Getting the Right IT Support Getting the Right IT Support We want to make it easier for you to get the right support, reach the right team and provide proactive and transparent communication. Your IT Business Partner (ITBP) is now your first and main point of contact for IT escalations, change requests, enhancement opportunities, and HALO escalations. They will coordinate activity across Group IT, provide clear communication, and give you visibility of next steps and expected timelines.
The route for different IT requests: 1. IT Support Issues – Log a HALO ticket o For day-to-day IT incidents and service requests, please log a HALO ticket. o
The IT Support Team manage and resolve tickets in line with service levels.
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If a ticket needs escalating, business prioritisation or stakeholder engagement, speak to your ITBP and provide the HALO ticket number.
2. Business Escalations o If you have concerns about the impact of an IT issue, the progress of a ticket or a recurring service problem, speak to your ITBP. o
Your ITBP works with our IT Support and Service Management teams to understand the issue, agree next steps and provide clear progress timelines.
3. Change Requests, Enhancements, and Improvement Opportunities o If you have a new business requirement or improvement idea speak to your ITBP before work is requested from IT delivery teams. o
Your ITBP will work with you to understand what you need, the outcome you're trying to achieve and the expected business benefits. While also helping to define the scope, priorities and any potential risks.
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Your ITBP will coordinate with the Business Improvement and Change Teams to initiate the change process, including assessment, prioritisation, approval, and scheduling.
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Your ITBP will provide clear visibility of the next steps and delivery timelines.
IT Business Partner Contacts:
Steve Gowers
Matt Goodall
Leon Martyn
steve.gowers@axisclc.com matt.goodall@axisclc.com leon.martyn@axisclc.com 02035972525 07342527420 02035972388
Phil Maskell phil.maskell@axisclc.com 07876446260