Hornbill Systems has supplied its Supportworks ESP (Enterprise Support Platform) to West Suffolk Hospitals NHS Trust. The Trust helpdesk provides support to 3,000 staff for all IT systems including the patient administration system, desktop applications and hardware, networking and other peripherals. The helpdesk logs approximately 1200 calls per month, an increase of 33% over the last 12 months, and 75% of these are dealt with immediately either on the phone or via WinVNC for remote diagnostics. Since installing Supportworks the IT Department Support Team has expanded from 3 people to 7. Supportworks was selected for its flexibility and the ability to customise it easily.
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