eServices & cloudW new Online Support Desk Launched

April 15, 2015

A new sophiscated hosted Online Support Desk has been introduced by the eServices & cloudW team this week. The move is part of a wider movement to give all Service Users and Schools a more streamlined approach to receiving better support in their use of ICT and online services provided from the City Council eServices team.  eServicesTeam manager Neil Beards explains further...


"The Wolverhampton City Council eServices team has now entered its 13th year supporting the City Schools and  recently expanded providing Office 365 support (cloudW) and School Website Design in addition to our well established ICT Technical Support Services. We were in the position where a more sophisticated online Service Management system was required to give us improved communication with our many Schools, improved reporting and call tracking facilities. It is also a nice method of utilising the skillset of the whole team with better visibility of issues across the City. It also offers integrated mobile apps for managing / updating or viewing the support calls. eServices has always striven to improve on its SLA provision over the years and as the team has expanded from only 3 members 13 years ago it now employs 20 staff and continues to grow.  We are excited to learn how this system will benefit our Service and our SLA users and we see this as a method also to help improve School staff ICT skills. Through its integral online knowledgebase and references to support documents and videos, not forgetting the personal touch of communicating with a member of the eServices team when you need one!"

 

For details on the new system please go to the Support section on the www.cloudw.co.uk\support website.

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