IT Emergency On-call

IT Emergency On-call - the out-of-hours service for IT issues provided by the IT Department.

The out-of-hours period is 1700 - 0800 Monday - Friday. 24 hours a day - Saturday, Sunday, and bank holidays.

In-hours support provided by the IT Service Desk / IT Hub 0800 - 1700 Monday - Friday.

https://mkuh.freshservice.com/ for 24/7 access to log and track your tickets and self-help using our solution articles. Fresh Service can be accessed from any device, anywhere. For an overview of what is classed as an IT Incident, please see these articles: Logging tickets with IT & FAQ - Logging Tickets on Fresh Service

What is classed as an IT Emergency?

Major clinical application failures. I.E. eCARE, Winpath or PACS etc.
Major network issues. I.E. Wi-Fi outage or network access issues, telephony.
Locum or urgently booked agency staff login requests - if you have had to obtain locum or agency staff at very short notice, then IT on-call can set up their account. Please note requests for new smartcards, will have to undergo an ID check before a card can be created.

Note that the on-call service is resourced by IT staff who are not based at the Hospital whilst on-call, they are doing this in addition to their normal workday and may be asleep when you call 😴 this is why we ask that you only call when there is a genuine emergency - as IT staff need their beauty sleep too!

If we do not answer your call straight away, please do leave a voicemail message and we will come back to you a soon as possible.

What is classed as Non-IT Emergency?

The issues listed below are not classed as emergencies, as most have self-help options and/or the service is only offered in hours, by the IT Service Desk / IT Hub.

Network Password resets (14 Character) - you can reset your password remotely on O365, or from any Trust device, read this linked article to find out how Self-Service Password Reset is here!
Locked IT login - If your Active Directory account is locked out, don't panic. Simply wait 15 minutes before attempting to log in again. How to unlock your PC logon account....
Locked smartcards - all staff should be registered to reset their own smartcard PIN, but if you find yourself locked out then either contact a superuser on your Ward / Department, if you do not know where they are, then simply email them using this distribution list SuperUsersSmartcards and hopefully someone on shift will come to your aide. If all else fails, then you can obtain a TAC from the site office, until the IT Hub (near main stores) opens. See this article to register for Smartcard self-service - Smartcard Self-Service Registration Process OR Where and how can I reset my Smartcard Pin?
Renewal of smartcard certificates - This cannot be done out of hours, we would suggest collecting a TAC from the Site Manager, until the IT Hub (near main stores) opens.
Reset Imprivata PIN - Follow this guide to see how to reset your PIN Imprivata
Problems with Individual PC's, Phones or WOW's - these should be logged as an IT Incident ticket to be dealt with in hours. IT Incident
Logon accounts expired or disabled - Requests should have been made in hours to the IT Service Desk to extend or re-enable an account. This is the form you need Extend / Enable Account
New Starter Account setup / obtaining logon credentials - New starter requests should be sent in hours to the IT Service Desk, allowing 3 working days' notice.
ESR Password Reset - Here is the link to the ESR Password reset
General eCARE workflow queries - There is a wealth of information about eCARE on our eCARE.guide site, which again is accessible from any device, anywhere 24/7.

How do we contact IT Emergency On-call?

If you think you have an emergency issue that meets the above criteria, then run this past the Site Manager to ensure they agree. Once you have their approval, then contact the switchboard who will connect your call through to the person on-call.

We have historically received calls for support on the following, please note these areas are not covered by MKUH IT.

Calls from third party organisations such as CNWL, MK Council, AFH, OUH.
Nurse call system.
Door swipe access.
Bleep system.