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How can councils help employees with IT issues?


West Dunbartonshire Council's new ICT self-help desk. Credit@JamesGallacher

The pandemic “confirmed the foundational importance of digital technologies in all aspects of life” (West Dunbartonshire Strategic Plan 2022-27), making digital transformation and hybrid working the norm in local government, and posing the question of how councils can ensure employees are supporting working in this new digital landscape.

To find out about innovative flexible ICT support services for employees, this article hears from James Gallacher, ICT Manager at West Dunbartonshire Council.

“As councils change we need to ensure our IT support service is flexible and able to meet employee demands and expectations as they become more reliant than ever on technology.”

West Dunbartonshire Council has launched a new ICT support service, the ICT Tech Desk, for employees in its Church Street office, which provides walk-up support to employees with technical issues.

A huge benefit of this service to employees is they don’t need to raise a helpdesk ticket or call the IT team beforehand; this means immediate assistance is available when employees need it most. As well as practical support with devices including laptops, mobile phones and desktop computers. The dedicated Tech Desk team can also give advice on any other ICT-related queries.

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As ‘Smart Working’ has become the default for most desk-based employees, the Tech Desk was implemented as part of a flexible IT support service to ensure a full range of support options is available to council employees. This enables the council to continue to encourage working in a modern way using a mix of office, home, and remote working. The new Tech Desk enhances employees’ office experience as their reliance on technology continues to increase. The Tech Desk is in addition to other accessible support services, including a telephone helpline and an online self-service helpdesk portal. Support through the Tech Desk, which launched on Monday 17 July, is available Monday-Friday between 9am and 4pm.

Councillor Daniel Lennie, Convener of Corporate Services, said,

“This new initiative will be of great support to employees when they come up against technical problems.

“Being able to explain something face to face has huge benefits and adding another means of seeking support will also reduce waiting times for those contacting by phone or online.

“The priority for ICT is always to get employees up and running as quickly and efficiently as possible, and I have no doubt the Tech Desk team will do just that.”

Since opening, the Tech Desk has been very busy, and feedback from users has already been highly positive, with many employees delighted that walk-up support is available and also commenting on the speed at which their issue was resolved.


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