IT Support

January was a busy month for us in IT. Together the team dealt with almost 500 tickets, and achieved an 85% SLA.

We currently have a backlog of 116 open tickets we are working through.

What we've done in January:

Problem Management - Following our issues in December and early January, the IT team has reconfigured the printing across our sites to not use the uniFlow app anymore, now staff can print directly to the printer with no code needed. This work is ongoing, with a handful of sites still to be migrated.

New Sites - Waseley Hills' IT systems are online and operational, following several days of onsite support from IT.

Organisation - The IT team met up in January to discuss our strategy for the next year. Plans were set for improvement works and group structure.

Coming up:

FreshService Orchestration: We are working on improving the IT Support Portal. With assistance from the supplier, we've begun 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: Waseley Hills has been set up with our new network schema on up to date hardware. As the refreshes continue, we hope to get all sites up to the same standard.