Top building services firm Speedy has introduced another new tool – IT Service Management solution SupportDesk.
The software, supplied by specialist firm House-on-the-Hill (www.houseonthehill.com), is being used by Speedy’s internal IT helpdesk which supports more than 4,000 users in the UK and Ireland. The product replaces a system provided by BMC Remedy. Formed in 1977, Speedy (www.speedyhire.com) is a leading provider of equipment and support services to construction, industrial, infrastructure and related industries with over 400 depots.
We needed a new tool because we were unhappy with the previous system, lack of support from our suppliers and difficulty in configuring a system to our needs without costly programmers time, said helpdesk manager Victoria Whittle.
Criteria in selecting SupportDesk included the ease with which it could be changed to suit Speedy’s needs and very open staff at House-on-the-Hill who were willing to work with us on our terms, she added. Manchester-based House-on-the-Hill was also well located in the same region. The firm also considered Remedy Light and Hornbill.
Victoria said the new tool would streamline processes throughout Speedy’s IT division as well as improving communication with end-users and internal IT departments. End-users would be able to look at their own fault calls at any time and no longer need to keep contacting the helpdesk for updates on IT issues.
The firm’s experience with House-on-the-Hill’s own support staff so far has been brilliant, she commented. They have been extremely helpful and knowledgeable, and we look forward to working with them on future projects.
Speedy was traditionally focused on tool hire but now also offers a wide portfolio of services including facilities management, training and communications.
Good IT Service Management can make a big difference to an organisation’s productivity, said House-on-the-Hill Managing Director Iain Broadhead. We’re delighted with Speedy’s reaction to date and look forward to helping the group build its reputation even higher.