Property firm King Sturge has become a gold member of
the Help Desk Institute (HDI) to help further its
internationalIT service desk plans.
"HDI deals with the human side of IT as well as the technical
side of
IT service delivery, so its strategies are particularly
inspiring for IT service desk operatives," said Catherine Rush,
service support manager at King Sturge.
"HDI membership not only affords us the opportunity to stay more
in-touch with the IT support industry, via networking events and
newsletters, but also allows us to look more closely at how we
deliver service improvements in the long-term."
King Sturge recently centralised its global IT service desk
operations to London to support the company's growth plans, having
previously used three autonomous service desks in London, Bristol
and Manchester.
The IT support team now services 22 UK offices, more than ten
offices across Europe as well as King Sturge's office in Hong
Kong.
As part of the move to a centralised service provision, Rush's
team last year implemented an advanced suite of software called
e-Service Desk, provided by ICCM, based on a modular approach that
reflects the ITIL best practice framework.
Rush said, "HDI specifically analyses the way that IT services
are delivered and provides best practice solutions to ensure an
optimum IT service is achieved.
"Now that we have the tools in place that can meet our expanding
needs, we also want to be made aware of the latest best practice
strategies that will enable us to continue to drive a high-quality,
best-value IT support service on a global scale."
King Sturge is in talks with HDI regarding the attainment of
service desk certification for its service desk operation, and
hopes to start the audit process this May.