News and Notices

How to get IT help when you need it

From 1 August 2021

Non-Urgent Issues: IT Self-Service Portal

​The Self-Service Portal is the primary method for logging new Service Requests and non-urgent Incidents and is accessible 24/7.


Urgent Issues: Telephone

During office hours

Arden & GEM’s IT Service Desk hours

Monday to Friday:  7.00am to 8.00pm (excluding public holidays)

Saturday:  8.00am – 1.00pm

Contact:  0300 123 1020

Out of hours - high priority issues

If you are dealing with a severe incident which affects several staff or a major system (and one that Arden & GEM supports) during the out of hours period, you should contact 0300 123 1020 and you will be re-directed to the on-call service

Examples of a high priority issue would include:

  • Network failure resulting in multiple staff being unable to log in or access systems, which requires immediate response (where power is on in the building)
  • Major virus/malware that is affecting devices making them unusable, requires an immediate response to prevent widespread infection
  • Major clinical system down affecting multiple staff
  • An individual requires access to their account to prevent clinical risk in the management of patients


Resetting your Computer Password or unlocking your Network account at any time

Please note:  You will need to be logged in to VPN for the links below to work. 

Once you have set up an account on the online portal you can reset your computer password or unlock your network account  yourself at any time of the day or night, every day of the week. 

How to create an account

It’s simple to do (and set your security questions) but you must be logged in to VPN or on site when you register.  This short video guides you through the process.   And, the user guide (you will need an account to read it) highlights what other help is available through the online portal.