Warwickshire Education Services (WES) has installed Quetzal v4 to run its IT support operation for 260 schools across the county.
WES is Warwickshire County Council's support for school services - from premises to personnel, finance, communications and information services.
The schools operate between 10 and 25 PCs for administration purposes, using both Novell and NT networks. Primary schools have a wide range of configurations using a range of software - from word processors and spreadsheets to the main schools management information system (SIMS). This is a standard package used in education environments throughout the UK.
"Calls are logged on our helpdesk where basic advice and questions may be dealt with," said Jerry Paylor, development manager for WES Information Services. "However, it is more usual for calls to be logged then automatically assigned by Quetzal, depending on the call subjects, to our support desk. We now operate a two-tier helpdesk."
Payler highlighted as particular advantages of the system Quetzal's highly visual layout and "traffic lights" approach where logged calls are colour coded according to their status against pre-determined service level targets.
Paylor believes that the computerised call logging and helpdesk system has put WES back in control of its own time. It delivers a far more structured operation, logical prioritisation, and most importantly, much happier staff and customers, he said.
WES Information Services now subscribes to 21 concurrent Quetzal user licences, which include "add-on" modules Q-Alert and Q-Mail that allows them to highlight critical and high impact calls to the helpdesk or project manager via e-mail, pager or facsimile.
"We're educationalists and our customers are not technical wizards. Keeping problem resolution simple is really important because these people can get discouraged from using technology very quickly. The helpdesk is considered critical to the success of WES IT strategy in this respect and we are more than satisfied with the performance levels being achieved as a result," Paylor added.
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