350 staff and contractors at Whangarei District Council rely on IT services to do their jobs. If and when they need assistance, they want a fast, professional response. Until recently, WDC’s outsourced service desk contractor wasn’t able to deliver the immediate support required. As a result, WDC staff had lengthy wait times for their calls to be answered, first-level problems weren’t being resolved as well as they could be and staff were by-passing the service desk altogether, causing scheduling problems for WDC’s in-house tech support team. WDC needed to make a change.
Eagle Technology’s EagleCare Service Desk has provided the level of support that WDC requires. With five dedicated EagleCare service desk staff available daily from 7am to 6pm, WDC staff are assured of an immediate response and, often, resolution within minutes. EagleCare, created within an ITIL framework and based on CA’s Service Desk Manager, includes extensive reporting capabilities and provides for total visibility for IT service issues across the organisation. WDC’s expenditure for EagleCare is roughly equivalent to what they were paying before and the productivity gains has made EagleCare an extremely cost-effective initiative for WDC.