IT Support

We've been kept busy in IT during November. Together the team dealt with more than 400 tickets, and achieved a stellar performance of a higher than 90% SLA.

We have a currently backlog of 75 open tickets we are continuing to work on.

What we've done in November:

Networking Updates - Jon has worked hard on a redesigned network setup. This setup has been trialled successfully at Westerleigh Crematorium, and will be being rolled out across the business. These networking changes mean fewer potential errors with printers, franking machines, and the like.

Apple Business Manager - Alex has worked hard to set up the Apple Business Manager tool. This allows IT more control over our company iPhones and Apple devices, making support for staff much simpler. It is expected that Service Desk staff will check in with iPhone users to join their devices to the Business Manager tool.

Document Management - as a part of our ISO compliance efforts, IT has assisted in the deployment and population of the Westerleigh Group Document Management System tool.

Coming up:

FreshService Orchestration: We are working on improving the IT Support Portal. With assistance from the supplier, we're working to automate many of the common tasks requested through the portal.

IT Site Audits: We are beginning audits of the state of IT at each site. IT staff will be visiting sites to perform the audit and note any improvement works.