Support that’s a walk in the park 

The Regent’s College technical team gets an education in enterprise-grade IT 

Regent’s College, one of the UK’s most respected private colleges have chosen SupportDesk the help desk software from Richmond Systems to supports all IT and communications equipment for the College’s 2,000 students, teaching, admin and services staff. 

The IT support software had to integrate quickly into the Regent’s College way of life as it was needed to support the implementation of a new student records system – set to centralise campus information and make administration and admissions far simpler for staff. 

Having used an internally development call logging system, the College needed a more efficient way to resolve IT support queries for the 25 strong team split across Support, Infrastructure and Projects. Through implementing the new help desk software the team were able to offer a higher level of service to staff and students alike. This was achieved by assigning calls to escalation paths, tracking resolution times and ensuring incident resolution was kept within agreed service levels.

According to David Elliott, Information Systems Manager at Regent’s College:

“Education has changed - a college like ours is run far more like a business nowadays.”  

“With IT a critical part of life for everyone - whether working on campus or remotely - we needed enterprise-grade technology to help keep things running smoothly.”

To read the full case study click here