Westminster Kingsway College selects Sunrise Service Desk Management Software

Westminster Kingsway College has selected Sunrise IT Service Management (ITSM) to support staff and students using desktops, laptops, tablets and printers on its network. The College is one of the largest further education colleges in central London with over 15,000 students across four main sites plus a number of community outreach centres in Camden and Westminster. The 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, which is easy and straight-forward to use, 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,” said Drew Keavey, Head of Information Learning Technology at Westminster Kingsway College. “It is a high priority for us that any technology issues affecting staff and students are resolved quickly. With Sunrise’s system the simplicity of logging a call and the smart search that shows other calls or issues associated with the incident helps us 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. It is the first step to help us review our processes, introduce structure to our working methods and implement Service Level Agreements.”

Westminster Kingsway College has a team of six agents on its Service Desk providing support weekdays from 8.30am until 9pm and 5pm on Fridays. Using Sunrise’s solution to log calls enables key staff to manage enquiries, freeing others to fix problems. Drew added; “Being able to access Sunrise via a tablet means that our Service Desk agents are able to go from place to place fixing problems, without having to come back to close a call and get the details for the next. This enables us to provide a more efficient service, and quite literally, gets us out of the basement and amongst our colleagues, which also helps us to provide a better and more visible service.”

Geoff Rees, Business Services Director at Sunrise said: “As well as being a long established Further Education College in London, Westminster Kingsway College is one of the largest providers of apprenticeships in London and is recognised as a leading provider of hospitality and culinary arts training. With the College staff reliant upon technology for their daily work and the knock on effect on students, it is vital to have an efficient IT support system in place. Sunrise ITSM Service Management provides the tools to put the Service Desk in control of their end-user's support needs.”