The LHIS service desk function is accredited for supporting spine services by the Health and Social Care Information Centre (HSCIC) (formerly Connecting for Health (CfH)) which is the national provider of information, data and IT systems for health and social care. We also adhere to the NHS England GP IT Services operating model. The nationally accredited 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. This service offering is for 1st and 2nd line remote support.
We take on average 9,000 telephone calls per month, boasting a first time fix rate/ first contact resolution rate of approximately 65% and support various different clinical systems (in all manner of healthcare settings), laptops, desktops, phone systems, mobile devices, Microsoft systems and other non clinical, business support systems. Our UK, Midlands based service supports an extensive customer base from both the public and private sector many of which have had a long term relationship with LHIS for many years. Our analysts are highly trained, NHS professionals, with a wealth of customer service and communications experience.
The LHIS Service Desk has a range of tools to support the end user. The service desk is able to remotely connect to the machine if necessary. For users of other networks (Internet, PSN…) connectivity can be arranged to allow remote support if required. Proud of our existing KPIs and performance in 1st and 2nd line IT Support, we not only provide full IM&T 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 1st and 2nd line IT Service Desk function, the calls are logged, triaged and then directed to our 3rd line support and locality/field based teams, as appropriate. Our overall customer satisfaction rate is typically an overall average of 98% satisfied, yet we strive to continually improve.
LHIS Code: SDS01