South, Central, West CCG Support Unit

As part of the University of Surrey’s response to the request for help from the NHS during the Coronavirus crisis I have volunteered to provide support and help in two areas.

Volunteer support desk analyst and administrator for NHSMail and Microsoft Teams

March 2020 – June 2020

Working as a Local Administrator and fielding support calls from NHS Staff relating to NHSMail.

This involves

  • Handling support calls for leavers and movers
  • Making changes to e-mail accounts and users details incl. job descriptions
  • Updating distribution and shared mailboxes
  • Password resets
  • Updating the TopDesk case management system

This work has enabled other support staff in the support unit to concentrate on higher priority and more valuable support work.

Volunteer Subject Matter Expert for Microsoft Teams adoption

March 2020 – June 2020

As part of the rapid deployment of Microsoft Teams to over 500,000 members of NHS staff I have been asked to provide the support unit with guidance, communications and training material on how to get the most from Microsoft Teams.

This involves

  • Providing advice, guidance and one to one training to end users on how to get the most from Microsoft Teams
  • Advising on 3rd party app integration
  • Working with clinicians, technical support staff and admin staff within practices and hospitals to triage, investigate, escalate and resolve issues
  • Working with Accenture and Microsoft to share information about adoption
  • Preparing communications and training material for meetings, live events and Shifts
  • Creating and managing teams for users within the CCG’s organisations
  • Updating the TopDesk case management system