Case Study: Nyherji achieves a scalable 24/7 help desk and integrated time tracking with Jira Software

Using Jira and Tempo as a Help Desk

Nyherji is one of Iceland’s leading IT service providers (about 550 employees globally, ~270 in Iceland). Its Technical Services team supports roughly 1,000 customer companies and handles more than a thousand support requests each month, so they needed a flexible, affordable help-desk and time-tracking solution that could follow ITIL workflows and integrate with their SAP billing and inventory systems.

They implemented Jira (chosen for flexibility) with Tempo for time tracking and added custom plugins for SAP connections, Quick Create/Quick Move and contact/customer management. The platform now supports ~9,000 contacts, 110,000 issues and 1,000 projects, enables ticket creation via web, email or phone, links to LDAP and SAP, and delivers clear dashboards and reporting — boosting employee satisfaction, streamlining issue handling and improving billing integration.

Nyherji

Þorsteinn Hallgrímsson

Service Manager