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.