Service Desk
Our NHS-accredited service desk currently supports a single point of contact solution to more than 40 separate NHS organisations with approximately 32,000 service users. Our core hours of service are 8am to 6pm Monday to Friday excluding bank holidays. However, this can be flexible dependant 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 60% of incidents reported at first point of contact, using industry-standard secure remote software and access tools.
Our priority is to ensure regular updates are shared with the customer and the ability to track all incidents in our web portal.
Technical Resolution Service
Where it has not been possible to resolve an issue, the ticket will be escalated through to our highly skilled technicians. As part of this resolution service we offer a number of services including the installation, support, maintenance and (where required) disposal of IT equipment. We can also advise on the acquisition of new IT hardware.
Silver Service
A more bespoke offering where our Silver Service colleagues have access to all internal IT resources, skills, experience and expertise as required to resolve the majority of your issues on site. This service provides dedicated technicians who will integrate with the wider IT support and compliment other third-party IT support agreements. As part of this service, planned visits to your sites will be agreed to discuss IT improvements or enhancements.
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
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.
Request
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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