"MiSupport Helpdesk Software is being utilised for fault logging and as a support knowledgebase allowing repeat faults to be resolved using stored resolution details. MiSupport is accessible by all Support Groups, IT, IS, Business Development and HR to log faults and by all TLT users to track the resolution progress. Trend analysis of fault reports are being produced by the software identifying proactive support issues such as training needs or hardware replacement. Fault priorities are set and the service level agreements published along side the escalation routes. Work requests are also dealt with by MiSupport."