Robert Lyell & Associates Pty Ltd
Project & Business Management Solutions

OTRS Help Desk & IT-Service Management

Robert Lyell & Associates were instumental in providing Airwave Solutions Aust with direction in their search for an effective automated Help Desk and IT-Service Management application suite. Having assessed German based OTRS (Open Technology Real Services) software for some time, Robert undertook specialised training with OTRS in Hong Kong to assess its viability for the demanding role it would play within Airwaves business model.

Airwave have now harnessed the power of OTRS to support it's NOCC's (Network Operations Control Centres) for two separate networks in Australia:

  • Ergon Energy's Queensland network, and
  • Telco Authority New South Wales Government Radio Network

Both the help desk ticketing and service management aspects are fully employed providing Airwave a solid help desk and servoce management solution.