Incident and service request process

Contacting the National Service Desk (NSD)

You can contact the National Service Desk (NSD) through the customer portal. 

You can now also report issues directly to the DSfC team through ServiceNow using the same Customer portal.

Only raise a ticket with our team if your query relates to:

• CDA forms
• commissioning datasets
• secondments
• information governance queries

For all other service issues, log your request through the National Service Desk.

Incident

For any data breaches or DSA breaches please contact the National Service Desk (NSD) by calling 0300 303 5035 or by e-mailing [email protected].

Escalations

You can escalate an open incident with the National Service Desk, but if there's a risk of an immediate or imminent service impact on patient care, we recommend that you call the service desk.

Escalations reported via email should be clearly marked as an escalation, with the information provided about the reason for the escalation. 

Complaints

The National Service Desk provides first line helpdesk support service to all non-accredited Local Service Desks (LSDs) and end users who need support to manage various national system related incidents.

All National Service Desk customer contacts to the service desk will result in an incident or service request being raised, or an existing record updated. Complaints can be raised throughout the lifecycle of any occurrence, or as a direct result of an expression of dissatisfaction about the National Service Desk.

Find out about our general complaints procedures.