Stadtwerke Jena-Pößneck: Renewed IT help desk

The ConSol CM help desk solution now guarantees a smooth process for IT requests in first and second level support of varys, an IT service provider that operates in close proximity to the energy supply sector. The ten employees working at the IT help desk are confronted with a significant number of IT requests every day.

The user support hotline is the first level of support for IT users. Requests for server and network services or infrastructure are transferred from the hotline to employees in the ‘Central Systems’ department via software. The ‘Decentralized Systems’ department is responsible for peripheral devices, computers, and telephone systems distributed across several locations. It receives problems transferred from the hotline and processes them using ConSol CM.

Benefits:

  • Transparent linking of asset data, service tickets, and contact data
  • Shorter response times
  • Efficiency and high-quality service
  • Informative evaluations at the click of a mouse

“With ConSol CM, we finally found a help desk solution for our IT service management that combines our previous asset management with a workflow-supported ticketing system from one source. Employees now benefit from process-managed resolution of problems where escalations are monitored. Requests are processed faster, all data is centrally available, and no information is lost in personal e-mail inboxes.We worked together with the ConSol consultants in workshops to formulate optimal qualification features, processes, and transfer points and we were able to put the system into productive operation after a very short test phase.”

Sylvia Lippold, Team Leader Application Support at varys

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