About the service desk

An IT incident request is anything that causes disruption to how a service usually operates, which might include being unable to access a software application, or problems with computer hardware.Requests for new services, such as a new e-mail account or equipment, are also handled through the IT service desk for action.

As a service, NHS Informatics Merseyside delivers IT support in line with the Information Technology Infrastructure Library (ITIL) framework and externally certified industry standards and is proud to be one of only two health care organisations in the world to achieve four-star certification from the Service Desk Institute (SDI). We have in-depth knowledge of NHS IT systems and services and are proud to support over 20,000 IT users, 135,000 support requests per year and 240 applications.

As a busy healthcare professional, we understand that every minute matters when you have a problem and that’s why we are committed to delivering exceptional customer service by employing highly skilled staff, who are able to quickly and effectively solve many of your enquiries at the first point of contact.

The service management system used by Informatics Merseyside allows requests and problems to be categorised, prioritised and tracked efficiently, ensuring that normal service is quickly restored, minimising disruption to business and patient services. Any problem that cannot be solved immediately by the service desk will be escalated to the most appropriate support team for review and action.

Key features of the service include:

• IT incident support.
• Service request fulfillment, advice and help.
• User account provisioning and support.

Contact methods include an online self-service portal with useful troubleshooting resources, live chat and telephone. For further information about our IT service desk or wider support services, please get in touch and we will be happy to help you.