Page 26 - Inform December 2019

Reducing Security Risks
IS Service Desk is altering the Joiners / Change / Leavers process to reduce the security risks linked with non-compliance.
Leavers Management
IS run an activity assessment for all user accounts, which highlights accounts that have not been accessed for 30 days or more.
An inactive account is a significant security risk as a user who has left the company could potentially access SHS systems with impunity for a further 30 days.
To reduce this risk, with immediate effect IS will:
• EmailtheLineManagerandrelevantbusiness partner for each inactive user account that is
unexplained.
• A summary of unexplained inactive accounts
and a list of line managers will be supplied on a monthly basis to Senior Management.
Late Joiner / Change Forms
Similarly, there has been an increase in the volume of Joiner/Change forms that are being forwarded outside of the requested SLA. Service Desk is unable to fulfil these requests and failure to comply with the process is presenting a poor image to new joiners.
A monthly report will now be supplied to Senior Management detailing Line Managers who have supplied Joiner or Change forms outside of the requested SLA.
National Customer Services Week
National Customer Services Week provides an opportunity to raise awareness of the vital role customer service plays in successful business practice. Our Customer Services Team fully embraced the opportunity to reflect, explore best practice and recognise success.
Corporate Services
Update
A variety of challenges and games were organised to provoke thought and discussions linked to each day’s theme.
The week culminated in a recognition and rewards ceremony, with colleagues in GB, NI and ROI nominating candidates in the following categories; ‘Most Likely To Go Above and Beyond’ and ‘Overall Customer Services Rep of The Year’.
Thank-you to everyone who helped to make the week such a success and of course to the Customer Services Team for wholeheartedly participating in the activities.
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