IT help desk services
Our NHS-accredited service desk currently supports a single point of contact solution for 57 NHS organisations with more than 31,000 service users. Our core hours of service are 8am to 6pm Monday to Friday, excluding bank holidays. However, this can be flexible depending on customer requirements.
As part of this service, we can deliver a first-time resolution (fix) service with skilled service analysts triaging, prioritising and resolving incidents, providing IT service guidance, password resets and progressing more specialised fulfilment requests to the appropriate team.
Our service desk analysts resolve on average 65% of incidents reported at first point of contact, using industry-standard secure remote software and access tools, including THIS Connect, a remote support application used by our service desk to provide efficient and secure assistance to our clients.
By our client granting our analysts/technicians remote access to their computers, we can visually diagnose issues, troubleshoot problems, and guide users through solutions in real-time.
This not only saves time but also enhances the overall support experience.
THIS Connect is integrated with ConnectWise, a comprehensive IT management platform, further streamlining our service delivery and ensuring data privacy and security.
The top five most common issues tackled by our IT service desk are:
- Active Directory – Account Management
- VDI – Remote Access
- SystmOne GP
- NHS.Net – Account Management
- Office 365
Our priority is excellent customer service and to ensure regular updates are shared with the customer.
Discuss your requirements
Not sure which services you require? Our team is here to help. We reflect NHS values of professionalism, service and accessibility. We are here to explain options, provide solutions and serve diverse clients. You’re guaranteed a friendly welcome, expert advice and ongoing support. Get in touch for more details.
Key Benefits
Comprehensive logging service for calls and online portal logging
SLA and KPI reporting through our ‘smart reporting’ function
Ticket tracking and management available through our bespoke portal
Find out more about our other services
Technical resolution service
Our service desk supports 18,562 devices and logged 115,611 calls in 2023, recording a 65% average first time fix with an average NPS score of 92.25.
Where it is not possible to resolve an issue, the ticket is escalated to our highly skilled technicians.
We offer a number of services including installation, support, maintenance and (where required) disposal of IT equipment. We can also advise on the acquisition of new IT hardware.
Happy healthcare IT customers
Here’s what some customers have had to say about the service we have provided…
“I just want so say how grateful I was for Hasnain last week when our wi-fi went off and subsequently the next day when the printers didn’t come back on.
“He was very helpful, courteous and nothing was too much trouble.
“We sometimes forget to compliment the good stuff, when things go wrong. He really made a difficult situation better.”Community Admin, Calderdale and Huddersfield NHS Foundation Trust (CHFT)
“I had a nightmare day yesterday where everything that could go wrong did for an on-site meeting we had.
“Will patiently listened to me when I was panicking. On top of everything else, the guest wi-fi had gone down and (he) resolved the problem within a few minutes.
“He made my day a lot better than it would have been.”PA to Director of Finance, CHFT
“I wanted to reach out to express my sincere appreciation for James, a truly outstanding member of your team.
“Each time I call the helpdesk, James consistently provides swift and effective support. He handles every query and request with a calm professionalism that makes even the most challenging issues manageable, and he frequently goes above and beyond to assist both me and my team/colleagues.
“His dedication and commitment to quality service do not go unnoticed, and we all deeply value the effort he puts into helping us. I would be grateful if you could pass along my sincere thanks to James; it’s clear that he genuinely cares about the support he provides, and we feel fortunate to have him as a resource.”EHCP SEND Health Officer, CCG Bradford District & Craven
Silver Service
This is a more bespoke, proactive offering where our Silver Service colleagues travel to a client’s location on a pre-arranged visit to:
- Provide IT help, advice and training (where necessary)
- Discuss IT improvements or enhancements.
Our Silver Service covers internal IT resources and skills, using our experience and expertise as required to resolve any issues on site, or identify any potential issues that can be addressed before they become a problem.
This service provides dedicated technicians who will integrate with the wider IT support and compliment other third-party IT support agreements.
Our Silver Service clients include intensive care units (ICUs), special care baby units, emergency departments, and the Calderdale, Kirklees and Wakefield GP Service, among others.
Praise for our Silver Service
“Just to say a BIG THANK YOU for all your help yesterday with the computer move and additional re-routing of all the printer settings for the admin team, and everything else going the extra mile! Really appreciated.”
IT Manager, GP Practice, Calderdale GPs
What our Service Desk analysts have to say
“I enjoy working with an inclusive team and also enjoy the challenge of diagnosing technical issues, finding solutions and resolving the issues so that the systems run smoothly again.
“I have successfully handled outages and worked with other teams to ensure that the site is back online whilst also creating detailed outage reports for further investigations.”Kasim, analyst for three years
“As a service desk analyst, I play a vital role in the organisation, first point of contact, the brand of the organisation. Customer satisfaction is my passion and the opportunity given to ensure user productivity.”
Ola, analyst for six months
“What do I enjoy most about my role? When we resolve issues together as a team to get the best results.”
Jake, analyst for three years
Discuss your requirements
Our Service Desk team is here to help. We reflect NHS values of professionalism, service and accessibility. We are here to explain options, provide solutions and serve diverse clients. You’re guaranteed a friendly welcome, expert advice and ongoing support. Get in touch for more details.
Bespoke Service
In addition to our core services of digital health solutions, we offer bespoke services and can tailor our solutions to each customers’ needs. We can combine a number of services into a package, discuss other service solutions that your organisation may benefit from, including new innovations and collaborative projects. Contact us to discuss your requirements.
Request a free consultation
Want to know more? We offer face-to-face or online demonstrations of our services along with brochures and other information resources to suit your needs. Get in touch to see how we can help.
Case studies and insights
As a leading digital healthcare organisation with proud NHS links, we believe in sharing insights into the work we do, the issues our clients face and the latest developments in our field. View all our case studies and insights.
What our customers have to say
“THIS have provided Spectrum Community Health with quality service for over 10 years. They consistently strive to meet our IT needs and digital ambitions in a supportive partnership approach.”
Sharon Hardcastle
Director of Finance, Spectrum Community Health CIC
Judy has asked for Spectrums thanks to be passed on to the Service Desk and all support staff for the efforts we are going to help and support them.
Judy Threlfall-Sykes
Head of Digital, Spectrum Community Health CIC
“Really want to thank Daniel P for all his help, he was really patient and helpful. Clearly communicated what he was doing and that he would contact me back to test that things were working.”
CHFT
"Problem quickly resolved and gave information about how to resolve in the future.”
Wakefield CCG
Who we work with
Supporting organisations throughout the UK
Across the UK, we work closely with NHS and healthcare organisations in many different locations. From our roots in Yorkshire, we support clients across England, Scotland, Wales and Ireland.
Examples of our NHS clients include London’s Great Ormond Street Hospital and hospital trusts in Southampton, Oxford, Cambridge, Nottingham, Derby, Birmingham, Liverpool, Manchester, Middlesbrough, North Tees & Hartlepool, Newcastle Upon Tyne, Edinburgh, Lanarkshire and Glasgow.
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