The role of the IT Service Desk

Hands typing on keyboard

The IT Service Desk provides IT support for every member of Trust staff right across the East of England region.

Requests vary from quick fixes, like dealing with a broken mouse to larger, longer-term projects affecting the entire Trust such as replacing all devices running Windows 7 to ensure the systems incorporate the latest, secure technology.

The service desk team includes 12 technical assistants and technicians based around the region. On a monthly basis they manage:

  • 1800 service requests (computer equipment, additional access, new starters requiring IT)
  • 800 incidents (where something has gone wrong)
  • 900 telephone calls for advice or resolution of a fault

Demand for IT Support is always high, however, as we all adjust to working more flexibly the way in which EEAST staff use IT has also significantly changed.

The IT Service Desk receives over 8,000 emails per month. These are generally requests for example, setting up new user accounts and providing equipment, but there are also some which inform about planned work by third parties such as BT which will affect the Trust IT systems.

The team will shortly be launching a new IT Portal which will provide a central point of contact for all staff issues and requests. A ‘service catalogue’ will be available to staff, clearly listing all the available services and how to request them using one form. Please keep an eye out for more information on this in the coming weeks.

The service desk team resets around 600 passwords per month. With the introduction of passphrase, this number should reduce as this new secure method of logging in means there is no longer a need for staff to regularly update passwords. All staff should register for the passphrase reset. This allows staff to change a passphrase from any device at any time. Reducing the number of resets requested means that, going forward when a request is received it will be dealt with more quickly. If you haven’t already done so, please visit: https://aka.ms/ssprsetup to set this up.

And finally… one thing we should all do to improve the availability of IT equipment and the security of our data is to notify IT when a team colleague leaves the Trust. This can be completed using the Leaver Form on the service desk page of the intranet. By doing this, we can ensure all equipment is returned and access to IT systems is disabled.

Published 17th September 2020

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