At North York General Hospital, we’ve been using SysAid for 4 years to manage our IT support tickets across three hospital sites, including one of Canada’s busiest emergency departments - Our previous help desk solution had proven too limited in terms of real-time reporting and customization.
We’ve been able to configure our incident categories to suit the specific needs of our hospital staff, and are using SysAid’s email integration, timers and reminder alerts, automated routing rules, escalation rules, and automated emails – which are all very useful for ensuring that our staff’s needs are met in an appropriate and timely manner. It was important for us to have the ability to change our priorities and escalation rules on an ongoing basis in order to frequently incorporate new applications at the hospital.
All new staff get trained on SysAid’s Self-Service Portal as a standard part of their orientation into the hospital.
We’re also considering expanding SysAid to other departments, so that we can manage multiple processes from a single, centralized platform.
“Our previous help desk solution had proven too limited in terms of real-time reporting and customization.”
SysAid is a very intuitive software that is easy to use. We've found it simple to configure for our needs, and in particular, it has been really adaptable for various departments that have their own request processes. It has enabled us to effectively manage our assets. We've been using SysAid since 2006, and it continues to improve with every new version.
Manuel Puchau, Head of Network Operations