Liam CrossICT Service Desk Analyst

Route to Service Excellence

Service Desk Institute IT Service Excellence Professional of the year 2010

Objectives:

Early Days My Road to Success NHS South of Tyne and Wear Organisational Overview Roles and Responsibilities Future Targets / Goals Summary

Route to Service Excellence

Early DaysMy Career Vision

I wanted to work in ICT support as soon as I left school

I had achieved excellent GCSE results but lacked work experience in ICT

I applied to work in a telephony sales role

Objectives Met

I developed transferable skills in sales job

Took a fast track course at an ICT academy

Gained all of the industry recognized certifications offered by the academy

Route to Service Excellence

My Road to Success

Microsoft Certified Desktop Support Technician

Microsoft Certified Professional

CompTIA A+ Certified Professional

Level 3 Advanced Diploma for IT Professionals

Level 3 NVQ in IT Professionals and Practitioners

Advanced Apprenticeship in IT Services and Development

Only 2 out of the 40 students in the

academy achieved this certification

Customer Focus – Key Element

Route to Service Excellence

My Road to Success

Career Beginnings

I identified the Service Desk as a suitable environment in which to begin my career in ICT

I applied online to work at NHS South of Tyne and Wear and was successful

2nd Line Shadowing Process

Route to Service Excellence

Introduction to NHS South of Tyne and Wear

Organisational overview

3 PCTs integrated into one organisation, NHS South of Tyne and Wear

Over 430 separate locations to support

Over 7000 users to support

Route to Service Excellence

Customers We now support 5 separate

customer groups as a result of the integration

All customers are supported under an SLA to ensure requests of high clinical impact/urgency are dealt with as efficiently as possible

To ensure high standards of service, we adhere to the “Route to Service Excellence”

Service Initiatives Overarching SLA

Listening to what customers are saying

Monthly Service Reviews on performance and SLA

Robust Incident Management:

• Major Incident Process

• Complaints/Escalation Process

Introduction to NHS South of Tyne and WearRoute to Service Excellence

Informatics A department located in HQ

consisting of 3 core elements:

• Information & Knowledge

• Programme and Project Support

• ICT Service Delivery

ICT Service Excellence Benchmarking – SDI events

Sharing good practice –Dashboards e.g. Swinton Insurance

A series of easy to understand best practice guides and factsheets which all follow a corporate branding

Customer facing Intranet site which offers electronic reference material and FAQs

Improve overall customer satisfaction

Introduction to NHS South of Tyne and WearRoute to Service Excellence

“Our mission is to provide our customers with a SPOC for ICT. We ensure that calls are handled promptly and courteously and are resolved or allocated to the appropriate resolver group for resolution within the Service Level Agreement”

Route to Service Excellence

ICT Service DeskSDI Definition: Resolves 60% or more of incoming incident / requests without any escalation and

reduces costs and keeps the business running efficiently

Route to Service Excellence

ICT Service Desk

“Liam - Thank you for quickly and efficiently resolving the problem”

Programme Manager - Young People Cancer

Network

“Liam, You are a star. Thank you”

Specialist Care Nurse

“Hi Liam,Thank you so much for your very

prompt response – I hope you can log this as very good service”

GP Practice Manager

“Liam that is great. Thank you so much, I owe you. You have

saved me a lot of work this morning”

Flu Operations Centre Secretary

Route to Service Excellence

Roles & ResponsibilitiesDay to Day

To be customer focused

Facilitate the restoration of ICT Service in a controlled and consistent manner with minimal business impact

To accurately document each fault reported and technically investigate to maximise resolution at first line

Problem Management – Monitor reoccurrence of incidents and escalate appropriately

Able to communicate in non-technical terms with users

Additional Duties

Performance monitoring

Knowledge Manager

Involvement in overall Service Improvements for Informatics

Access Administrator

Route to Service Excellence

Key Standards Leadership Policy & Strategy People Management Process Customer Satisfaction People Satisfaction Social Responsibility

Team Player – Motivated others Route to Service Excellence Trainer and Guidance Ownership and Development Builds rapport and customer confidence Following personal development plan Paper light and Green IT

Route to Service Excellence

Biggest Achievements I progressed from working as a contractor to a permanent

member of staff within the NHS

Completed SDI Service Desk Analyst Training

Consistently a high performer around KPI targets

Mentoring and Training for new starters

Route to Service Excellence

Biggest Achievements

Finalist for IT Service Excellence Professional of the Year

Route to Service Excellence

Future Targets / Goals

Qualifications and Training

ITIL Foundation Certification

NVQ Level2 in Customer Service

Further Microsoft Certification

Future Roles

Senior Service Desk Position

Enhanced technical role

Route to Service Excellence

Summary

Achievements to date – SDA, ITIL awareness and work experience gained within ITIL Framework

Work experience within a structured organization and customer focused environment

Team player and able to motivate others

Target driven/Personal performance management ability

Passion for route to service excellence

Route to Service Excellence

Liam Cross

Route to Service Excellence