Fault reporting

How to report a fault or get advice

If you have a fault or are stuck it’s important at the outset that you consider whether you can help resolve the fault yourself with some simple guidance. This is a summary of how.

Urgent calls – call the IT Servicedesk on 0300 123 1020 or use the self service portal to report a fault if:

  • there’s system/power outage or you can’t access Outlook/NHSmail or shared drives,
  • you need a password reset; or
  • you believe you have a virus (don’t open any emails or attachments; note any error message and shutdown)

Non-urgent calls  – first try our section below on ‘the Top 5 issues and how to resolve’ them. If you can’t find a simple solution and it’s not urgent try to avoid calling in the peak periods between 8am and 11am. A non-urgent call during these times can mean that someone with an urgent call may have to wait for service.

The best way to contact the IT Servicedesk (ArdenGEM) is by:

  • Phone – systems/power outage. Password reset etc call 0300 123 1020
  • Self service portal – report password resets, simple faults, check major incidents and track progress
  • Email the servicedesk – no immediate urgency
  • Livechat – best for simple enquiries. Spend less time on the phone, carry on with your work until you get a reply. The Livechat option is in bottom RH corner of this page.

Self service portal

To report a new IT incident or service request use the  IT self-service portal.  The first time you use the portal you will need to:

  • enter your username (your email address)
  • select ‘Forgot password’ underneath the login prompt
  • follow the instructions and ignore any warning messages at the end of the process. Your request will be actioned.

This will generate a ‘one time’ password which will be emailed to you. Enter this on the IT self service portal, log in and you will be prompted to set a memorable password for future use.

There’s a Guide to the self service IT portal.

If you have any problems, please email the servicedesk or call 0300 123 1020.

Our IT provider that runs the servicedesk is Arden & GEM.