Housing Association Solutions

Richmond SupportDesk’s powerful IT Service Management solution delivers fast, flexible and measurable service support across housing associations, providing:

Reduced service desk workload through the Richmond SupportDesk Self Service Portal providing end users with interactive access to your support operation 24/7 via a standard web browser. With bulletins to notify users of ongoing and planned activities and knowledge base articles enabling users to solve their own incidents without tying up your service desk resources.
Improved customer services with logging of support incident via e-mail and automatic notifications when problems are resolved or workarounds are available
Rapid implementation via a setup console and integration with OLE DB compliant external data sources including Microsoft Active Directory™ to effortlessly display real-time information on users and computers
Improved operational efficiency through defined, structured processes for centrally managing and resolving incidents
Best practice service support conforming to the ITIL ® framework
Live graphical views of the support environment including Key Performance Indicators via a Management Console

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Recent research carried out by Richmond Systems has highlighted housing associations were extensively using Asset Discovery tools for gaining a complete picture of all the hardware and software deployed across their entire network.

Richmond Systems provides Richmond SupportDesk, a service desk software application, which integrates with asset discovery tools like Centennial Discovery to more effectively manage IT services and support.

According to a survey by the Gartner Group the average time of a support call is 17 minutes, 42% of which is spent just establishing the status of the user’s PC.

Richmond SupportDesk combined with network inventory data, can cut average support call times in half, double first-time fix rates and reduce onsite calls by 80%

To read an article on ServiceDesk Optimisation highlighting asset discovery’s role in increasing efficiency of IT Support please click here.

Richmond Systems is a member of the SDI (service desk institute) formally known as the HDI (Help Desk Institute) as well as the itSMF (IT Service Management Forum).