Operating Hours

Weekdays

The service desk opens at 8am covering all our core services until 5pm*.

*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.

Weekday Service

We offer our full service between the hours of 8am and 5pm Monday – Friday.

Weekend and Bank Holiday Service

Between 8am and 5pm Saturdays, Sundays and Bank Holidays we offer our out-of-hours service.

See our evening section below for more information.

Evenings

This is a limited service covering major outages and access issues.

Non-urgent request can be logged via our self-service portal, available 24/7.

Evening Services

Our out of hours services, for the first time, 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.

Overnight

We switch to our on-call service supporting only major outages to critical clinical systems, networks and telephony.

Overnight Services

Staff calling us after 2230 will hear a message regarding two choices for a callout – one relating to major clinical system outages and the other to call out an engineer for critical network or telephony related problems. These options operate overnight until the Service Desk reopens at 0800 and are for critical issues affecting multiple users or whole systems only.

Please be aware when calling these staff they are likely to be asleep and you will need to leave your name, department and full telephone number, with a description of the issue, so they are able to call you back.

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 are not covered on-call. 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. We won’t be able to replace a printer out of hours.

Any individual requests can be logged 24/7 on our service desk portal and will be picked up the following working day. Please ensure you check your system access when you come on shift as resets will only be available up to 2230. Our service desk portal contains information on where to locate emergency envelopes for critical systems access (eg for locum staff who need to input to clinical systems during the night).