IT Support

In May the team dealt with 371 tickets, and achieved a 88% SLA.

Our backlog stands at 90 open tickets we are working to fulfil.

What we've done in May:

Mobile Phones: Alex has successfully configured our environment to be compatible with Android phones. Some Android devices will be being passed out to staff as part of the Memorial Safety project.

SSC IT Works: In May, we overhauled the network at SSC to newer hardware. We also got a faulty power supply unit replaced, stopping the annoying alarm that was affecting staff.

• Removed 2 old switches and replaced with 1 48port switch
• 3 new Wireless Access points installed and configured with Secure Corporate Wi-Fi for Work devices and separate Staff Wi-Fi for Staff members personal devices
• Cleared up the networking cabinet

IT Site Audits: Our audits of the state of the network infrastructure at each site have continued. Jon has been 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.

Improved IT Processes: We've worked on some of our internal processes and done some group training. We're hoping staff should see some improvements in requesting purchase of hardware, and responsivity in resolving Sage desktop issues.

Coming up:

IT Site Audits: More sites will be audited to update their IT equipment.

Chronicle: As part of the Chronicle project, we're upgrading all our desks to have at least 2 monitors. We expect this to progress in June, with new monitors being delivered to sites.