HPSC uses Desk365 for IT support that is efficient and transparent
About HPSC
The Health Protection Surveillance Centre (HPSC) is Ireland’s specialist service for the surveillance of communicable diseases. HPSC is part of the Health Service Executive and works in partnership with health service providers and sister organizations in Ireland and around the world, to provide the best possible information for the control and prevention of infectious diseases.
To learn more about HPSC, visit https://www.hpsc.ie/.
Healthcare
Industry
20
Agents
Internal IT Support
Use case
The Challenge
The Health Protection Surveillance Centre (HPSC) IT support team serves a large, complex organization within Ireland’s health system, supporting approximately 150 internal staff with daily IT needs spanning hardware, software, onboarding, password resets, and general technical assistance. Prior to adopting Desk365, all support requests were managed through a manual, scattered combination of emails, phone calls, and walk-ins, leading to disorganization and inefficiencies in tracking and resolving tickets.
“We didn’t have a formal ticket logging system before Desk 365, which meant a lot of manual effort and a lack of visibility.”
David Allen, Assistant IT Manager, HPSC
The team needed a solution that could digitize and centralize all incoming support requests while providing transparency and easier collaboration across agents.
The Solution
HPSC adopted Desk365 after evaluating multiple help desk products, citing Desk365’s user-friendly interface, quick deployment, and seamless Microsoft 365 integration as key deciding factors. All incoming support emails are automatically converted into tickets within Desk365, preserving the users’ familiar email interaction but allowing the team to efficiently triage, prioritize, and manage issues.
Sinead Kavanagh, on the implementation benefits, shares:
“It was really easy, faster to implement. It was just more efficient overall, for us and for our users. Our user base aren’t really aware of any major shift because the tickets still come in through email but are filtered to come in as tickets.”
Sinead Kavanagh, Senior Information Technology Officer, HPSC
Key features that improved their workflow include:
- Centralized ticket tracking with easy access to notes for inter-agent communication, reducing confusion from multiple responses on email threads.
- Automations via Microsoft Power Automate to streamline common requests like hardware provisioning and new user setups, cutting down manual follow-ups between IT and HR.
- Escalation pathways within Desk365 that allow smooth ticket handoff from Level 1 to Levels 2 and 3 support with visibility on progress.
- AI-driven canned responses for common issues, increasing team efficiency while maintaining response quality.
The Desk365 difference
Desk365 vastly improved HPSC’s operational transparency and collaboration, enabling the team to keep tickets organized and minimize resolution times. The helpdesk allowed the IT team to move from fragmented manual processes to a streamlined, transparent, and collaborative support system, all while saving time and maintaining high service standards.
1. Enhanced Visibility and Collaboration
Desk365 provided the HPSC team with much-needed transparency into ticket status and agent activity. The introduction of ticket notes allowed multiple agents to communicate effectively within each ticket, reducing confusion caused by fragmented email threads. This clarity helped prevent duplicated efforts and ensured faster, more reliable ticket resolution.
“Tickets being down to zero at times now shows the improvement in tracking and closing them efficiently.”
- David Allen, Assistant IT Manager, HPSC
2. Simple, Fast Implementation with Ongoing Usability
The ease of Desk365’s deployment and its user-friendly interface allowed the HPSC team to quickly shift from manual, fragmented processes to streamlined digital workflows. The integration with Microsoft Teams and Microsoft 365 tools supported existing work habits, making adoption easier for agents. Furthermore, incremental product improvements and the new feature on the product roadmap promise to enhance usability further.
“Other applications were overwhelming. Desk365 was easy to implement and the ongoing functionality improvements are very welcomed."
- Sinead Kavanagh, Senior Information Technology Officer, HPSC
Looking for a ticketing tool that keeps departments aligned, agents supported, and service delivery on track?
Desk365 is proud to be HPSC’s internal ticketing and support operations tool.
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