Helpdesk service enhanced

Trust lead estates manager David Poole explained: “Staffing a helpdesk inevitably carries cost, but providing additional resources to cover breaks, holidays, out-of-hours response and sickness, and just keeping the helpline available, means other administrative, supervisory and management staff have often needed to provide helpdesk cover.

“We were keen to find a technology to help. An inexpensive solution to provide helpdesk call logging on our existing intranet infrastructure was implemented using Gramms-Web. Hardware and software costs were minimal.

“Users can now log their own calls, removing problems connected with call volumes, out-of-hours working, holiday or lunchtime cover etc. The user interface is easy to use, and in the first month of operation over 250 calls were logged via the intranet. Furthermore, users can review their own jobs, and the helpline is still available for more complex or urgent issues.”