Hi, my name is Christina and I’m currently working in an IT Operational Service Delivery role at the Home Office. I’d like to tell you about my journey into my current role and what it’s like to work here.
I’ve worked at the Home Office for twenty-four years in various departments within Immigration Enforcement and predominantly in a management position before moving into my current role in the Request Management Team.
The purpose of the Request Management Team is to help facilitate requests for software, hardware and other IT services from Home Office users. My role within the team is to monitor the Request Management Inbox for issues that the IT Service Desk or the Request Team are unable to resolve, such as supplier Service Level Agreement breaches, Catalogue queries or fast track requests.
I enjoy my role within the team; it is challenging and requires a problem solving, technical mindset, as well as a willingness to learn and adapt to meet the challenges of the role.
My day to day responsibilities include:
- Being the first point of contact for our Live Services Request Fulfilment Team, triaging, evaluating and resolving end-user requests.
- Responding to user requests within agreed time scales and managing both stakeholder and user expectations.
- Ensure risks are identified, recorded and managed.
- Monitoring external supplier performance and resolving any issues that occur.
I also play a key role in enhancing user experiences in service management. I recognise gaps in knowledge among users and suggest ways to streamline their understanding to improve their user touch point experience, ensuring a high level of service excellence is maintained.
My role also allows me to work flexibly. Being a mother, it’s great to know that I work in such a supportive environment that promotes a healthy work life balance.
I have honestly loved my time working at the Home Office, it’s a career move that I would recommend to anyone; you really won’t regret it. If you have the mindset to learn and develop your career, you’ll find all the support you need to succeed in the Home Office.
