Case Study: Aston University achieves 32% self-service uptake and seamless remote support with TOPdesk

Utilizing Self-service During the Covid-19 Crisis

Aston University faced a sudden shift to remote learning and working when the UK COVID-19 lockdown began, requiring rapid scaling of IT support for staff and students. Working with TOPdesk, the university launched its Self-Service Portal, Solve, to provide guidance, news and service request forms to users who were unfamiliar with home working and new digital tools.

Using TOPdesk’s Solve portal and features like news articles, major calls and automated back-end processes, Aston rapidly published guides and service forms, reducing operator time and improving response speed. Within two weeks of lockdown 32% of support requests were logged via the portal (out of 3,078 calls in March 2020), user feedback averaged 4.34/5, and TOPdesk’s tools helped shift support activity away from the helpdesk with the university targeting further reduction of email contacts.

Aston University

Stephen Colden

IT Support Manager