Based in Truro and Redruth, our team of dedicated staff resolve around 150,000 calls per year and cover hospitals, health centres and GP surgeries, from the Devon border down to the Isles of Scilly – approximately 12,000 NHS staff in all. We take pride in being known as a friendly and approachable team of people, always keeping in mind the pressure our patient facing colleagues are under when they call us for IT assistance. A lot of what we do can be remotely resolved, however our staff are encouraged to experience hospital environments by participating in proactive Ward Walks and meeting staff at induction sessions wherever possible.
During office hours there is a fully manned Service Desk and several underpinning support teams, covering everything from simple password resets through to major application outages affecting the whole county. Our self-service Portal is available to all our customers 24/7 to search for guidance on common issues and/or log requests or faults. If you have a major IT outage outside normal Service Desk hours we have a round the clock call out service.
A short note on our security procedures:
Starting any new role is daunting enough so we aim to make the IT element as smooth as we can, within the Information Governance guidelines we must adhere to. Training in clinical applications must be completed before we are able to give access and occasionally this causes frustration, but our procedures are there to protect the integrity of our systems and ultimately our patients. Our Service Desk will always check you are who you say you are when you request a password reset for any system and they have a duty to report any suspected breach of security (eg password sharing) to the IG/Security Team for investigation. Don’t be caught out..
We hope you don’t need to contact us too often, but when you do, we hope you find our team ready, willing and able to help you. Our Service Desk system will allow you to rate the service when a support request is resolved so your feedback would be very much appreciated.