KEVIGS Replaces Legacy System With New Helpdesk Implementation

Challenge 

KEVIGS’s existing Spiceworks helpdesk was outdated and unsupported, which stopped working due to the legacy authentication used to send emails. As the school prepared for the upcoming academic year, it was essential to deploy a new solution that could handle both IT and site team support needs, ensuring a smooth start for staff and students. The project needed to be completed during the summer holidays to minimise disruption and guarantee the new system was fully operational by the start of the new term. 

Solution 

PSP’s Education Director of ICT recommended implementing OSTicket, an open-source helpdesk platform (Making it affordable solution) known for its flexibility and robust ticket management features. The new solution was selected for its ability to streamline support workflows, provide detailed reporting and enhance communication between the support teams and end-users. PSP began by configuring the OSTicket system to cater to the specific needs of both the IT and site support teams, ensuring that all relevant categories, departments and priority levels were accurately set up. 

Our team performed the migration during the summer holidays to avoid any disruption to ongoing school operations. This included setting up user profiles and configuring automated workflows to prioritise and route tickets based on urgency. We customised the ticket submission forms to capture the necessary information from users, making it easier for support teams to diagnose and address issues quickly. PSP also trained key staff members on using the new platform, ensuring a smooth transition and enabling them to maximise the benefits of the new system from day one. 

Results 

The implementation of OSTicket significantly improved the efficiency and effectiveness of the support teams at KEVIGS. The new system’s intuitive interface and automated workflows reduced the time spent managing tickets, enabling faster response and resolution times for IT and site-related issues. With a centralised view of all support requests, teams can now track progress in real-time, prioritise critical issues and provide users with updates throughout the process, enhancing overall service delivery. 

The reporting and analytics features of OSTicket have also provided valuable insights into ticket trends, helping KEVIGS’s leadership identify recurring issues and allocate resources more effectively. By replacing the legacy Spiceworks system, KEVIGS is now equipped with a modern helpdesk solution that supports a proactive approach for both IT and facilities team.

Conclusion 

PSP’s successful deployment of OSTicket at King Edward VI Grammar School delivered a more efficient and user-friendly helpdesk system, optimising support for both IT and site teams. The project, completed within the summer holidays, ensured the new platform was ready for the start of the academic year without any disruption. This transformation highlights PSP’s ability to implement tailored solutions that streamline operations and improve service delivery, supporting educational institutions like KEVIGS in providing a high-quality learning and working environment.