Mental Health Trust improves user service with helpdesk centralisation


Mental Health Trust improves user service with helpdesk centralisation

Antony Savvas

The Humber Mental Health Teaching Trust has selected a helpdesk system to provide improved centralised IT support to primary care and mental health trusts in the area.

The Humber Mental Health Teaching NHS Trust has selected Supportworks ITSM from Hornbill Systems, for use by its centralised service desk.

The support desk has 18 staff using Supportworks ITSM to log, track and resolve calls from over 6,500 users and 3,500 devices across Hull Teaching PCT, East Riding of Yorkshire PCT and the Humber Mental Health Trust.

The organisation chose Supportworks ITSM for its ability to support new and existing ITIL standard processes and two-stage closure - where the helpdesk user also confirms the call is closed.

Adrian Purcell, head of IT services at Humber Mental Health, said, "We wanted to be able to provide a shared IT service that also delivers specifically what each client requires.

"Since implementing Hornbill's solution we have been able to run one helpdesk that can work to different SLAs and provide an improved, specific service to each business, rather than an averaged service for all."

Purcell said, "We can now implement new business processes that are ITIL compliant, and access meaningful information that enables us to better plan resources and work more efficiently."

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