Staff calling us after 2200 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 2200. 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).