edinburgh, University of St Andrews and Abertay University in partnership with TOPdesk to deliver unified service management for higher and further education. Facing complex cross‑institutional processes and huge scale, UniDesk needed an ITIL‑compliant, modular and user‑friendly platform to support 11 member institutions, 968,797 registered staff, students, visitors and alumni, 4,774 operators across 738 operator groups, and the large volume of interactions those generate.

TOPdesk delivered the UniDesk service by tailoring its modular, ITIL‑compliant platform to education workflows and working closely with the UniDesk community on ongoing product support and enhancements. The partnership has produced a unified international shared service that handled 1,463,936 calls in 2019–2020, supports nearly a million registered users and thousands of operators, and improved process alignment and scalability across member institutions.

Unidesk

Dawn Dodd

Collaboration Services Team Managers and Service Owner