Information Services

Bright future for UniDesk as service is transferred to new owners

It’s the end of an era but the start of a “bright future” for UniDesk as the service co-founded by the University of Edinburgh (UoE) moves into new ownership.

UniDesk and HEFESTIS logos

After 11 hugely successful years, in which the service has gone from strength to strength, UniDesk has been transferred to the Higher Education specialist not-for-profit Shared Services organisation HEFESTIS.

Since it was created, the UniDesk Service has grown to become an indispensable IT Service Management (ITSM) tool for the University of Edinburgh and 10 other higher education institutions across the UK and beyond.

Among UniDesk’s many highlights are being consistently voted in the “Top 5 most used ITSM solutions within the HE & FE Sector” by UCISA every year since 2018, winning the UCISA ‘Best Delegate Presentation’ award at the 2018 SSG conference and being regularly showcased by TOPdesk online, via social media and at events.

As part of the pandemic response however Information Services has had to re-evaluate its priorities.

Our focus on digital strategies and on supporting the University move to hybrid working has meant that we have been increasingly unable to grow and develop the UniDesk service in the way that is needed.

The UniDesk Team at the Conference in UHI in 2018
The UniDesk Team at the Conference in UHI in 2018

The team at the University have therefore accepted that it’s time to pass on ownership of the service they have done so much to nurture and help flourish.

We are certain that HEFESTIS is the right choice for UniDesk and will bring a range of benefits. HEFESTIS have the capacity and expertise needed to further grow and develop UniDesk welcoming new members and taking the service forward to a bright future.

Dawn Dodd, joint UniDesk Service Owner at UoE, said: “From the outset building the UniDesk Service and the journey we have been on since has been a real team effort.

“We would like to say a huge thank you to everyone that has been involved – from those that had that bright idea all those years ago and created and developed the service to everyone that plays a part in supporting UniDesk today eleven years on.”

Catherine Hetherington, fellow UniDesk Service Owner at UoE, added: “It really was a unique service to be involved with, and we don’t mind admitting that we are sad to see it go, but we know it has a very bright future ahead.”

James Morris, Chief Executive Officer of HEFESTIS, added: “Working with the UniDesk team at UoE was a pleasure, the passion for UniDesk was evident and both sides worked well together to make the transition successful.

“Going forward we will endeavour to continue with the same culture and ethics. I believe UoE has built a great service in UniDesk and it’s a foundation that HEFESTIS will build on and grow.”

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