Migrating to a cloud-based helpdesk wasn’t just about upgrading software—it was about transforming how we delivered IT support. As Service Desk Supervisor, I led the transition from BMC TrackIT to Freshservice, introducing modern functionality, streamlined workflows, and a better user experience.

The Journey

The legacy system had served its purpose, but it was time for a change. Freshservice offered the scalability, automation, and user-friendly interface we needed. The migration involved careful planning, from data migration to workflow automation, ensuring a smooth transition for both staff and end-users.

The Impact

The results were transformative:

• Efficiency Gains: Automation reduced manual tasks and sped up ticket resolution.
• Improved User Experience: A modern interface made it easier for staff and users to interact with the system.
• Future-Ready: The cloud-based platform provided the flexibility to grow with the organization.

Reflection

This project was about more than just technology—it was about empowering the service desk to deliver better support. By focusing on user needs and leveraging modern tools, I helped create a system that was efficient, scalable, and ready for the future.