Case Study: Mossbourne Community Academy achieves faster, more reliable IT support and higher staff satisfaction with Issuetrak

Tech Team working with Issuetrak receives high marks at Mossbourne Academy

Mossbourne Community Academy, a high-performing secondary school in Hackney, turned to its small IT team to support 250 staff and over 1,300 students across 700 desktops. As the school’s technology footprint grew, the team of four outgrew a basic, free help-desk tool—emails were missed, requests went unanswered, and the IT group needed a more reliable way to manage the 180–250 weekly support tickets.

Implementing web-based Issuetrak centralized ticket intake, automated prioritization and reminders, tracked hardware assets, and delivered customer surveys and reporting. The result was faster, more consistent resolution, data-driven staffing decisions, and measurable satisfaction—survey scores exceeding 90% for problem identification, understanding and competence, and 97% for professionalism—plus reduced manual work on asset checks.

Mossbourne Community Academy

Paul Holding

Network Manager