IT Service Desk Success

Difficulties posed by the Covid-19 pandemic failed to deter our IT Service Desk in their bid to achieve a two-star accreditation from the Service Desk Institute (SDI).

The idea to join the programme came from Service Manager, Linda Wolanski, and despite some of the most challenging times in NHS history, the team achieved successes in a number of key areas. This included increased customer satisfaction scores, better service level performance, greater staff retention and improved incident resolution times.

The service desk team

The service desk has eight staff based in Falkirk Community Hospital and provides support to more than 8,000 staff working across primary, secondary and community care. On average, they handle around 3,000 incidents and 1,500 requests per month.

To help achieve the accolade they engaged with stakeholders via world cafe events and customer focus groups and say they are very proud to have been awarded their two star accreditation.

NHS Forth Valley Digital & eHealth Programme Delivery Manager, Kevin Edwards, said:

“The service desk team, senior management and the whole department were on board to begin this journey. Even though we knew it would be hard work, we felt it would also be rewarding and very beneficial, not only for us as a department, but for our whole customer base.

The SDI team has been a joy to work with – always available to answer our queries and help us progress the project. We have greatly appreciated their patience, support, and professionalism throughout our certification programme and are determined to continue our service improvement journey.”