National Service Desk (NSD)

The National Service Desk (NSD) is the single point-of-contact for HSE staff to get IT services.

The National Service Desk (NSD) IT team can help you:

• fix problems with your IT equipment (for example your computer or email)
• access networks or shared folders

Services are categorised as requests or incidents. A request is where you want something, for example, a new computer, a new user account, access to a shared folder. An incident is where something is broken, for example, printer not working, unable to access an application, internet unavailable, email not working.

Keep your data safe

NSD will provide you with your ticket reference when contacting you by phone. Before proceeding with the call, think if you have a ticket logged about the fault or request, and are you expecting contact about it.

NSD may at times:

• need to remotely access your machine, but will never require you to download a file or browse to a website to initiate this
• share links to useful information (if you have queries about a link received from NSD phone 0818 300 300)
• ask you for your email address or username, but will never ask you for your password
• contact you, even though you may not have logged a ticket. If at any time you're unsure if the contact is legitimate, hang up and phone 0818 300 300

All staff are recommended to complete the HSE cyber awareness training module on HSeLanD

Requesting IT support

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. You will be able to select an option and your call will go to the appropriate queue. This service is available from 9am to 5pm Monday to Friday. Currently, a support service is available to Covid specific centres from 8am to 8pm Monday to Sunday.

Email

Email your service desk mailbox.

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 (8pm to 8am Monday to Sunday) is available on 0818 300 300. This should only be used for emergencies that cannot wait for normal working hours.

For ICT-related requests or incidents, you must have a ticket logged on the NSD IT system. A ticket provides a unique reference number for you to keep track of progress and actions. Some tickets require management authorisations and this is achieved via forms or built into self service.

NSD staff will determine what action to take per ticket, troubleshoot (triage) and resolve. In some cases, tickets may require assistance from other 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: 087 234 0242

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

End User policy

The End User policy (PDF, 482KB, 8 pages) sets out the National Service Desk's policy regarding NSD end-users access and use of NSD systems.

The NSD is committed to the correct and proper use of these systems in support of its administrative and service functions. The purpose of this policy is to define the expected and acceptable use of the NSD systems by the end-user.

The policy is mandatory and by engaging with the NSD, end-users are agreeing to abide by the terms of the policy.

Collaboration tools

Approved and supported tools for online meetings and collaboration include:

• Attend Anywhere
• Government teleconferencing
• MS Teams
• Webex

See digital health for more information on available solutions to support communication and collaboration across the health service.

Zoom video conferencing

eHealth Disruptive and Technologies (eHealth) advises:

• eHealth, including the NSD, do not support Zoom video conference products to host work-related video conferences. This applies in clinical and non-clinical settings. The HSE host of any Zoom video conference is at risk of non-compliance with GDPR
• HSE Data Protection Officer (DPO) advises that staff who need to make use of video conferencing should use one of the HSE's approved and supported platforms
• HSE employees can attend a Zoom meeting which is being hosted by another organisation, if this is necessary to meet business obligations
• HSE staff should not record any Zoom conferences they take part in
• HSE staff should not take part in Zoom conferences where clinical matters relating to an individual patient are being discussed
• if you need assistance with the approved video conferencing facilities contact the NSD
• Should you continue to use Zoom video conferencing, you should adhere to best practices for securing Zoom meetings

Mobile phone support - Vodafone

For issues with your work mobile phone or MIFI device, contact Vodafone Support on 1800 855 838

National Service Desk mailbox

The National Service Desk mailbox is eHealth.nationalservicedesk@hse.ie

Regional service desk mailboxes are no longer operational. The quickest way to log, update or check the status of your ticket is through NSD Self Service

Alternatively, contact the National Service Desk support line on 0818 300 300

Service Desk South West - Cork University Hospital and Kerry University Hospital.

Note: Cork University Hospital and Kerry University Hospital have their own IT departments.

Cork University Hospital

• Phone: 021 492 8000
• Email: cuhit.helpdesk@hse.ie

Kerry General Hospital

• Phone: 066 718 4450