MAT helpdesk recommendations

[IT_Man_Dan]

Good Morning all,

 

I'm looking for helpdesk recommendations for an academy trust.

Currently the schools with IT teams have Spiceworks and other schools without onsite teams email the relevant helpdesk.

We're not too impressed with spiceworks so are looking for an alternative.

 

We want a scalable multi desk solution where key members can see each unique desk, the ability to reassign jobs to a different helpdesk would be an advantage.

If cloud hosted it needs to be GDPR compliant (sorry for being obvious).

Also, it mustn't break the bank haha.

 

 

Any recommendations please?

 

Many thanks

[TechMonkey]

I think your issue there is going to be the "don't break the bank" requirement. A decent multi-site solution will cost. If you cheap out you will end up with frustrations or limitations. I would look at getting as many areas of the MAT included as possible as it is much easier to see value when a system is used by facilities, IT, HR and finance.

 

Not a MAT but we use FreshService across 3 sites, one non-education, for IT and facilities and started using it for HR. It is flexible to do what we want and we are finding more uses as ideas come up. Not going to say it is perfect but it certainly does what we need it to do. We also looked at TopDesk but that was more money for an even bigger system.

[lmrogers]

HaloITSM is the best system I've worked with

 

ITSM Software | ITIL-aligned Service Desk Software - HaloITSM

 

It's the most flexible and scaleable I've ever used. It can hook into various other systems. Auths with Azure, and can sync users in. Can create a customer portal with KB and different forms. It honestly is the best system I've ever used for running an IT department. It can also be spun out to other departments as well. Also does things like asset management, change management and project management.

 

Well worth the money.

[Jcx500]

Harmony PSA

[TheHyperTechie]

I have used Freshdesk at both of my positions within schools/MATs.

 

https://support.freshdesk.com/en/support/home

 

It's simple to use, has a mobile app, and they have a "free" version which limits you to a certain number of agents (but still includes lots of features). This might be good if you are a smallish MAT. Happy to answer any questions about it, if you have any.

[jhothersall]

We used Freshdesk in 2 Trusts and no issues

[Face-Man]

We use

https://haloitsm.com/

you just pay per agent so can have as many "customers" as you want raising request.

[PotNoodleTech]

HaloITSM is the best system I've worked with

 

ITSM Software | ITIL-aligned Service Desk Software - HaloITSM

 

It's the most flexible and scaleable I've ever used. It can hook into various other systems. Auths with Azure, and can sync users in. Can create a customer portal with KB and different forms. It honestly is the best system I've ever used for running an IT department. It can also be spun out to other departments as well. Also does things like asset management, change management and project management.

 

Well worth the money.

 

Ooooh. I Need Helpdesk. Need asset managaement. need change management. need project management!!

[Smokebomb]

We use Mojo Helpdesk which doesn't break the bank.

[lmrogers]

Ooooh. I Need Helpdesk. Need asset managaement. need change management. need project management!!

 

Not going to lie, it is one of my favourite pieces of software/tools that I have ever implemented. Their support is really good as well. I'm still not using it to it's full potential but will get there eventually.

[PotNoodleTech]

Not going to lie, it is one of my favourite pieces of software/tools that I have ever implemented. Their support is really good as well. I'm still not using it to it's full potential but will get there eventually.

 

I've signed up for a 30 day demo and am logged in now it looks very comprehensive. Gonna try using it as my helpdesk for the next couple of weeks

 

(don't want to go to the bit where they give me a quote though...)

[lmrogers]

I've signed up for a 30 day demo and am logged in now it looks very comprehensive. Gonna try using it as my helpdesk for the next couple of weeks

 

(don't want to go to the bit where they give me a quote though...)

 

If you want any pointers or anything just drop me a PM