ICT Service Desk – Unsung Hero Awards

Nomination

Award Category:

IT & Digital

Individual or Team Nomination?

Team

Qualifying Qualities

In these challenging times, nominators were asked to show how the nominee had demonstrated the following qualities:

Exceptional work ethic - going above and beyond their job description, especially in the past 12 months.
Outstanding achievement/s in work or outside of the organisation where relevant.
Drive for innovation and proactive leadership in these challenging times.
High level of interpersonal skills, such as kindness, empathy, loyalty and thoughtfulness to staff and patients.
A resilience considering Covid to their role and to the health and wellbeing of their colleagues.

Nominators Answer

Nominee's story :

The Trust ICT Service Desk have successfully, wholeheartedly, with considerable, loyalty and thoughtfulness underpinned and supported all members of the trust who care for our patients not just in responding to the COVID pandemic, but with Business as Usual activities as well. From the start of the Pandemic the Service Desk quickly, easily transitioned from office working to working from home, configuring telephones and laptops to work via a new virtual private network; thus, enabling a seamless transition and continuity of service irrespective of where we were located; providing telephone or remote support as necessary. The speed and efficiency with which this transition took place could not have happened without the excellent work ethic, dedication and commitment of all members of the Service Desk. Members of the service desk have, at their own volition, worked more hours than can reasonably be expected, managing portal calls or taking phone calls, in support of all who needed IT support, particularly in the care of service users, but also to support other members of the Service Desk as colleagues and by way of demonstrating an excellent team spirit as well as a high level of empathy not just for our colleagues who are supporting those in need, but for those in need as well. We have on occasion engaged directly with patients to assist them with technical challenges, for example to use their own hardware to connect to clinicians and carers via Lifesize, MS Teams or Attend Anywhere. We have supported all our carers, clinical and admin staff not just in their day to day support requirements but specifically an NHS Mail migration, deployment of Office 2019 and Mobile Device Management upgrade, all of which involved supporting some 4000 staff. We are about to deploy a large volume of iPads and Hybrid laptops to our Crisis Team all of which will require additional support from all members of the Service Desk. All we support are given the opportunity to complete a customer satisfaction questionnaire, a review of these responses during the past 12 months has indicated: 91% were Extremely satisfied with “……… the way their incident was handled by the staff on the Service Desk” 94% were Extremely satisfied with “The IT staff who fixed their problem” 82% were Extremely satisfied with “………. with the level of communication by IT during this incident” Overall 91 % of all staff were Extremely satisfied with all the above criteria. The ICT Service Desk always work hard, they have gone above and beyond on many occasions, working bank holidays and beyond their scheduled shifts when necessary, particularly in the mornings when we are our busiest. All members have a high level of technical skills, but also interpersonal skills which are reflected in the attached/additional information document. As much as I manage this team, my overall desire here is unselfish and is for the team to be recognised for their efforts in supporting all our colleagues, the patients we care for; all of which represents a shinning example not just of the individuals, or this Trust, but the NHS overall.