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
Mission
The HSE National Service Desk (NSD) team is dedicated to providing high quality and efficient IT support to our users, as part of our role in the patient journey. We endeavour to deliver an informative and supportive service on first point of contact. We strive to continually improve our services by requesting and acting on user feedback.
Values
To deliver a valued user experience, we will:
- provide you with our staff member’s name
- listen and understand your needs
- keep you informed of progress of your ticket, including assigning tickets to other specialised teams as required
- continually learn to improve
Feedback, escalations and complaints
What to expect when using self service or contacting NSD
How to provide feedback on IT services or to escalate a ticket