In October 2008, the department implemented Sitehelpdesk-IT, a web based IT support software as it met all of its requirements and was a fraction of the cost of competing systems. Since implementing Sitehelpdesk-IT, the department is finding the process of logging calls far more efficient as it stores all emails sent in by an end user so the system knows what time the call came in and who logged it. It is also easier to view what other technicians have been working on and at what stage of the process they are up to so they can take on additional work if they have the capacity, helping to make the department operate more efficiently. The time it takes for technicians to respond to IT issues has been reduced by an estimated 25 per cent. Another benefit of Sitehelpdesk-IT is the ability to report back to senior management about workflow levels and how the department is operating as a whole.
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