SupportDesk relieves half term ICT overload
London school uses Richmond Systems tool to better manage support workload
The IT manager at a West London secondary school has been able to take a half-term holiday for the first time ever, thanks to SupportDesk. The solution was implemented in September to manage ICT support across the school.
ICT staff at Twyford Church of England High School in Ealing are now able to provide efficient, structured and measurable support based on the BECTA best practice Framework for ICT Technical Support (FITS) and ITIL processes.
Kevin St Cyr, the school’s IT manager, was able to take a much-needed break for the first time in his role.
“SupportDesk has completely changed the way we work, and made the ICT support function for the school much more efficient,” said Kevin St Cyr.
“Incidents can be raised via email or logged directly into SupportDesk, giving us a straightforward way of registering, centrally managing and reporting on the progress of support requests.”
“We didn’t have the usual backlog of requests to deal with in the half term holiday – so I was able to take the time off for the first time,” he added.
Eric Wright, managing director at Richmond Systems, commented:
“ICT should be an enabler for lessons, not a distraction, so it’s vital that IT systems are up and running at all times. The SupportDesk solution provides Kevin with the tools to enable his team to do their job effectively.”
“The most important thing for schools is to keep teachers teaching – so it’s encouraging to see that happening at Twyford C of E High School,” concluded Wright.
