Leia Powell loved her job working as a network technician at Listerhill Credit Union in Muscle Shoals, Alabama. She loved her colleagues, who became friends as she helped them sort out a myriad of IT issues over her 13 years at Listerhill. What she did not love was her IT Service Management (ITSM) solution, which was overly complicated and took a tremendous amount of time to navigate. So, when a new hire came on board and showed her what ManageEngine’s ITSM product, ServiceDesk Plus, could do for a fraction of the cost, Leia engaged in a full-on odyssey to help her colleagues streamline their processes, increase productivity, and enhance customer service, all while saving Listerhill money and resources.
Last year, Leia has created, deployed, and refined custom ticket systems not only for IT but for Listerhill’s General Office, Payments, and Consumer Lending departments as well. In doing so, she completely yet seamlessly overhauled team operations in her “spare” time.
Since implementing the new system, ticket participation by staff has risen by 222 percent, and in the first three months of 2018, Listerhill had already surpassed 79 percent of tickets created in all of 2016.
This is just the beginning. Because Leia demonstrated just how effectively the right IT help desk system can inform and improve multiple lines of business, Leia earned the trust of management – VP of Network Administration, CIO, and Chief of Staff of Operations -- to extend its cost-efficient tools, automation, and service support to another seven departments. Leia shows that while it may be rare to see a network technician drive change from IT to business departments, anyone can do it when armed with the right solution and the belief that they can make a positive impact. As Leia says “You’re never going anywhere if you don’t take the first step.”