28 June 2005

New Helpdesk software

New helpdesk software will improve communication with staff about the status of their requests.

The Division’s helpdesk is managed using some software originally developed some time ago: we have been planning to replace it but with the uncertainly surrounding the centralisation of ICT services it was not thought prudent to invest resources in a new or upgraded solution that may be defunct if and when centralisation proceeded. The recent IT & Infrastructure planning day highlighted the need to press ahead with an update: among other things to provide staff with information about where their jobs were in the system.

BLIS has been using the Computer Associates UniCenter ServicePlus Service Desk solution (http://www3.ca.com/Solutions/Product.asp?ID=191) for more than a year, and recently HDS also began using it (previously HDS didn’t have a computerised request tracking system). BLIS has offered us access to their system, for which they have requested a modest fee to help them cover the costs of the infrastructure. We would also need to buy 4 or 5 licences and provide analyst and administrator training for our help desk people.