Is Your Help Desk in Trouble? A blueprint for building a help desk you can be proud of


The University of Bradford knew something had to give. Its HR department was drowning in painfully slow manual processes, and a lack of insight into day‑to‑day activities had left management in the dark. The solution? HR service management.

In this case study, you’ll discover how the university built a self‑service portal to give 3,000+ employees 24x7 access to critical information and created prioritized workflows for a multi‑tiered service model.

In just one month, the university was able to:

  • Achieve an 87 percent user satisfaction rate
  • Free up senior staff to spend less time pushing papers and more time on strategic initiatives
  • Address and resolve a substantial portion of nearly 2,000 backlogged inquiries

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