The organisation which promotes training for the UK’s energy services is powering ahead with new IT Help Desk software.
The Energy & Utility Skills Council (EU Skills) has introduced SupportDesk from House-on-the-Hill as its first formal Help Desk process. EU Skills, based in Solihull in the West Midlands, is the Sector Skills Council for the gas, power, waste management and water industries.
We needed a tool to log and manage internal Help Desk tasks and external customer queries, said Network Administrator David Minchin. The IT department also needed to be able to demonstrate how much resource is taken by running the Desk.
EU Skills, which also considered Sostenuto and Vivantio before opting for Manchester-based House-on-the-Hill, is using SupportDesk primarily for Incident Management – logging and managing Help Desk tasks.
House-on-the-Hill provided a suitable solution and was able to demonstrate how the product could be tailed to suit our requirements, Minchin added. By logging all support calls we are able to keep track of the progress of tasks, meaning no requests are missed or forgotten. As we extend the use of SupportDesk we hope to offer this management ability to other areas of the business.
Practical benefits for end-users include more visibility of the department to the rest of the business and the ability to provide a more structured approach to resolving IT issues, he said.
EU Skills purpose is to help employers identify their skills needs and provide effective solutions to improve business performance such as training tools and funding opportunities.