Help Desk Software

Introduction of ITIL processes has helped lower the amount of help desk calls received at Your Homes NewCastle, a Housing Group Company. Calls to its help desk have been reduced by one-third after the release of its new service desk. This has been mainly attributed to the fact that ITIL has helped decrease the calls that were related to minor problems. The IT Department had previously been swamped with minor errors, decreasing the productivity of its service desk.

With 850 employees to support, YHN decided to take a more proactive approach and help decrease the number of callers with minor problems. In doing so, they had hired a Consultancy Group to help implement ITIL. This has helped increase the productivity as well as the efficiency of its service desk by being able to drastically reduce the amount of calls received.

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