UniDesk house rules

UniDesk is the system we use to log and progress incidents, more commonly known here as calls. This can be used by University and non-University members alike to submit their problems and then follow their progress. As each team member …

Tuesday 29 November 2016 | Articles and resources


Support call audit 2016

Earlier this year my colleague Peter and I audited the support calls our team received in the first six months of 2015. We wanted to see if there were any particular areas where issues were reoccurring, using the results to …

Friday 30 September 2016 | Support calls


Audit of support calls

Earlier this month my colleague Duncan and I conducted an extensive audit of our support calls from January to July 2015. Over these six months there was exactly 600 support calls, which we split up into three main categories: advice, fix and …

Monday 14 March 2016 | Support calls


Fixing broken links using Siteimprove

We’ve all encountered the frustration of clicking on a link and instead of the expected content, ‘404 not found’ appears. Broken links are an unavoidable part of today’s internet as websites change their infrastructure and old pages get replaced. This …

Monday 21 December 2015 | Support calls


How we manage support calls

All of our help and support requests are handled through a system called UniDesk, which logs information on who spoke to who and distributes email notifications to the relevant people. UniDesk calls these requests ‘support calls’. Our old way of working …

Thursday 12 March 2015 | Support calls