Meet the ICT Service Desk team | Our news

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Meet the ICT Service Desk team

They answer our phone calls and emails when technology isn’t working in our favour – but who are they?

The ICT Service Desk team is made up of 15 staff members and is extremely culturally diverse with team members from 9 different countries.

The team leaders

Olu, Baljit and Spencer are the team leaders for the ICT Service Desk. They manage the team, the call queue structure, crisis issues, and field escalated calls and emails. The team receive over seven hundred calls per day, plus over three hundred emails.

ICT team leaders

What type of issues can your team assist with? Our team can only assist with ICT related issues, such as computer, phone and network issues, including clinical systems. Many issues can often be resolved by staff themselves when they know how. Top 10 Service Desk Calls and How to Resolve Them!.pdf[208KB

What is your biggest challenge at present? We are very aware that the long phone queue times are a big frustration for staff. We expect to see phone queues improve as we help users with the bulk of known NHS mail problems and free-up our Service Desk staff to assist with business as usual issues instead.

What is your vision for the ICT Service Desk? We would love to see short phone queue times, issues resolved quickly, and more and more staff being able to self-help. We are introducing a self-serve Service Desk Portal very soon. This will allow staff to log and track issues online, without having to wait in queue on the phone or wonder if an email has been allocated to a member of staff.

When is the best time to contact the ICT Service Desk? For any urgent issues that require immediate assistance, please call anytime – we are open 24 hours a day, seven days a week. If your query isn’t urgent, it’s best to email the team. Response time for emails is around three days. If you haven’t heard back, please reply to the email ticket you received after submitting the first request or call in the afternoon when the ICT Service Desk is less busy.

ICT Service Desk contact details:

Phone: 020 7377 7680 or

Email: Ictservicedesk@bartshealth.nhs.uk

What makes the Service Desk team unique? The informatics team as a whole is extremely internationally diverse and has a significant number of BAME employees. We enjoy this about our team and like to learn new things about different cultures. It is a very close-knit team with excellent comradery and support for each other.

What is something that staff wouldn’t know about you?

Baljit: “I used to be a special constable.”

Olu: “In my younger days, I played semi professional tennis.”

Spencer: “I ran the London Marathon dressed as a Stormtrooper.”
 

Meet the rest of the team!

Team member: Abeil

In my spare time I like to go to the gym, party with friends and travel.

My favourite part of my job is the people I work with.

Something that would improve the way we work at Barts Health would be if callers could have their details ready when they phone the ICT Service Desk. If they are ready with their computer ID, their location and contact details of how we can get back to them, that would be very helpful.

Team member: Jankey

In my spare time I like to spend time with family and friends, and go on social media.

My favourite part of my job is resolving issues for users.

Something that would improve the way we work at Barts Health would be to provide basic computer training to staff who are not confident computer users.

Team member: Khiren

In my spare time I like to play PlayStation. I am also studying for my CCNA (Cisco Certified Network Associate).

My favourite part of my job is working with computers.

Team member: Mark

In my spare time I go to the gym, but I don’t like cardio. What I do enjoy is a night out with friends and watching Netflix.

My favourite part of my job is helping people.

Team member: Mike

In my spare time I like to watch sports, particularly football. I used to be very sporty, but now I just watch sport on TV.

My favourite part of my job is the fact that every day is different. There’s always something new.

Something that would improve the way we work at Barts Health would be a way to request staff not to call about the same problem when large issues arise.

Team member: Muhsin

In my spare time I like to play football and spend time with friends. I am also studying a junior web development course part time.

My favourite part of my job is being able to help people – to turn a frown upside down and make someone’s day better.

The strangest call I’ve received was a user getting in touch because their office coffee machine was broken. This is not an ICT related issue, so I put them in touch with facilities.

Team member: Patience

In my spare time I like to spend time with friends and my five year old daughter.

My favourite part of my job is interacting with other members of staff and helping them.

The strangest call I’ve received was from a patient to request to book an appointment. I’m not sure how she got the number, but unfortunately I couldn’t help and had to redirect her call. She was very sweet and patient.

Team member: Shiba

In my spare time I like to relax and spend time with family.

My favourite part of my job is communicating with different people.

Team member: Vivianna

In my spare time I like to go to the gym and read.

My favourite part of my job is getting to learn something new all the time.

Something that would improve the way we work at Barts Health is helping staff understand that we are part of the same team #TeamBartsHealth, we are here to help you, so please be polite.

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