Case StudyAdditional IT Helpdesk Support
WALGA is an independent, member-based, not for profit organisation representing and servicing the WA Local Government sector. Its purpose is to leverage the collective strength and influence of the Local government sector for the benefit of WA Local Governments and their communities.
With a leanly resourced IT team and facing the demands of significant project technology projects, a decision was made to introduce scalable operational support to assist internal staff resources. Focus Networks were engaged for desktop and application support skills. The Managed Network Service was implemented.
Two Focus Networks resources were inducted onsite. Secure access to internal IT support tools was configured. Support tasks are prioritised and then completed. Two key duties are completed:
- Day to day desktop helpdesk support
- Internal application support
Helpdesk support was introduced seamlessly with Focus Networks providing highly capable IT professionals possessing great interpersonal skills. An additional initiative was leading the introduction of desktop service tickets that has improved response times considerably. Modifications to existing internal applications deliver a better experience for WALGA staff.
Focus Networks perform as part of the WALGA ICT team. Their extensive experience with larger sites and Microsoft knowledge allows them to deliver reportable results to WALGA. Their operational support is appreciated.