ICT Service Desk

Roedd y cais yn llwyddiannus.

Dear South Tyneside Metropolitan Borough Council,

Please provide the following information under the Freedom of
Information act.

Are your ICT Service Desk functions, or any part of them,
outsourced?

Please provide answers to the remainder even if some or all of your
Service Desk is outsourced.

How many end users does the Service Desk support? Please supply
your most accurate estimate if unknown.

How many full time equivalent (FTE) staff work in your Service
Desk?

Please provide the number of empty full FTE positions within your
Service Desk.

Which of the following levels of support fall within your Service
Desk structure’s remit? If you have different names for the
functions please provide the names you use.
• 1st line support
• 2nd line support
• 3rd line support
• More advanced specialisms
• Project tasks

How many Service Desk FTEs are normally assigned to work in the
following areas?
• 1st line support
• 2nd line support
• 3rd line support
• More advanced specialisms
• Project tasks

Which of the following categories are supported and resolved by
your Service Desk?

• Logging issues into the call management system
• Responding to phone
• Responding to e-mail
• Resolving network password resets
• Resolving business application password resets
• Installing most client software
• Installing hardware such client computers
• Installation and configuration of operating systems on client
computers
• Repairing hardware faults on client computers and peripherals
• Rotating backup tapes
• Checking for and reporting server backup success and failures
• Set-up, configuring and administering server backup solutions
• Process batch work on mainframe (including IBM mid range servers)
• Processing hardware and software purchases
• Troubleshooting and resolving network connectivity issues and
cabling issues
• Set-up of network and e-mail accounts
• Set-up of business application accounts
• Moving client computers between locations when required
• File and printer server administration, permissions and space
allocation
• BACS processing
• Cheque printing
• Create VOIP system telephones and user accounts
• Configure call management workflow, such as hunt

Please indicate which level of support (1st, 2nd, 3rd, advanced, or
not supported) the task primarily falls under

• Logging issues into the call management system
• Responding to phone
• Responding to e-mail
• Resolving network password resets
• Resolving business application password resets
• Installing most client software
• Installing hardware such client computers
• Installation and configuration of operating systems on client
computers
• Repairing hardware faults on client computers and peripherals
• Rotating backup tapes
• Checking for and reporting server backup success and failures
• Set-up, configuring and administering server backup solutions
• Process batch work on mainframe (including IBM mid range servers)
• Processing hardware and software purchases
• Troubleshooting and resolving network connectivity issues and
cabling issues
• Set-up of network and e-mail accounts
• Set-up of business application accounts
• Moving client computers between locations when required
• File and printer server administration, permissions and space
allocation
• BACS processing
• Cheque printing
• Create VOIP system telephones and user accounts
• Configure call management workflow, such as hunt groups, vectors
and call handling logic.

Does your organisation utilise a self help portal, or similar
technology, for resetting passwords? If you do, please provide the
name of the application, a list of software for which the
application is used to reset passwords for and the number of
passwords reset by the user, using this application for each month
from September 2012 through August 2013

How many FTEs are currently re-deployed from the Service Desk to
supply staff to longer term (over three months) project tasks such
as desktop refresh projects.

Please supply the monthly statistics for the following, for each
month from September 2012 through August 2013, inclusive.
• Average speed to answer phone calls to your Service Desk
• Number of phone calls into the Service Desk
• Number of phone calls out of the Service Desk
• Number of abandoned phone calls
• Number of Incidents logged
• Number of Service Requests logged
• Number of Incidents breached during the month
• Number of password resets performed manually (i.e. not through a
self help portal) for network accounts by the Service Desk
• Number of password resets performed manually (i.e. not through a
self help portal) for business application software
• Number of Incidents resolved within 15 minutes of logging
• Number of Service Requests resolved within 15 minutes of logging
• Number of Incidents resolved by the service desk
• Number of Service Requests resolved by the Service Desk

Please provide the Service Level agreement parameters defining the
level of severity and resolution targets for calls logged with the
Service Desk.

Please provide a copy of the service desk organisation structure,
including post titles and the number of FTEs employed within the
posts and the salary scales (monetary, not grades) of the people in
those posts.No information identifying actual people is required.
If you wish to supply grades then please include the salary scale
table showing the monetary value of the grades.

Yours faithfully,

p Stevens

foi, South Tyneside Metropolitan Borough Council

This email has been classified as: NOT PROTECTIVELY MARKED

Dear Mr Stevens

Your FOI Request was received by South Tyneside Council on 23th September
2013.

I write to confirm that a decision about your request will be made within
20 working days from the date we received your request.  Should there be
any delays or discrepancies with your request then this will be
communicated to you in due course.

If you have any further queries regarding this matter then please do not
hesitate to contact the FOI team on [1][South Tyneside Council request email] or 0191
424 6538 and quote the reference number FOI 13 12979.

Regards

Fay

 

Fay Devlin

Information Management Officer

 

South Tyneside Council

Information Governance Team

Central Library 

Prince Georg Square

South Shields

Tyne & Wear

NE33 2PE

 

Telephone: 0191 424 6538

Email: [2][South Tyneside Council request email]

 

dangos adrannau a ddyfynnir

foi, South Tyneside Metropolitan Borough Council

1 Atodiad

This email has been classified as: NOT PROTECTIVELY MARKED

Dear Sir/Madam

 

Please find attached the Council’s response to your Freedom of Information
request.

 

Regards

 

John

 

John Grewcock
Information Governance Officer
Information Governance
South Tyneside Council
Central Library
Prince Georg Square
South Shields
Tyne & Wear
NE33 2PE

Tel. (0191) 424 6538

[South Tyneside Council request email]

 

dangos adrannau a ddyfynnir