Service desk and support

How to raise support calls, suggest improvements and find answers to questions you may have about HEE funded systems and content.

If you are KLS staff, use the Service Desk portal.

Library staff are asked to register as Service Desk users, and to refer to the self-help resources on the Service Desk portal before logging queries.

The Service Desk can be used to raise enquiries, report incidents, and make enhancement requests.

End-users should email [email protected].


HEE set up the NHS Knowledge and Library Hub Service Desk in October 2021.

The Service Desk offers support for library staff users and end-users of the library systems and resources funded by HEE.  These include:

  • Knowledge Hub software provided by EBSCO and Third Iron
  • National Core Content resources
  • RefWorks reference management software

Library staff should continue to use the NICE service desk for queries relating to HDAS, NICE Evidence Search, the Cochrane Library and Clinical Knowledge Summaries. 

For OpenAthens queries, library staff should continue to contact their regional administrator or NICE, and end-users should continue to contact their local administrator.

Page last reviewed: 1 November 2021