service support manager presentation

Presented by Don Prince18th September 2009

The Vision

• Create Service Desk Procedure & Guidance Document• Two tier Service Desk support structure • Aligned processes against agreed policies• Consolidation of support tools

The Vision

• Introduction of Product Champions• Standardise KPI reporting• Service Desk Analyst training and induction• Marval Knowledge Base • Improved ITIL compliance

The Direction of travel

• Two tier Service Desk structure implemented• Set objectives and deadlines against roadmap• Service Desk training plan for operators• Processes reviewed to ensure Customer and User benefit• OLA implementation

The Direction of travel

• ACD, IVR tools reviewed • Standardise Contact Centre reporting• Improve call tracking • Major Incident process improved• Marval Checklist improved

The Future

• Consolidation• Problem management of known issues• Web based self help and call tracking • Improved support of mobile and home workers • Improved performance against KPI’s

The Future

• Robust Business Continuity and Disaster Recovery Plan• Contact Centre industry approved accreditation • In a position to serve customers beyond Sussex• CSI, Kaizen and Genchi Genbhutsu implementation

Good Morning, You’re through to the Sussex HIS Contact Centre.

How can I help you?“The IT support of patient care services is our

business”Don Prince, Staff Award Winner 2008