Service Delivery | Information Communications Technology
Sanger Institute, Genome Research Limited
Our Research and Approach
In line with the IT Strategy, our aim is to deliver a robust, reliable and repeatable IT service to both the scientists and support teams to allow them to work as efficiently as possible, at least cost. We are happy to go that extra mile!
The Service Delivery team deals with the customer facing elements of ICT delivery, aiming to provide a high quality and consistent service which is measured to show improvement and transparency. We adopt the ITIL methodology for service level management including incident, problem and change management.
We provide assistance as a drop in facility, by web portal, by phone and by email but our skilled and knowledgeable engineers are on hand to offer support at your desk if required. Support typically includes investigation and resolution of issues by providing advice, repairing faults, replacing equipment, providing documentation or working in close collaboration with system developers or specialists. We also provide technical support for Campus projects.
The team has a range of skill sets, commencing from Apprentice level and working towards Senior System Administrator level. All members of the team are encouraged to develop their career and have worked to produce a personal development plan and have SMART objectives. We have also been fortunate enough to have been enrolled with the professional body, the BCS Chartered Institute for IT and each member of staff has their own SFIA role profile.
The Service Desk has grown and developed since its inception 6 years ago and their call resolution rate has more than doubled. They have celebrated having zero outstanding calls on more than one occasion.
The second line team have benefited from the support of the Service Desk, enabling them to take on more complex challenges as well as routine support. We have re-organised the way we manage our work loads, have developed job roles and devolved line management responsibilities across the team.
I receive a lot of positive feedback from staff around the Institute regarding the quality of the service customers receive and we publish a monthly scorecard. We aim for a 100 per cent customer satisfaction target and have achieved that target on more than one occasion so whilst continuous service improvement is a driving factor, we must be doing something right.
I am responsible for the management and control of resources required to provide a high quality, customer focused, support service. My role is to design, develop and implement an IT service strategy to support business goals and objectives. I am the main point of contact for all IT Service Delivery activities and I provide operational leadership to the first and second line IT engineers.