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Helpdesk System project

The aim of this project is to provide St Mary’s with a new Helpdesk system with a modern interface and additional features and capabilities including:-

  • view well on desktop and mobile devices
  • intuitive portal which provides answer to queries, or intuitively guides user to capture calls
  • tracks issue interaction with user, adding interactions with users and operators to call log
  • has single pane dashboard view for issues, problems, changes and feature requests
  • integrates with chatbot and knowledge base systems
  • integrates with asset management system
  • integrate with CRM system
  • capable of Active Directory/Azure AD authentication and single sign on
  • api/direct integration mechanisms for other systems including MDM
  • compliant with accessibility, GDPR and other relevant regulations
  • scalable for use with other service desks across St Mary’s
  • The requirements have been agreed.
  • Potential solutions have been identified and a procurement route for them has been identified.
  • Potential suppliers have been Invited to Tender (ITT).
  • The suppliers responses to the ITT have been analysed and assessed against our requirements in terms of quality and cost to produce a shortlist of candidates for further evaluation.
  • The shortlisted suppliers have been invited to demonstrate their products to us.
  • A preferred a supplier has been selected (following the demos).
  • The choice of supplier has been approved internally and the suppliers (successful and unsuccessful) have been notified. 

Next steps are to:

  • Sign the contract and issue a purchase order..
  • Agree the implementation plan.
  • Prepare for implementation.

The aim is for the new solution to be implemented for the start of Semester 2 of 2022/23.