IT Service Management

We can support you to ensure the smooth running of your organisation’s IT by providing reliable and secure managed IT Support services, whether you need a fully managed service or a more tailored service to meet your immediate needs.

Our knowledge, technical expertise and 20+ years of experience gained from supporting multiple NHS, primary, secondary and third-sector organisations enable us to support customers to overcome challenges posed by the constantly changing world of IT environments, legislation and policy.

We can support you in all activities related to IT service provision including incident, problem, change management, asset and configuration management, end-user self-service and automation.

Our team can support your organisation with implementing IT Service Management (ITSM) tools, reviewing service and business processes and providing documentation and analysis of requirements to design solutions utilising Information Technology Infrastructure Library (ITIL) best practices.

Service Desk

Our NHS-accredited Service Desk currently supports a single point of contact solution for NHS, social services and other Healthcare organisations within Leicestershire and nationwide, supporting over 12,000 users to log and track service requests, incidents, problems and faults.

We have highly skilled Service Desk Analysts which triage, prioritise and resolve incidents, providing IT service guidance in a simple to understand manner whilst progressing more specialised fulfilment requests to the appropriate team.

Our Service Desk Analysts resolve on average, 70% of incidents at the first point of contact, ensuring a good customer experience and quick resolution of issues, reducing unnecessary downtime.

Customers are able to log incidents via the telephone during office hours or via our Self-Service Portal. Once logged, we ensure our customers are provided with regular updates and have the ability to track all incidents in our Self-Service Portal.

User Accounts and Registration Authority (UARA) Service

User Accounts and Registration Authority (UARA) Service can manage registration, allocation and production of both physical and virtual smartcards carrying identity checks and smartcard processes to provide role-based access to health professionals who need access to confidential patient and clinical records.

The team have a wealth of expert knowledge to support organisations with everything relating to smartcards, including advice and guidance.

The team can ease the burden on an organisation’s resources by reducing the time and effort needed to provide staff access to key systems and resources in a safe, secure and confidential manner.