Wirral Partnership Homes is using Sitehelpdesk.com to deliver web-based support for its internal IT department and improve the efficiency of WPH’s IT helpdesk.
Sitehelpdesk.com has implemented its web-based system to log calls from end users to WPH’s internal IT department, helping it to respond to and deal with IT issues more efficiently. The Sitehelpdesk.com system will also allow the IT department to maintain an effective disaster recovery plan by keeping a log of all IT equipment, including location and responsibility, so that issues can be recovered or fixed quickly.
Richard Taylor, technical support analyst, Wirral Partnership Homes, said, “Since using Sitehelpdesk.com, we have noticed significant developments within the IT department. We have benefited from an increase in efficiency, whereby users are able to log their own jobs, and save the technician’s time.”
The software also logs all calls and monitors how quickly each query is dealt with to provide detailed reports for senior managers on the IT department’s performance. Before deploying Sitehelpdesk.com, WPH was using Track-IT! Standard, but the service did not provide all of the facilities it required, such as a self-logging portal for end-users, the scope to deal with change management and detailed reporting tools.
WPH is also using Sitehelpdesk.com’s add-on applications including SLAmonitor, EMLmonitor and WMImonitor.
Taylor explained, “SLAmonitor provides a visual representation of all jobs which are out of priority time on our SLAs, while EMLmonitor ensures that all emails to the IT helpdesk are logged without intervention from the IT team. WMImonitor lets us gather PC information without effort; we can configure which information WMImonitor gathers and how often, and we can also monitor any installed software and report on things such as software compliance and the specification of our hardware.”