Transform your Service Desk with Norman

Our service integrates seamlessly into your existing setup. Typically, a simple telephone divert allows Norman to start handling calls on your behalf. We also provide chat widgets for your website and portals, using advanced scripting to ensure they work effortlessly with any existing chat tools you use. Our advisors record detailed information about all queries, including whether they are resolved or require further action. This information is compiled into daily reports, which can be easily imported into your service management tool for streamlined operations.

Data stored by Norman is used exclusively to handle queries and is automatically deleted once no longer needed. During the setup process, we will discuss the impact of data usage and ensure all necessary legal documentation for data processing is completed. For security, Norman is Cyber Essentials certified - you can verify our certification by clicking the Cyber Essentials Certified badge in the footer of our website.

While local access is not mandatory, it significantly improves response times and maximises the value your organisation gains from Norman. By far, the majority of queries to our service relate to account issues such as forgotten passwords or multi-factor authentication (MFA) lockouts - where staff and students need immediate support and expect a swift resolution.

For students, account access is a fundamental requirement for their academic success. Being locked out on a Friday evening should not mean losing an entire weekend of study time while waiting for the local service desk to reopen on Monday. During university closures, such as over the festive period, these delays can stretch from days to weeks, leaving students unable to access critical resources, disrupting their learning, and increasing support backlogs when services resume.

Granting Norman secure access ensures account issues are resolved within minutes, whenever support is needed. We offer multiple Microsoft Entra ID (formerly Azure AD) options for fully controlled, audited access with minimal administrative effort. Norman will work with your IT security and governance teams to address any concerns or risks around access provision, ensuring compliance while delivering seamless, secure support to keep staff and students connected without delay.

We offer flexible cover options, including half days, full days, or units of hours for ad-hoc use throughout the year. This flexibility enables you to utilise Norman’s services for team meetings, local events, training sessions, etc. This tailored approach ensures you have additional support whenever needed, complementing your subscription.

As leaders in providing IT support to Higher Education, we’re always looking for individuals passionate about delivering exceptional customer experiences. Our job opportunities are usually posted on the university work for us portal. For certain roles, we also partner with trusted recruitment agencies like Blue Arrow and Hays. Be sure to check their websites for additional listings.

Norman was established in 2006 as a shared service for the five universities in the North East Metropolitan Area Network (NorMAN) — Durham, Newcastle, Teesside, Sunderland, and Northumbria. Over time, Northumbria University became the sole operator and owner, and the service was rebranded as "Norman Managed Services" (commonly known as Norman).