Property firm King Sturge hones IT service desk with Help Desk Institute


Property firm King Sturge hones IT service desk with Help Desk Institute

Cliff Saran

Property firm King Sturge has become a gold member of the Help Desk Institute (HDI) to help further its international IT 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.

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