Helpdesk Managers Workshop

1
Helpdesk Managers Workshop

• CSC Alliance
• 9th February 2006

2
Steve Cowles

• CSC Alliance Service Desk Lead
• All contact should be initiated through the
  appropriate CSCA SHA Team
• Early Life Support Manager
• Service Delivery Manager

3
CSC Alliance Service Desk Introduction

• Virtual operation split between Chesterfield
  Preston
• Designed in Resilience
• Calls goes to the least busy site
• Single management structure
• NHS Specific, not multi-Client
• Operates 24x7
• ITIL Compliant Processes
• Key Tools
• Avaya Telephony
• CA USD Incident Management Tool
• CA KT Knowledgebase

4
CSC Alliance Service Desk Role

• Capture Incident details accurately on USD
• Filter known errors using KT
• Assign Severity using Severity Tool
• Communicate with NSD Incident Contact
• Pass unresolved Incidents to correct support team
• Manage Incidents against SLA throughout their life

5
End to End Support Model