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National Service Desk (NSD)

About National Service Desk

Requesting IT support

Mobile phone and mifi

Contact

Out-of-hours emergency contact

Collaboration tools

About National Service Desk

The National Service Desk (NSD) is the HSE's single point of contact for ICT support.

THE NSD has around 300 staff who provide first and second line services.

NSD helps users with requests and incidents, which are classified as follows:

  • request (need or want) – a new computer or device, folder access, new user account setup
  • incident (damage or fault) – device not working, email or other services down

The NSD is divided into several sectors, including:

  • NSD first level (Centre of Excellence teams first contact, access management, applications and Citrix, devices and peripherals, email and O365, networks, remote working, non-standard, printing and scanning, cyber security)
  • NSD account management
  • NSD field engineering teams

NSD account management set up user accounts and manage access to files, folders and shared mailboxes throughout the HSE.

NSD mission and values

Requesting IT support

What to do before contacting the NSD:
  • ensure that you have your security questions up to date - the NSD will require security questions before providing support
  • remember that you can use the Ivanti self service portal to update, log, and view tickets, and update your security questions
  • for device and network-related issues, attempt a restart before contacting the NSD
  • for login issues - make sure caps lock is off or on, as applicable, and your password is correct
  • to get a password reset, your security questions must be recorded to verify you. A colleague with recorded security questions can also vouch on your behalf
  • for connection issues - check all connections on your device, including peripherals, and ensure everything is plugged in and connected securely

Self-service

You can use the self-service portal to log an incident or request. This gives the fastest response time and you can check the status of your tickets without having to ring the NSD. About the self-service portal.

Phone

Phone the NSD on 0818 300 300 and select one of the following options:

  • 0 - cyber security emergencies
  • 1 - vaccination support
  • 2 - everything else

The service is available from 9am to 5pm Monday to Friday.

The NSD will record inbound and outbound calls when recording is available.

Email

Email: NSD.ICT@hse.ie

What to expect when using self service, calling or emailing NSD, and when an analyst contacts you

Ticket and service feedback, escalations and complaints

How to provide feedback on IT services or to escalate a ticket.

Out-of-hours emergency contact

An emergency out-of-hours service (5pm to 8am Monday to Friday and all day Saturday and Sunday) is available on 0818 300 300. This should only be used for emergencies that cannot wait for normal working hours.

NSD staff will determine what action to take per ticket, troubleshoot (triage) and in some cases, may be able to resolve. Tickets may sometimes require assistance from other IT support teams.

Cork University Hospital (CUH)

IT out-of-hours emergency support phone: 021 492 2000

Letterkenny University Hospital (LUH)

IT out-of-hours emergency support phone: 074 918 8844

Galway University Hospital (GUH)

IT out-of-hours emergency support phone: 091 544 000

Mayo University Hospital (MUH)

IT out-of-hours emergency support phone: 091 544 000

Roscommon University Hospital (RUH)

IT out-of-hours emergency support phone: 091 544 000

Collaboration tools

Approved and supported tools for online meetings and collaboration include:

Get more information about solutions to support communication and collaboration in digital health.

Mobile phone support from Vodafone

Contact Vodafone Support if you have problems with your work phone.

Phone: 1800 855 838

Email hsemobilitysupport@vodafone.com

Contact

Contact the National Service Desk (NSD)

Use the NSD Self Service Portal or phone 0818 300 300