MySupport is UAL's IT Support Desk. As part of the IT Engagement team, I was involved with the design of the platform, adapting a system written in C++. I had to take into account the UX of both student and staff profiles, and create something that would work given the limitations of the platform we had in place. I also help to write adaptation to the code to add in new functionalities, such as having a different look and feel based on the category of the help desk you are in. As part of our focus we want ed to encourage people to use the self help or knowledge articles trather than loggin a support call. Our strategy was successful has analytics over the following year showed this was happening.