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Hampshire Fire and Rescue Service’s IT team favours Supportworks Essentials help desk software
Hampshire Fire and Rescue Service has recently invested in Hornbill's Supportworks Essentials to facilitate its IT helpdesk. The IT team is using Supportworks to log all technical incidents and requests from over 2000 users located at 50 stations and its head office.
The Rescue Service selected Hornbill's help desk software for its ease of use and ability to provide an upgrade path to full ITIL adoption. Since using Essentials, the support desk has been able to set and meet service level agreements, provide improved customer service and promote more flexible working for staff enabling home and remote working to support business continuity plans.
Gill Slipper, IS Support Desk Manager at Hampshire Fire and Rescue Service said; "Supportworks Essentials matched all of our criteria for a tech support software tool. It is easy to use and configure, enabling us to quickly be up and running. It also provides us with an upgrade path to moving to the full ITIL-compatible system in the future.
"We have been able to customise Supportworks Essentials to match our requirements. The asset management aspect has been particularly useful, helping us to classify calls much more easily and set service level targets. We have also been able to manage our third party agreements better. Reports help us to see where there may be issues with support and also how our contracts with third party providers are meeting the agreed terms."
Twenty-five staff in the IT team, including the administration, technical and project teams use Supportworks Essentials to log calls from staff using all of its IT hardware, network and the many specific in-house applications. Incidents on equipment supported by third parties are also logged initially on Supportworks.
The IT team has customised the screens and call classes in Supportworks to match its problem profiles and processes. Call classes have been specified to match particular asset types, helping the team to identify incidents that may be associated with particular equipment.
With the implementation of Supportworks Essentials, the IT Team are now able to access the system from remote locations, either from home or from any of the stations within the authority. This means that staff are able to work more flexibly, from different locations. This supports business continuity plans and has been particularly useful in the recent adverse weather conditions.
The IT Team hopes to introduce Customer self-service in the forthcoming months. Following the success of Supportworks Essentials for IT service, the team also hopes to extend its use to HR and payroll and purchasing departments, supporting the induction process for new starters.
