Service desk and support

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

If you are knowledge and library services (KLS) staff, please 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, including the Known Issues and Enhancements page.

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

There are a number of service request forms that you can use to request changes to your Hub, or access to various resources.

They indicate the information that we need for each type of request, so are the most efficient way of making your requests.

You can also raise tickets with the service desk by emailing [email protected].

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

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

It can also be used for OpenAthens queries – the national and regional administrators all use the helpdesk to answer enquiries, and many end-user queries are directed to the service desk. 

End users should continue to contact their local administrator first.

Library staff should continue to use the NICE service desk for queries about the Cochrane Library and Clinical Knowledge Summaries.