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Core Services
During weekdays between 0800-1700 the full range of CITS services are available.
The Service Desk is closed between 3-4pm every Friday to support staff training. Our self-service portal will continue to be available during this time.
All other hours
Our Service Desk is available 24/7 for password resets, logging and triaging of requests and escalating to our on-call teams if necessary.
Non-urgent requests can be logged via our self-service portal, available 24/7. Any requests logged via this method are triaged overnight and will be picked up the appropriate team in core hours.
Our out of hours services include extended cover for our critical clinical systems via a Clinical Applications Support on-call rota.
Our out of hours staff will also be supported in the event of a major IT related incident by an on-call Escalation Manager, who will be responsible for keeping customers and Trust managers informed of progress during an incident occurring outside CITS core support hours.
Our technical staff will respond to major issues with our network, server or telephony infrastructure 24/7. Issues affecting single telephone or data lines, PCs, printers and non-critical systems may be logged and triaged by the Service Desk but will not be replaced or visited outside core hours.
Printers which are critical to the operation of a department should have a backup printer identified and any faults with either device reported to CITS as soon as they occur, during core hours.
