IT helpdesk

The request was partially successful.

This is a freedom of information request.

1. Do you have an IT department?
2. Does the IT department manage the servicedesk(s) – if not, which department is responsible?
3. Who specifically manages the helpdesk/servicedesk? (Contact name, details)?
4. What IT helpdesk tool(s) is/are in use (eg. SpiceWorks, Freshdesk, etc) if not, how is your IT managed?
5. What is the price per annum of said helpdesk tool(s)?
6. What is the annual budget available for helpdesk tool(s)?
7. What are the requirements of the IT team; or, what the tool(s) is/are used for?
8. What are the redeeming qualities of the tool(s) (and negative qualities)?
9. What is the start date, length and review date of the contract with the helpdesk tool(s)?
10. How many operators currently use the ITSM tool?
11. How many end users currently use the ITSM tool?

Thanks,
Angus Rosie

FOI (Dartford),

Thank you for your FOI request which will be responded to within 20
working days unless the Council agrees an extension of time with you.

 

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Paul Blake,

Please find FOI response.

 

 

1. Do you have an IT department? Yes

 

2. Does the IT department manage the servicedesk(s) – if not, which
department is responsible? Yes

 

3. Who specifically manages the helpdesk/servicedesk? (Contact name,
details)? Joint responsibility - Technical Team

 

4. What IT helpdesk tool(s) is/are in use (eg. SpiceWorks, Freshdesk, etc)
if not, how is your IT managed? Bespoke application developed in house

 

5. What is the price per annum of said helpdesk tool(s)? NA

 

6. What is the annual budget available for helpdesk tool(s)? NA

 

7. What are the requirements of the IT team; or, what the tool(s) is/are
used for? To log, manage, and report on end user IT problems

 

8. What are the redeeming qualities of the tool(s) (and negative
qualities)? Inexpensive – lacks full functionality

 

9. What is the start date, length and review date of the contract with the
helpdesk tool(s)? NA

 

10. How many operators currently use the ITSM tool? 3

 

11. How many end users currently use the ITSM tool? None – All calls are
reported via email and automatically logged into the system or by
telephone and manually logged by the support team.

 

Kind regards,

 

Paul Blake.

 

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