Innovate Service Desk: New Support Hours for Enhanced Customer Support

In a move to improve customer support and streamline operations, the Innovate Service Desk has unified the support hours for South Warwickshire University NHS Foundation Trust (SWFT) and George Eliot Hospital (GEH).

Starting from 1 July, both service desks will operate from 7:30 am to 5:30 pm, Monday to Friday*, aligning their opening times to better serve the needs of our customers.

After careful analysis of service desk activity, it was revealed that both SWFT and GEH service desks received minimal calls after 5:30 pm. By adjusting the support hours, the Service Desk Team can ensure that resources are optimally allocated during peak times, thereby increasing efficiency and maintaining the high standard of support our customers have come to expect.

Avi Channa, Head of ICT Service Operations, who manages the Service Desk, commented on the change, "We are committed to providing the best possible support to our customers and the new hours reflect our dedication to being there when they need us the most. This change is a positive step towards enhancing our service delivery and ensuring that our support aligns with the operational hours and needs of both SWFT and GEH."

The new service hours are expected to not only improve the response time during busy periods but also allow for better planning and resource management within the Service Desk Team. Innovate is confident that this change will bring about a more cohesive and effective support experience for all users.

This change was proposed to the boards of both trusts and received approval. Subsequently, the new support hours were communicated through the internal newsletters of both SWFT and GEH, ensuring that all staff members were informed well in advance. For any queries regarding the new service hours or for support, please contact the Innovate Service Desk.

*Exceptions to these hours apply, such as bank holidays.