IT Support Services

Service Management

The LHIS Service Desk provides an effective single point of contact for over 18,000 users to log, track and resolve all service requests, incidents, problems and faults. Our ITIL qualified service development team can support your organisation by reviewing service processes, document and analyse requirements and design solutions based on the LANDesk service desk functionality.

We can organise workshops and meetings with your key stakeholders for business analysis and requirements gathering and collaborate with cross-functional teams to analyse and resolve integration issues. Providing end to end full life cycle support and ITIL compliant service management products to suit your organisational needs and run in line with IM&T best practice..

Service Desk Peripatetic Support

LHIS also offer a service for 1st, 2nd line and 3rd line desktop technical support which provides specialist and tailored peripatetic support to home workers in addition to the on-site support model for office, covering a national radius. All fixes, resolutions and completion of works are owned by the LHIS National IT (NIT) team who dedicate their time to a small subset of premium model SLA client organisations that LHIS support.

This model is a fully encompassed I.T support service solution provided by a niche specialised team whose expertise lie in supporting users who are typically not always office based and require support when they are on the go, often on public transport, in-between meetings, travelling to conferences of which sometimes are overseas but very often the users base is from their home.

This model provides a responsive, dynamic and versatile support model to suit all business needs and I.T platforms. The in-scope I.T tasks, issues and requests that would fall under the responsibility of LHIS support services under this service definition can be discussed with the client on request. A tailored, bespoke service level agreement forms the fundamental service lines.

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Service Desk

Our national accredited service desk acts as a single point of contact for our clients, local service desks, third party supplier organisations and national support teams. As a major IT provider within the NHS in Leicestershire we operationally run our functions and procedures in alignment with ITIL best practice and continually look to implement on-going continual service improvements to effectively first time fix / first contact resolution rates, resolution times overall and reduce telephone abandon rates and call waiting times.

Proud of our existing KPI’s and performance in first and second line effectiveness, we not only provide full remote support services to the NHS, but also to public sector and third sector organisations across the UK and we have a proven track record of outstanding capability to track and monitor incidents, problems, service requests and changes. Where the issues or requests cannot be resolved by our in-house Service Desk function, they calls are logged, triaged and then directed to in-house 2nd and 3rd line support and locality/field based teams, as appropriate.

The Service Desk is ITIL compliant and uses specialist service desk software for change, incident and problem management. The team of Service Desk Analysts and Engineers are able to assist user through the on-line interactive self Service portal which features a range of services including a LHIS Shop which provides our user base with regular updates regarding LHIS services and products, updates on problems, incidents and outages in a real-time setting for a rich end user experience. Our overall customer satisfaction rate is typically of an overall average of 98 % good / very satisfied, yet we strive to continually improve.