IT departments need to get excited by change. At Reynolds Porter Chamberlain (RPC), we are preparing for an office move to new premises. For an IT department this offers the ultimate in change, not least from a technology point of view. It also offers us a chance to review new technologies and ensure the under-standing we have of what our lawyers and staff want and need from their systems is correct.
As a department, we total 23 people covering all the common functions found within any IT department. Our six support desk staff handle around 90 calls per day and give a first-time fix rate of around 80%. While we are pleased with this figure, we are always looking for ways to improve it. When the support team take a call, its is logged into our Helpdesk call logging system, which integrates with the LANDesk desktop management product.
