sdi ict service excellence professional of the year 2010

Download SDI ICT Service Excellence Professional of the Year 2010

Post on 24-Apr-2015




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Slides for my presentation on why I thought I should win the SDI "ICT Service Excellence Professional of the Year 2010" award.


  • 1. Liam Cross ICT Service Desk Analyst Route to Service Excellence
  • 2. 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
  • 3. Early Days
    • My 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
  • 4. 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
  • 5. 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
      • 2 nd Line Shadowing Process
    Route to Service Excellence
  • 6.
  • 7. 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
  • 8.
    • 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 Wear Route to Service Excellence
  • 9.
    • 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 Wear Route to Service Excellence
  • 10. 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
  • 11. ICT Service Desk SDI 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
  • 12. ICT Service Desk 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 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 Route to Service Excellence
  • 13. Roles & Responsibilities
    • Day 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
  • 14. 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
  • 15. 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
  • 16. Biggest Achievements
    • Finalist for IT Service Excellence Professional of the Year
    Route to Service Excellence
  • 17. 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