24/7 Service Desk

The new I&T organisation, approved by the board in June 2019, includes provision for a 24/7 service desk. in addition to the current recruitment of the required staff, it is necessary to complete the set-up of the service desk capability and ensure processes and services are integrated into the new I&T operating model. This case seeks approval of funds to procure a specialist service to bring this about by 31st March 2020 enabling a phased transition with desk running a full service by 30th June , outputs include. - -Project manage the integration of a new 24/7 IT infrastructure Library (ITIL) based corporate service desk.

• define key goals, metrics & services that the desk will support.

-Define the processes that the desk will operate to (call flows, priority levels, categorisation, KPI's) -Support the recruitment of the service desk team

-initiate discovery of new service desk tools

-develop reports and analysis tools

-Implement a basic continuous service improvement plan

-Provide a transition plan to onboard new products and services to the new desk

decommission of the existing office hours service desk

support the development of a service desk strategy that looks at remote support and innovation -Put in place processes for monitoring customer satisfaction and continuous improvement

-Support culture hack to improve how MCA consume the service desk.