Image of the customers

Customer Service

Information Centre and Digital Skills

The Information Centre handles all enquiries on behalf of Information Services.  The team provides first and second line support to the University community in response to faults and service requests logged, making every effort to resolve the issue at the first point of enquiry.  An enquiry management system (UniDesk) is used to record and manage enquiries received, referring them to second or third line support teams when required.  The team also provides a range of face-to-face support, including a bring-your-own-device (BYOD) service. The team is responsible for the UniDesk Self-Service portal which aims to empower our staff and students by putting as much IT knowledge as possible into their hands. Self-service also allows staff and students to log and track their own calls and give us feedback.

The team also has a digital skills remit which includes, for example, educating our staff and students in the area of digital security and wellbeing.  We are also responsible for the running of the annual JISC Insights Surveys to gather feedback from staff and students on their use of university digital technology.  The survey analysis allows us to help determine the future direction of digital technology throughout the University.

Team manager: Trish Davey 

Library Operations and Service Development

The Library Operations and Service Development team will continue to operate a highly accessible academic library, ensuring optimum staffed opening times to reflect the academic year in line with the requirements of students and staff. The team will continue to support ever-increasing demand for document delivery services; and will play a critical role in developing the customer-service approach for IS.

Team manager: vacancy

Learning and Teaching Support

The  team brings together the librarians and digital learning developers to provide an integrated faculty liaison service. The team will provide a focused approach to developing and delivering services to faculties according to their specific requirements, whilst ensuring a consistency in approach. The team will facilitate improved communications and build upon relationships between faculties and Information Services in its widest sense.

Team manager: Derek Robertson

Contact details for Academic Liasion Librarians
Column one lists the Academic Liasion Librarian name and location, column two indicates the faculty they work with
Academic Liasion LibrarianFaculty

Helen Beardsley

S4, Lower Studies Corridor, University Library

Arts and Humanities, excluding Law

Clare Crowley

S3, Lower Studies Corridor, University Library

Faculty of Social Sciences and Psychology

Health Sciences and Sport (acting)

Social Sciences and Psychology

Shirley Millar

S5, Lower Studies Corridor, University Library


Faculty of Natural Sciences and Law

Stirling Management School (acting)

Natural Sciences and Law

To contact an academic liaison librarian please email

Contact details for Learning Technologists
Column one lists the Learning Technologist name and location, column two indicates the faculty they work with
Learning Technologist Faculty

Derek Robertson

3B147, Cottrell Building

ext 7702

Team Manager

Steve Boulton

3B147, Cottrell Building

ext 6883

Health Sciences and Sport

Sarah Grayston, 3B147, Cottrell Building or A2 Pathfoot

ext 6895 (ext 7522 on Wed)

Mon, Wed, Fri: 7am - 1pm

Tues, Thurs: 7am - 5.30pm

Arts and Humanities

Currently seconded to Academic Development on Wednesdays and Thursdays)

John MacMillan

3B147, Cottrell Building

ext 6826

Stirling Management School

Louise McIntosh

3B147, Cottrell Building

ext 6879

Social Sciences

Ros Walker

3B147, Cottrell Building

ext 6873

Natural Sciences

Andy Sim

3B147, Cottrell Building

ext 6827

Media Producer

Alison Giles and Kirsteen Young

Information Centre

University Library

ext 7250

General first-line support for all e-learning enquiries at the Information Centre


Library and Archives Research Support

The Library and Archives Research Support team provides a tailored support service to the research community, in order to support the University’s ambitions to grow research income and activity. The team brings together existing staff and resources (including the University Archives, research data management, APCs, etc.) with additional support roles, enabling dedicated support and liaison activity which serves the research community. The team can help you with services such as Worktribe, the APC fund, Open Access, STORRE and DataSTORRE; archives, research drive and bibliometrics. The team provides training and induction sessions as well as one-to-one support.

Team manager: Post not currently filled


Person and Location


Post not currently filled

Team Manager

Clare Allan

S6, Lower Studies Corridor, University Library 

ext 6848

Senior Research Librarian


Karl Magee

Archives and Special Collections Area, University Library or

ext 6619

University Archivist

Betsy Fuller

S6, Lower Studies Corridor, University Library also also, 

ext 7551

Repositories’ Librarian

Rosie Al- Mulla

S6, Lower Studies Corridor, University Library

ext 6078

Monday, Wednesday (pm) and Friday

Research Support Assistant (Research Support)

Rosie Al- Mulla

Archives and Special Collections Area, University or 

ext 6070

Tuesday, Wednesday (am) and Thursday

NHS FV Archivist and Research Support Assistant (Archives)


Library Collections Management

The Library Collections Management team will be responsible for administering the university library’s collections. The service encompasses the procurement (often through national agreements), description and maintenance of the library's books, journals, and electronic resources in support of the university's teaching and research. It includes metadata services relating to reading lists, the digital repository and the research data repository and administration of the Library’s Management System (LMS).

Manager: Colin Sinclair