Diane Wollaston is an accomplished Service Desk Manager at an NHS trust in London, where she leverages her extensive expertise in ITIL and service delivery management to enhance the efficiency and effectiveness of IT support services. With an ITIL Foundation certification and a background in...
Diane Wollaston is an accomplished Service Desk Manager at an NHS trust in London, where she leverages her extensive expertise in ITIL and service delivery management to enhance the efficiency and effectiveness of IT support services. With an ITIL Foundation certification and a background in ServiceNow administration, Diane has developed a robust skill set that encompasses Change Management, Incident and Problem Management, and Release Management within the ITIL framework. Her leadership of a dedicated team of six professionals focuses on providing exceptional support for critical systems, including Microsoft Office, Windows 8 & 10, and various clinical applications such as PAS and Open Eyes.
In her current role, Diane is instrumental in establishing and maintaining Service Level Agreements (SLAs), Operational Level Agreements (OLAs), and key performance indicators (KPIs) that drive performance and accountability within the service desk. She actively participates in service reviews with NHS trust boards and IT strategy stakeholders, ensuring alignment between IT services and organizational goals. Diane's commitment to continuous improvement and stakeholder management has enabled her to foster strong relationships across various departments, facilitating seamless communication and collaboration.
Diane's expertise in networking and Active Directory further enhances her ability to troubleshoot complex issues and implement effective solutions. Her proactive approach to service delivery not only improves user satisfaction but also contributes to the overall success of the NHS trust’s IT strategy. As a passionate advocate for IT service excellence, Diane Wollaston continues to make significant strides in optimizing service desk operations, ultimately supporting the critical healthcare services provided by the NHS.
