Customer improvements to IT Service Desk coming soon

Find out how the AGEM service desk changes might affect you…

From Monday (21 December), IT service requests and incidents will migrate from email to the dedicated web-based IT Self-Service Portal.

This means the Arden & GEM (AGEM) IT Service Desk will no longer accept incidents or service requests via email after the above date.

You will still be able to contact the service desk telephone helpline for those instances where access to the internet is not possible or for high priority, clinical system affecting incidents.

AGEM, our IT service provider, is making these changes to the way you contact the IT Service Desk following customer feedback.

The feedback highlighted a frustration with the length of time it takes to respond to IT service requests submitted via email – which can take up to 48 hours to be logged, before any investigations and solutions can take place.

As part of a commitment to continuously improve and develop the IT user experience, AGEM has introduced a web-based IT Self-Service Portal. This has already proven to be extremely successfully in managing IT service requests with customers experiencing much faster response times.

The user-friendly portal enables service requests to be logged immediately. This means IT experts can investigate much sooner, leading to much-improved response times and issue resolution.

Many of you already successfully use the IT Self-Service Portal. For those of you who haven’t used it before, we would encourage you to:

  • Visit the IT Self-Service Portal
  • Create an account with a username and password
    • the username is your NHS email address. If you’re a first-time portal user or have forgotten your password, please click “Forgot Password?”
    • enter your email address in the username box (not the email address box, leave this blank)
    • select ‘Submit’
  • Save the portal link to your Favourites
  • Familiarise yourself with the portal and how to make a service request in the future

If you experience issues logging in or don’t receive a follow-up email, after trying to reset or set your password, please call the IT Service Desk on 0300 123 1020.

If you need any help using the IT Self-Service Portal, please view the user guide. You can also submit any feedback using the feedback form.

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