Changeworks revolutionises IT Support with House-on-the-Hill

service desk software

June 30, 2011


Changeworks revolutionises IT Support with House-on-the-Hill

One of the UK’s leading environmental charities now uses House-on-the-Hill’s SupportDesk ITSM help desk software service management tool to ensure the efficient and smooth-running of its IT support helpdesk. Changeworks Resources for Life Ltd. is using SupportDesk to log IT requests and to implement a more sophisticated process for dealing with end-user calls and requests.

Based in Edinburgh and now supporting over one-hundred staff across the country, Changeworks ICT Manager Charles Mackenzie identified the underlying reasons in switching to House-on-the-Hill for its service desk needs:

House-on-the-Hill was chosen because it was a good fit for our organisation, he said before adding: Whereas a phone call is easy to forget,[SupportDesk] allows us to have a visual overview of outstanding tasks.

Changeworks, which evolved from an already-established Lothian and Edinburgh environmental charity, changed their name in 2006 to reflect their newly-found national status and cite their main function as providing the information to help inspire people and communities to make a difference.

As befits a company whose mantra is built around innovation and energy efficiency, Mackenzie appreciates the economical architecture of SupportDesk:

All the information relating to a call is kept in one place and it is very easy to assign calls and respond to users promptly.

After initially approaching House-on-the-Hill at the Servicedesk and IT Support Show in 2010, and having reviewed several other systems, Changeworks selected SupportDesk and Mackenzie praised the assistance he has received so far from the Manchester-based company’s support team:

On the rare occasions I have needed to call in for support, the people at House-on-the-Hill have been very helpful, willing, and quick to respond.

Another advantage Changeworks have implemented in their short time as House-on-the-Hill customers is the increased flexibility of using SupportDesk’s web-server to allow their country-wide staff to log and track calls from a variety of locations. Mackenzie and his team also use the HotHLDAP connector for integration with active directory and House Forms for customisable HTML web-form creation, as well as a whole host of other SupportDesk add-ons.

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