Richmond college improves performance of IT with new support desk

Richmond-upon-Thames College has improved the performance of its IT systems with the adoption of an IT support desk.

Richmond-upon-Thames College has improved the performance of its IT systems with the adoption of an IT support desk.

It has chosen Richmond Supportdesk to speed up response times to IT problems across its campus.

Prior to signing the agreement via Richmond Systems' partner Jcom UK, the college dealt with support requests from its 7,000 students and 600 staff manually.

Jcom proposed Richmond Supportdesk as this service desk software would allow a faster and automated response from Richmond College's IT support services.

"There was no way of logging time spent on certain tasks, and the IT support team were frequently stopped on their way to other jobs to help with issues," said Wallace Simbanigavi, IT and telecoms manager at Richmond-upon-Thames College.

"We chose Richmond SupportDesk as it offered us the ability to automate the IT support process, saving us valuable time. Ultimately, we will be delivering a better service to staff and students. The next step for us will be to take the system mobile, giving support staff access via their PDAs," he said.

The College is also using Richmond SupportDesk to establish its own knowledge base of IT support information, where users can add previous experiences and share ideas via a bulletin board.

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