One of the world’s greatest collections of Western European paintings has discovered the art of using a single Help Desk tool.
The National Gallery in London (www.nationalgallery.org.uk) has extended its use of House-on-the-Hill’s SupportDesk software solution to help manage the building’s infrastructure as well as the work of its IT Department.
We had a single Help Desk for several years but were using two different call logging systems – SupportDesk for IT and a facilities management tool for other issues, explained Information Services Support Manager Sarah Harding. Our experience of House-on-the-Hill was so good that we’ve expanded SupportDesk to cover general building issues as well as IT problems.
She added: A single system is simpler and there’s no need to troubleshoot integration issues. The buildings infrastructure team now knows that if something goes wrong it is going to be fixed in quick order.
The IT department deals with all computer-related calls reported by the Gallery’s 650 staff and provides technical support for its popular Website.
In addition to computer problems, the software can also be used to log and track issues relating to electrical systems, the moving of equipment, cleaning, and environmental control. Maintenance sub-contractors can monitor work assigned to them by using SupportDesk’s Web interface.
Licensing and support costs for House-on-the-Hill were significantly less than alternative systems and extension of SupportDesk has gone very smoothly, Sarah said.
The National Gallery’s collection includes works by Van Gogh, Canaletto, Monet, Titian, Constable, Raphael and Stubbs.
Iain Broadhead, Managing Director of Manchester-based House-on-the-Hill (www.houseonthehill.com), commented: We’re delighted that the National Gallery has painted such a favourable picture of SupportDesk. It’s always encouraging when a client is so pleased with our product that it wants to gain even more benefits from it.