Service Delivery
Informatics and Digital Solutions
We provide people-focused hardware and software IT support for Sanger Institute and Campus employees. To ensure optimal service we employ the industry-standard Information Technology Infrastructure Library (ITIL4) methodology for service level management including incident, problem and change management.
Areas of support
We provide an open-door policy to deliver drop-in assistance. The range of services we offer include:
- purchasing and setting up personal computing and mobile devices for professional use
- sourcing and delivering hybrid meeting solutions – both hardware and software
- integrating new laboratory equipment into researchers’ workflows for maximal efficiency and data gathering
- data and device security through updates
- managing access to data and systems to ensure accountability and transparency
- investigating and solving IT issues
- providing face-to-face advice and repairing faults
- renewing or replacing equipment
- providing documentation
- working in close collaboration with system developers or specialists.
About our team
The team has a range of skills, ranging from customer support and operating systems expertise, to audio-visual hardware management and understanding of bespoke research software.
We are proud of our team members and encourage everyone to grow their skills and knowledge. To help our staff develop their careers, we build in time to work in other areas of IT support and delivery to gain experience, along with opportunities to gain professional certifications. We are delighted that many of our Junior Systems Administrators have been able to develop into successful Senior System Administrators. We are enrolled with the professional body, the BCS (British Computing Society) Chartered Institute for IT and each member of staff has their own SFIA (Skills Framework for the Information Age) role profile.
How we work
We are composed of two teams:
- the IT Service Desk which is the first port of call for staff to raise incidents or request new equipment or services
- the delivery team who focus on account administration, end user device, mobile device management and hybrid audio visual support.
We take pride in supporting the Sanger Institute and the wider Wellcome Genome Campus community to deliver their ground-breaking science and insights. Because of this, we are delighted that our services regularly receive positive feedback on the quality of support from, and knowledge of, our team members.