Industry: Government
Services: Managed Services - Service Desk Services
The service desk enables the same level of service to be delivered to end users regardless of their location, skill level or equipment limitations.
About the Client
The Northern Territory Department of Education and Training is responsible for providing and promoting quality education for all Territorians. The Department employs over 3,800 people including 2800 teachers, principals and other school staff.
Project Overview
CSG was engaged by the NT Department of Education and Training to set up a new service desk from scratch which would offer first point contact for incident management for approximately 1000 corporate end users and over 2800 teachers and school administration staff. The service desk would serve approximately 90 metropolitan schools and 110 rural or remote government schools in the Northern Territory. The processes and technology required to be able to service both metropolitan and remote clients underpinned the overall design of the service desk.
Client Requirements
The Department of Education and Training needed to improve the quality and consistency of service levels delivered to ICT end users regardless of where they were located. Through enabling technologies the service desk’s aim was to be able to overcome equipment and capability issues for remote users and to provide an end to end management process for third party providers.
Our Solution
CSG Managed Services worked collaboratively with the Department of Education and Training to design a service desk which would deliver improved service levels to end users with consistency maintained, regardless of the end users’ location, equipment limitations or skill level. The Service Centre is run from a CSG office in Darwin. CSG was involved in the development of all policies and procedures related to the ICT services to be delivered. CSG’s involvement in the project included:
CSG designed a service desk which focused on improved efficiency through automation and improved quality through quality assurance being built into the daily routines of staff. Some features of the service desk and centre include:
Business Benefits
NT DET has realised the following benefits through the development of the new service centre:
For full details on our NT Department of Educaiton and Training Service Desk solution and services click here.