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IT Services

Desktop Managed Service

  • Service Group: Help, Support, and Policy Service
  • Users: Staff

Operating Systems & Devices Covered





Workstations, Laptops, Surface Pro


iMac, MacBook and iPad

Excludes iPhones


Desktops, Laptops


The staff desktop service provides managed laptop computers to staff in a systematically managed and supported environment. Centrally managed application distribution provides a core application set and other commonly used applications at current versions. Many business applications are made available through this service. Patching and security updates are automated. Centrally managed file services and computers provide the ability to use any managed computer, not just the one at your desk and have your files available to you. Remote working is available with the managed staff service. More information can be found here.

This service is available to all staff that have been migrated to the ITS centrally managed service which includes all of Professional Services and a number of Academic schools.  Guide to current service offering 

The service is based on providing a device of choice for users* from a standard IT Services offering, through purchase agreements with suppliers for Dell and Apple, supported by a centrally managed service. Schools and Institutes are asked to give sufficient notice to ensure on-time delivery – we ask that you allow 20 days for ordering, building and installation of a device.

*Funding: Devices for PhD students and pooled/loan devices (eg, laptops) in a School/Institute office are funded by the School or Institute.

Managed Research Desktop Service (MRDS)

Predominantly aimed at research staff and students, this service allows users the freedom and flexibility they require to carry out their daily activities with the assurance that they are complying and aligning to digital security best practices.

mRDS inherits all the security and management features of the standard managed service including access to the wide and rich list of packaged application/software.

A Virtual Machine is integrated as part of the mRDS build and this is the secure safe space/environment where users will have full administrative rights to carry out their testing, development, research and teaching work.

However in order to ensure we mitigate any risk to compromising QM’s managed network on which our core/critical business systems reside,  mRDS sits on a new and completely separate and segregated security network.

Please find below service definition for our managed services:


Standard Managed Service

Managed Research Desktop Service (MRDS)


QMUL default service

Assessment required

Administrative rights



*Only within a Virtual Desktop

Business critical systems e.g. Finance - Agresso, HR Resource Link, SISTs client



Only web versions if available

Access to storage

OneDrive and SharePoint




Research Data Store








Request, test, deployments and updates


20-day SLA

Only if available on the standard managed service

Security patches and updates



Maintenance and audit



Device refresh rota (4 years)



 Please be reminded, the standard Desktop Managed Service is still the default image/service for a device request.  Should the standard Desktop Managed Service NOT meet your requirements/fulfil your needs, a business case to justify reason(s) and approval from your line manager and/or FDO is required after assessment from ITS research, security and Head of Service Delivery and Operations to support your request. Please find checklist in the Exceptions section below. 

Managed Research Desktop Service (MRDS) Specifications & Features



MRDS Features





Laptop devices spec

Option D from the service catalogue

14” Screen Enhanced Graphics

12th Gen. Intel® Core™ i7

Nvidia GeForce MX550 Discrete Graphics w/Thunderbolt

16 GB Memory

1 TB Hard Drive

MacBook Pro 13-inch
Apple M2 chip with 8-core CPU
10-core GPU
512GB SSD Hard Drive
Space Grey


Admin rights





Managed network (SD25)





MS Office 365 license





Desktop Virtual Machine (VM)

Oracle Enterprise Desktop VirtualBox

Desktop Parallels Business

a)      Admin rights




b)      GPU Passthrough





c)      Other

Spin up Windows and Linux VM

Spin up Windows and Linux VM

AppleID not available in VM


Application and Software Requests


List from standard managed service list here


800+ for Windows

As per School/Institute standard managed collection




ISO27001 Compliant





Wired Service

Upon Request mRDS Auditing end user connections Checklist Template.docx

Upon Request mRDS Auditing end user connections Checklist Template.docx

Upon Request

mRDS Auditing end user connections Checklist Template.docx

* Funding of devices for PhD students and pooled/loan devices (e.g. laptops) in a School/Institute office are funded by the School or Institute.

Replacement PC

Where a device is either no longer fit for purpose, or beyond economical repair, IT Services will replace on a like-for-like* basis. Where a user then requests an upgrade/higher specification (e.g. additional RAM to run memory intensive applications, screen quality, accessibility) from the standard IT Services’ offering**, this must first be approved by the School/Institute Manager and funded from the School/Institute budget.

*desktop PC; laptop; Mac device

**The standard support and desktop provision from IT Services is for one device per user.

Should there be a need for a device to be used both in the office and at home/other locations we promote the laptop, docking station and monitor solution in the office. Please refer to the service catalogue to view the standard range of models available. Note: if the user has access to the central File Store, the QMUL policy is that documents and files should be stored centrally, NOT on the device hard drive for security reasons – this therefore should not necessitate the need for higher capacity storage.

Example 1: Starter in a newly created role 

IT Services will provide the current standard device unless a specific request is made for a higher specification Dell, Dell laptop or current standard Mac device.

Should a higher specification Dell or Mac model be required any additional cost must be approved by the School/Institute Manager and funded from the School/Institute budget.

Example 2: Starter in a replacement role

The replacement member of staff should ideally take the previous incumbent’s device. Should the replacement require an alternative device or an upgrade (e.g. additional RAM) this should be requested in advance, and any additional cost must be approved by the School Manager and funded from the School/Institute budget.

Before ordering please ensure the user familiarises themselves with the following Health and Safety Display Screen Equipment (DSE) guidance:


What Do Managed Desktops Include? 


Please see the Device choices by staff group information.


Software provided on the Staff Managed Desktop Service falls into two categories, standard software which is installed on workstations by default, and optional software. Optional software includes specialised applications and applications which are not used by most people. Licences may need to be purchased for some items.

Standard Software

  • Windows
  • Microsoft Word (Office 365)
  • Microsoft Excel
  • Microsoft PowerPoint
  • Microsoft Publisher
  • Microsoft Access
  • Microsoft OneNote
  • Microsoft Outlook
  • Microsoft Teams
  • Microsoft Edge
  • Mozilla FireFox
  • Google Chrome
  • Adobe Acrobat PDF Reader
  • 7-Zip
  • QMFonts
  • FileOpen Client
  • Antivirus/malware

Examples of Software Available on Request

  • Microsoft Visio
  • Microsoft Project
  • Microsoft Office Mix plugin for PowerPoint
  • Stats packages: SPSS, Stata, Genstat
  • Putty SSH client
  • Oracle client
  • Adobe CC products (Audition, Encore, Photoshop, Illustrator, InDesign, Dreamweaver etc.)
  • Adobe Acrobat Professional
  • EndNote
  • DDS software including Zoomtext and Jaws
  • Claro Read (assistive software for reading and writing)
  • Maths software including Matlab, Mathematica & Maple
  • SAS
  • Esri ArcGIS
  • Dragon Naturally Speaking

Looking for software that's not listed above? Contact the IT Service Desk for details on additional software we can provide. 

Apple Mac

  • MS Office, including Teams, Outlook, Powerpoint, OneNote, Excel, & Word
  • Horizon
  • Firefox
  • Chrome
  • RDS client
  • SPSS 27
  • Endnote
  • Emacs
  • Mitel Micollab client
  • Adobe apps - individual licences must be acquired from Business Support


  • Standard Linux environment
  • Open Office (LibraOffice)
  • Horizon
  • Firefox
  • Chrome
  • RDS client
  • Emacs
  • Teams
  • Magma
  • Maple
  • Mathematica
  • Matlab
  • MiKTeX
  • Python - Anaconda 3.8
  • SageMath
  • Scilab

How to Request This Service

Self-service: Service Desk

How to Request a Replacement

A request for replacement should ideally be made by the School/Institute Manager via Service management tool clearly indicating if the current device can be removed. By doing so, it is assumed that School Manager approval is given and negates the need for the Service Desk to forward for approval. Should the process of ordering in a School/Institute be undertaken by someone other than the manager, then please include the manager’s emailed confirmation.

A member of Campus Customer Support (CCS) will be in touch to make arrangements for installation/replacement. Where local IT support is available, CCS will liaise with them.

How to Request Additional Software

Requests for additional software applications can be done via our IT Service Desk by emailing Please allow a minimum of 15* business days to perform software evaluation and installation. Requested software must be tested by the person requesting the software or somebody with the appropriate skills to carry out the required tests at least 5 business days before the intended use.

Software request should include the following:

  • Software Title
  • Business requirements for the application (What is its purpose)
  • Software installation media or web link that the software can be downloaded from
  • Software licensing information (what are the terms? is there a license file? or key?)
  • The number of users of the application, as well as a nominated person(s) for pilot/User Acceptance Testing (UAT)
  • Make, model and service tag of the computer to be used for UAT
  • Any specific custom configurations required for the application (e.g to use special hardware)
  • If similar alternative software of the same type is already available via the managed service, justification for your new app will need to include reasons that the current alternative does not meet your requirements.

NOTE: IT Services are obliged to evaluate the software to ensure that it doesn't violate any of our security policies.

Device Collection or Courier

Should the end-user want to collect, or arrange for a courier to collect, the device for home use, then Campus Support are available between 9am and 5pm in G.15 in Francis Bancroft, Mile End Campus. 

We request that they arrange a date/time through the ITS Service Desk. 

Note that we are unable to offer packaging services – this needs to be organised by the person requesting the service or via the courier company. 

Lead time

Laptop-related requests should be made 20 working days in advance. 


There is no cost for this service, however, this is a role-based service which requires local approval prior to requesting access. 


Hours of Service: 24/7/365
Supported Monday to Friday 7am–7pm (with limited out-of-hours support available on Bank Holidays and University closure days).


Contact the IT Service Desk
Call: +44 (0)20 7882 8888
Self-service: IT Service Desk

Dependent Service

This service is dependent on Infrastructure Services. 


Should the standard Desktop Managed Service NOT meet your requirements/fulfil your needs, a business case to justify reason(s) and approval from leadership, research and security teams is required to support your request.

Checklist - Exemption from Managed Build [DOC 41KB]

Checklist Form [DOC 43KB] (For Non-recommended Devices)

NOTE: For a self-managed, non-recommended device BOTH forms are required.

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