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Sun Rises on London College

11 June 2015 | Updated 01 January 1970

Westminster Kingsway College has selected a service desk management software to support staff and students.

The London Further Education College (FEC) chose Sunrise Software’s ITIL based system for its IT support for its staff and students using desktops, laptops, tablets and printers on its network.

The college is one of the largest FECs in central London with over 15,000 students across four main sites, plus a number of community outreach centres in Camden and Westminster.

Its Information Learning Technology department selected Sunrise’s service desk management software to enable it to move to a more customer-focused support environment based on ITIL processes. Sunrise’s self-service facility will enable teachers and business support staff to log their own calls, saving time and ensure they receive a more visible service. The service desk intends to use call data on which to base service level agreements, enabling it to monitor and measure improvements in service.

“We liked the look and feel of Sunrise ITSM – the self-service has a consumer look and feel and is easier to use for our end users,” explained Drew Keavey, Head of Information Learning Technology, Westminster Kingsway College. “It is a high priority for us that any technology issues affecting staff and students are resolved quickly.” Mr Keavey went on to state that the new system allows for the simplicity of logging a call and the smart search that shows other calls or issues associated with the incident helps the college to spot trends. “Logging calls and the type of queries will enable us to identify training requirements and give us an informed, data driven approach to improvements,” he said. “It is the first step to help us review our processes, introduce structure to our working methods and implement service level agreements.”

Picture: Among the advantages of the Sunrise Software at Westminster Kingsway College is it enables teachers and business support staff to log their own calls, saving time and ensure they receive a more visible service.

Article written by Cathryn Ellis | Published 11 June 2015


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