Service Desk - Hints & Tips

Back in July 2017 we launched the new ESR Service Desk.  With over 2,000 authorised contacts interacting with the ESR Service Desk, and on average 2,000 calls a month received by the Service Desk Team, as a Programme Team we need to ensure that the Service Desk is an efficient and effective tool for our Users.

As with any change, it has taken some time to ‘bed in’ and whilst the Service Desk User Guide is easily accessible via ESR Infopoint, sometimes Users may want a quick reference guide to refer to.

To assist ESR Service Desk Users with raising SRs the IBM CRM Team has developed a shortened simplified version of the User Guide, concentrating on those activities that are necessary to ensure our Users are getting the best from the system and that calls are being raised at the correct priority to ensure they receive the appropriate level of response based on their criticality.

The Hints and Tips guide is available on ESR Infopoint via this link: https://www.infopoint.esr.nhs.uk/?q=node/5142 and a copy will be distributed to each Authorised Contact.

If you have any queries relating to this document please contact your Client Relationship Manager.