IMPORTANT DIGITAL SERVICE INFORMATION - Service Desk Portal Re-launch Update
DIGITAL SERVICE DESK PORTAL INFORMATION
It’s been over 6 months since Digital Service re-launched the Service Desk Portal. Since then, we thought we would let you know how the Service has improved:
An average of 73% of tickets are logged each month via the Service Desk portal which is an 10% increase
Waiting time for staff calling the Service Desk for urgent and high priority issues has decreased by 16%
Average resolution time has decreased by 6 hours
On average we receive over 3,000 tickets per month into the service, your support in allowing us to prioritise high impact issues affecting patient care is appreciated.
Help us, help you, help yourself! The Service Desk portal is your go-to application when you need to contact Digital Services for help or advice. We have increased the capacity of our Service Desk Analysts to manage tickets logged via self-service to review and resolve your problems and requests promptly. This means that staff experiencing technical difficulties with no workaround, and which present a clinical impact to the Trust can get through more quickly on the phones.
We also have an extensive knowledge base with over 550 knowledge articles where you can resolve your issue before you log a ticket. Already we’ve had over 38,000 views.
To log a ticket on the Service Desk Portal, please click here
To view a quick guide on how to use the portal and our Services click here
Please remember before you call the Service Desk, if your issue is not an urgent or high priority issue, you will be asked to log your ticket on the Service Desk Portal unless there is a valid reason why you can’t access the portal.
A link to our Digital Service Level Agreement (SLA) can be found here
Can we also take this opportunity to remind staff that our Service Desk Analysts are your colleagues at Croydon Health Services who are here to help you and should be always treated with professional courtesy and respect, and according to Trust values. We thank you for your kind understanding and are grateful for your support to enable us to prioritise and resolve issues in support of improved patient outcomes.
Forgotten your NHSMail password? - You can unlock and reset our password yourself. You will need to setup at least one authentication method on your account click here for more information.
Help us to get to the urgent phone calls quickly. If you want to raise a non-urgent issues please use the Self-Service portal
Locked out of your network account? (computer login) – Wait 15 minutes and try again.
For your complete guide to Digital Services please see our Digital Services Hand-book
For a Checklist for New Starters click here
For an Checklist for staff leaving the Trust click here
Use EGRESS to send large files.
Click the link for more information.
How to send large files using NHS Mail (Egress)
For out of hours issues that impact patient care or system outages, please contact main switchboard who will contact our on-call engineers. We do not reset passwords during out of hours.
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