IT Support

December was a busy month for us in IT. Together the team dealt with almost 450 tickets, and achieved a fantastic 93% SLA.

We currently have a backlog of 96 open tickets we are working through.

What we've done in December:

Problem Management - Following a Windows update to deal with the Log4J vulnerability, our printing software developed a bug when printing from some Windows programs. We got people working again, gave staff a workaround, and worked hard to find a back-end solution to reduce impact on staff. At the present moment, we're waiting on a software update from our printer vendor before we re-release the security patch.

Leased Lines - Barham's Internet has been switched over to a leased line, resulting in faster and more reliable Internet connections for staff on-site.

Backup Lines - The backup Internet line for the Vale is now in place, along with a new upgraded router. This will mean a more reliable Internet connection for staff on-site.

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 the network infrastructure at each site. IT staff will be visiting sites to perform the audit and note any improvement work requirements, such as improvements to Wi-Fi, the network, and power availability for IT equipment and phones.

Networking Updates: After the successful test deployment of a new network architecture at Westerleigh Crematorium, we will be rolling out the new architecture across our other sites. We expect this to help reduce the amount of issues staff have with printers and Wi-Fi.