Providing a secure service desk

Situation

After consultation with some of our customers from other government agencies, it became clear that they were looking for an enhanced IT service desk, providing comprehensive hardware and software support at the first point of contact, with robust security controls.

Solution

We installed a secure service management toolset and expanded our team with additional staff with the appropriate security clearance and technical expertise. As head of the ICT helpdesk, I ensured that the processes for call handling were defined and agreed according to customer requirements. I secured the necessary accommodation and infrastructure and worked with our account managers to inform our customers of the enhanced service they could now expect.

Impact

The new service desk successfully went live in October 2008. The level and quality of service to our customers has been significantly improved: the new service desk can handle and process calls 24 hours a day, 7 days a week, truly providing our customers with round-the-clock secure support. Because we have a detailed understanding of customer requirements and because we train our team members extensively to pass on that knowledge, our front-line staff can prioritise calls more effectively and ensure that they are handled appropriately. Our new service is trusted, effective and secure. Its success has generated interest from other governments with whom the UK has close links and discussions are now underway with them.