www.his.sthk.nhs.uk

IT Support and Managed Services

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Our strength lies in our core service delivery – ensuring that NHS organisations can deliver patient care 24 hours a day, seven days a week.

As a customer of St Helens & Knowsley Health Informatics Service you can expect the same exceptional standard of service and support, giving all users the confidence that their IT systems will be available for the right people at the right time.

Our IT Managed Services comprises of:-

SERVICE DESK

Working to ITIL compliance, with CfH accreditation and membership of the Health Informatics Service Benchmarking Club, our Service Desk team provide a single point of contact for all users to answer questions or to resolve IT related issues. Our Service Desk is available on a 24/7 basis to ALL our customers.

We aim to provide 1st line resolution of over 75% of calls within 15 minutes, with an average "fix" time of all faults of 2 hours – again this level of service is given to ALL our customers.

 

​The Service Desk will be the first port of call for: ​

Standard requests

​Change of name after marriage/divorce on email accounts or log-in
New user set-up
New standard PC or laptop or blackberry
Request for leaver's accounts to be closed

​Non Standard Requests

​Additional software
Customisation or development of applications
Special mouse or keyboard requests
All other requests for non-standard kit

​Complex requests

​Office moves
New technology roll-outs
Requests involving multiple teams and careful planning.


With regular reporting and face-to-face meetings to monitor our performance, you will always know that we are achieving the standards we promise to deliver.

TASKFORCE  ENGINEERS

Our Taskforce engineers provide invaluable support to all our customers regardless of organisational type or location and forms part of the standard service agreement when you become a customer of St Helens & Knowsley Health Informatics Service.

The Taskforce deliver an on-site, pro-active support mechanism to all customers on a regular, scheduled basis, ensuring that all services and systems are functioning to the optimum level, and allowing patient care to be delivered efficiently, safely and securely.

Being "on-site" means our Taskforce engineers will grow to understand your business and your IT users at "ground level" – giving an insight that most IT providers won't have – resulting in the ability to apply preventative measures and eliminating potential issues before they have arisen.

The Taskforce also perform a partial, informal training role whilst on-site, as many of the issues reported to our Service Desk are "How do I?" queries. 

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