The Client

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.

Project Summary

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.

The Strategy

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

Proven Results

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.