Sevenoaks District Council Puts Priority on Service with Hornbill's Supportworks Helpdesk Software
April 3rd, 2006 -- Sevenoaks
District Council employs state of the art IT Service Desk system to
ensure first class IT and telephone systems support to staff.
Sevenoaks District Council has invested in Hornbill's Supportworks to assist in providing helpdesk support to over 500 Users including councillors using the organisation's IT systems, telephone lines and mobile telephones.
Hornbill was selected from three short-listed helpdesk products as the best 'out of the box solution', being both intuitive and easy to use. The 10-strong Service Desk team at Sevenoaks District Council is split into support engineers who use the system constantly, front line and back office support. The team also has a GIS Manager and engineer.
More recently the support team has also taken over support for the land line and mobile telephones in addition to all IT hardware and software, including PDAs, printers, modems and fax machines. All support calls and email requests to the helpdesk are now logged in Supportworks and assigned a priority. The user is sent an email when the call is accepted by a support operative and kept informed of progress.
All calls are prioritised and a traffic light system provides an 'at a glance' summary of outstanding calls that need immediate attention.
A web self-service helpdesk option has also been recently introduced which enables customers to log an incident, track their call, and see when it has been resolved via the Council's intranet.
The IT team also uses the call logging and reporting for planning resources and staff requests. Mike Williams, Technical Support Engineer at Sevenoaks District Council: "Supportworks has made a positive difference to the way our helpdesk operates. It was up-and-running very quickly and is simple to use so we didn’t have to spend lots of time and resources at the implementation stage. Importantly it has helped to make the service even more efficient than before, which benefits our staff and ultimately our most important customers, our residents."
"The system has been further enhanced by product updates over the last two years since Supportworks first went live." he added.
Gerry Sweeney, Managing Director at Hornbill Systems commented, "For public serving organisations like Sevenoaks District Council supporting the community is a top priority. It is paramount that staff providing support to their community are able to focus on their job rather than the tools and infrastructure they need to do their job. The Supportworks helpdesk solution makes complicated tasks easy to carry out ensuring that its users are more productive and focused on their work. By leaving the details of process, workflow and SLAs to Supportworks, the support team are able to focus their efforts on their customers, improving efficiency and cost effectiveness, really important issues when spending public money."
Hornbill's IT Service Management solutions empower Service Delivery Teams to deliver truly customer-centric service and drive greater operational efficiency, enabling them to increase customer satisfaction and do more with the same resources.
Supportworksapplications can be deployed as a cloud-based solution using myservicedesk.com or On-Premise.Ease of use for both service desk analysts and business users ensures customers are able to quickly deliver business value through rapid deployment and adoption of Self-Service, automation, proactive problem management and innovative knowledge management features. Unique 'Human Touch' features improve the service experience, putting people at the heart of the Service Desk.
Hornbill solutions include ITIL-compatible IT Service Management (ITSM), IT Helpdesk, Human Resources, Facilities Management and Customer Services, with the flexibility to build additional service desks at minimal extra cost.
Customers include: :Buckinghamshire Hospitals NHS Trust, Camelot, Greggs, Kent County Council, Knight Frank, London Borough of Merton, London School of Economics, Natural History Museum, The National Archives, Toyota Motorsport and University of Portsmouth.
Hornbill was founded in 1995 and has its Head Office in London. For more information about Hornbill's service management solutions please visit www.hornbill.com.