Case Study: HPSC streamlines IT support with Desk365

HPSC streamlines IT support for 150 staff with Desk365

The Health Protection Surveillance Centre (HPSC), Ireland's specialist service for communicable disease surveillance, faced significant challenges with its internal IT support. Their team was managing requests through a scattered system of emails, phone calls, and walk-ins, which led to disorganization and a lack of visibility. HPSC adopted Desk365 to digitize and centralize all incoming support requests, seeking a solution that would provide transparency and improve collaboration.

By implementing Desk365, HPSC streamlined its IT support operations. The solution provided centralized ticket tracking, automated workflows via Microsoft Power Automate, and clear escalation pathways. This resulted in vastly improved operational transparency and collaboration for the team at Desk365, enabling them to minimize resolution times and keep tickets organized, with them often being reduced to zero.

Health Protection Surveillance Centre (hpsc)