Finalist in the EHI Awards

Tanya Crompton IT Service Desk Analyst

From Customer Service Agent with limited IT experience to Senior Analyst with a highly developed knowledge of service operations, 40% first time fix average, leadership qualities and drive for continuous improvement, Tanya Crompton is Bolton’s Rising Star nomination in the EHI Awards.

She has demonstrated the leadership qualities of the ‘manager of tomorrow’, maintaining a strong work ethic and ‘can do’ attitude, whilst promoting positivity within the team and the ‘good will’ running of the department. These capabilities were recognised by the Trust’s CIO, Rachel Dunscombe and other senior colleagues.

During the period of January and April 2014, Tanya was the only substantive service desk staff member and, as well as managing all new user accounts and departmental purchase ordering, logged over 2000 calls (telephone and email) on the Bolton Service Desk system and achieved a 40% first time fix rate. Tanya ensures that telephone calls are kept to a minimum duration, are handled professionally and targets the key questions required to obtain the necessary issue details from the end user.

Tanya’s courteous communication style with users, prompt and concise logging of IT issues, fixing some issues at the point of call, results in the perfect balance between:

1. clinical staff only spending a very short time on the telephone (4 minute target)
2. all essential information is captured, preventing further user call backs (and impacting patient care)
3. allows more first time fixes to be achieved
4. enables 2nd and 3rd line support to only focus on the issues requiring specialist, technical attention with all information available
5. reduces calls being escalated to management.

Ultimately, Tanya recognises the importance of releasing time to care for the clinical staff and does everything she can to expedite call logging processes.
 
It’s acknowledged that many people under 30 fulfil a service desk role and, no doubt, to a high standard. Tanya is no different in that respect, but what particularly impressed senior managers and clinical leads at Bolton NHS FT was Tanya’s natural leadership, maturity, persistence, resilience and positivity.

Striving to improve service processes, Tanya also takes time to identify issues with call logging of incidents and requests, proposing changes and working with the staff as required. The level of Tanya’s effective and efficient communication skills, service improvement focus, technical understanding and ability to take charge of a situation/matter is exceptional and very difficult to find. Her skills not only stand her in good stead for a future service desk lead role, but a prosperous career in service delivery.

Tanya contributes a significant amount towards the incident and request management processes within IT, not just ensuring that calls are properly logged, but ensuring customers’ expectations are met as far as possible and that colleagues have everything they need for prompt call resolution. Perhaps Tanya’s biggest contribution to the Trust, however, is her determination to deliver a high standard of service at ALL times and her leadership capability for promoting motivation and a healthy attitude within the team. She sets a great example to other colleagues and can take a fair amount of credit for the influence she’s had on the positive culture of IT and the high level of customer satisfaction across the Trust.

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