As soon as I joined the Trust’s Central Team in July 2022, I identified a need for a helpdesk solution as a way to drastically improve operational efficiency within IT and other departments.
In early 2023, in collaboration with the Chief Operating Officer, I researched, evaluated and implemented a Central Helpdesk using a self-hosted, web-based helpdesk system. The helpdesk was first launched with IT, and then expanded to finance.
Key Achievements
- Researched, trialled, and procured a self-hosted helpdesk software as the Trust’s unified helpdesk solution.
- Migrated support workflows from email and legacy systems to a central, trackable platform.
- Expanded the helpdesk to cover multiple departments, with custom workflows and knowledge bases.
- Delivered training, support, and continuous improvements, ensuring high user satisfaction.
Impact
Immediately after implementation in IT and Finance, there were significant gains in operational efficiency. As a result, this platform now underpins IT, Finance HR, Estates, Compliance and Operations support both at Trust level, but also at academy level.
The Central Helpdesk has transformed support delivery, providing rapid, transparent, and accountable service to all staff and departments.