SupportDesk: Housing Helpdesk

October 30, 2014


Housing Helpdesk: SupportDesk in the Housing Sector

House-on-the-Hill are excited to be attending the IT in Housing Exhibition for another year this November, on 18th-19th at London Olympia. SupportDesk is a popular service desk and housing helpdesk tool used within Housing Authorities and Associations across the country. The flexibility of the software has proved an advantage time and time again for these fast-paced environments where the needs of customers and staff are continually evolving. So, having a tool that can evolve with the environment is of high importance for many HAs.

Here are a just few examples of how SupportDesk users within the housing sector have benefited from the customisable nature of House-on-the-Hill’s service desk software:

Accord Group implemented SupportDesk as a central location for analysing and working to improve day-to-day IT support processes, and as a result, were able to achieve ISO 20000 accreditation in 2010. The HA were also aware that they would need to continually develop their system, so therefore a tool that would allow them to do this without requiring numerous costly development days was a huge advantage, and another reason for selecting SupportDesk as their Service Desk software tool. Read the full case study here.

Advance use both SupportDesk ITSM and SupportDesk HR as separate systems for the management of IT support issues, and internal Human Resources calls. Using the SupportDesk HR Helpdesk alongside their HR System means that everything can be accounted for, and that all calls which are not logged within the HR System can be routed efficiently and quickly through the helpdesk. This includes amendment to contracts, queries relating to benefits, logging absences plus numerous other items specific to Advance’s HR processes. Read the full story here.

Riverside wanted to integrate a new IT Service Management housing helpdesk package with other systems including Active Directory, in which user accounts are stored. The HA also wanted a full audit trail of each call, and for senders to be automatically notified by email, quoting a unique reference number, acknowledging that their notes had been received and were being actioned. So, they chose House-on-the-Hill as their service desk supplier, with SupportDesk helping to automate processes, providing a customer web portal and KnowledgeBase for known solutions. Read the full case study here.

If you are visiting IT in Housing 2014, be sure to stop by stand 50 to find out what SupportDesk can do for you! Or, you can speak to one of our consultants today on +44 (0) 161 449 7057.

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