Skip to main content Help with accessibility Skip to main navigation
Article number: 8135Last updated: 06-10-2023

IT Self Service Portal

Contacting IT Services

The best way to contact the IT Service Desk is via our Self Service Portal.

The Self Service Portal is a one stop shop for IT related issues, problems, enquires and requests. You can use the portal to log and update calls, track progress of existing calls, view service updates, complete forms, request training and access help sheets and quick guides. 

For urgent queries call us on 0300 555 0212

Registration / First Time Use

Go to the Self Service Portal Website.

There is no separate registration, click Forgotten Your Login Details?

Forgotten Login Details

Type in your NHSmail email address and click Continue.  You will receive an email with a link to reset your password.

Sostenuto Reset Password Link Email

1. Add a new incident

To log a new incident or problem, click Add Incident button.

Available Self Service Options

In the top left corner your Telephone number and Mobile number will be displayed.  To help us deal with your query quickly, please ensure that you enter your preferred contact number in the box provided.

Preferred Contact Number

You will be asked to provide information in order to log your request. If you type the keyword into the summary line, you will see we have some pre-sets setup, these will ask you certain questions in order to obtain the information we need.

Enter Issue Details

For example, if you type ‘printer’, you will see two options to choose from relating to issues with the hardware.

Issue Options Example 1

However, if you needed a printer installing or configuring, you would type in configuration or install as this is a request.

Issue Options Example 2

There are various pre-set solutions setup which you can select by typing the key word into the summary line.

Service Requests: request for new/change to existing (e.g. EMIS needs configuring on a PC that it has not been used on before)

The action you want to take on either the Software/Device/Infrastructure e.g. Software configuration, infrastructure install, disposal of device:

  • Install
  • Removal
  • Configuration
  • Disposal
  • Move
  • Restore
  • Upgrade
  • Account (in most cases, should be using a form)
  • Sostenuto Self Service Access

 Incidents: unplanned outage (e.g. it worked yesterday but is not working today)

  • Software issues e.g. errors when loading an application, application running slow – Clinical Software Issue/Desktop Software Issue
  • Hardware issues e.g. device will not power on, stuck on black screen
  • Clinical Hardware/Non-Clinical Hardware then the type of device e.g. Clinical Hardware Laptop/Non-Clinical Hardware, Printer
  • Examples of devices – laptop, desktop PC, printer, scanner, monitor, peripheral (keyboard/mouse)

To the right of the screen, you have the option of adding the details of another user, Log On Behalf Of, please only do this if you are logging the call on behalf of someone else. 

Begin by entering the Surname, if the user is already registered in the system you will be given a list of users to choose from. If the user is not registered please enter the full details for the user.

Log On Behalf Details

If you have any documents that you would like to add to the call, please click the Select button at the bottom of the form.  You will be presented with access to your files and folders, please navigate to the required document and click Open.

add Attachments

You will be able to see a list of documents attached to the call.

Added Attachments

Once you have entered all of the required details, click Submit.

The call will be logged instantly, and you will be given an Incident ID number, this will be shown at the top of the screen:

Call Logged Showing Incident Number

Your call will be triaged by the IT service desk team, they will assign a priority level to the call and allocate it to the appropriate team to resolve the issue. 

Click the Home button in the top left of the window to return to the Home page.

2. Making a new request

There are a number of requests that can be made via the portal, such as a new user account, folder access, equipment order, office move or Smartcard requests.  To complete a new request, click on the relevant button from the centre section of the screen.

Available Self Service Options

The form must be completed by the authorising manager or an approved requestor, any forms which are not completed in this way will be rejected as requiring authorisation.  Please ensure that you add as much information to the form as possible, any missing information may delay the processing of your request.

3. Tracking an existing call

All of your recent calls will be displayed in the My Active Calls area.

My Active Calls

Click any call to view the full call information, this includes any information added by yourself and the IT teams.

If you wish to provide an update on the call you can choose the Add Note option from the Actions link at the top of the screen, this information will be added to the call notes.

Add A Note To The Call

4. Checking on a resolved call

All of your Resolved calls will appear in the My Resolved Calls area, this can be used to look back over previous jobs you have logged or check on the resolution method and summary to resolve a specific call.

 My Resolved Calls

5. Announcements

Any relevant announcements that you will need to be aware of will be displayed in the bottom left corner of the screen.

Added Attachments

6. Useful Links

Scroll to the bottom of the screen to view the Useful Links section:

Useful Links

7. View All Calls

From the Home screen click the World icon from the ribbon at the top of the window and click the Incident Management icon to view a list of your calls. 

This will display a Summary View of all your calls:

Incident Management Icon
Summary View Of Support Calls

8. Further Information

The IT Service Desk team will contact you via email to let you know when your call has been resolved. The email will contain a link to our customer survey. We take all feedback very seriously and always use it to enhance our service going forward. Please remember to provide honest feedback at the end of each call. 

Additional Guidance

Please refer to the User & Video Guides or the Microsoft 365 page for on the MLCSU Academy for additional guidance.

Please contact the MLCSU IT Training Team if you need any further help.  Email: