Informatics Merseyside has become the first NHS IT Service Desk in England to secure 3-star certification from the Service Desk Institute (SDI).
The Informatics Merseyside NHS shared service, hosted by Mersey Care NHS Trust, provides Information Management and Technology (IM&T) services to NHS partner organisations and customers across the regional health and social care economy. Services including informatics transformation and development, infrastructure and IT operations management are provided to circa 15,000 users in order to deliver ‘Health Grade IT’ to support high quality and efficient patient care delivery.
Informatics Merseyside uses Sunrise ITSM to manage approximately 77,000 support requests every year, of which 95% are fixed within one day. The system is also used for performance management and monitoring customer satisfaction for service improvement and reporting.
David Gordon, Central Services Manager at Informatics Merseyside, said: “With the support of Sunrise, we have been able to deliver a customer-led service, backed up by mature processes for IT and customer support, and a solid framework for measuring service targets and managing resources.
“Over the past few years our Service Desk has evolved to support new systems and the increased reliance on mobile devices. Our processes have improved, along with our approach to knowledge management and development, as part of our overarching and integrated approach to continual service improvement. We are delighted to have received such high praise and recognition from the Service Desk Institute, which is testament to the hard work and commitment of our Service Desk staff and management team.”