The following support is available to Local Administrators using the NHSmail Windows 365 service and includes types of incidents and service requests to raise with the Live Service team.
All tickets raised via the Helpdesk Self-Service will be assigned to the Live Service team, who are responsible to assist and help.
To note, any level 2 incidents, defined as any technical issues which organisations cannot resolve themselves after referring to the Operations Guide and/or using their RBAC permissions, should be raised by the LA as an incident via the Windows 365 incident form available at Helpdesk Self-Service.
Incidents
NHS organisation’s LA/PLA can contact the NHSmail Helpdesk regarding any incidents below:
- Windows 365 License Onboarding Issue
- Windows 365 License Assignment Issue
- Application Deployments Issue on Windows 365
- Windows 365 Cloud PC Connectivity
- Windows 365 Cloud PC Availability
- Windows 365 Security Configuration Issue
- Provisioning of a Cloud PC Issue
- M365, Teams or OneDrive issues for a Cloud PC
- Windows 365 Cloud PC Performance
- Other
Service Requests
The following tickets can be submitted to the Live Service team for support:
- Organisation Onboarding
- Organisation Offboarding
- Other
How to raise an incident/request for support?
This section outlines the steps to take when raising an incident or service request with the Live Service team.
- Navigate and log into the Helpdesk Self-Service.
- Select ‘Raise an Incident’ or ‘Raise a Service Request’ depending on which type of support you require.
- Enter the required details into the form and submit. Once the request has gone through, you will receive an email confirming your ticket has been logged.
Live Service Process
Please find the support model for incidents and service requests:
The below table provides information on the terminology used in the above figure:
| Identity | Description |
| User | A user is the person who reports incidents to the NHS organisation’s helpdesk. |
| NHS Org’s LA/PLA | L1 or L2 team of the organisation who will review cases raised by the end user. |
| NHSmail Helpdesk | The issues raised by the NHS org’s LA/PLA will come through the NHSmail Helpdesk/HSS Forms. |
| NHSmail Intune Live Service Team | The issues are classified as L2 and will be routed to this team. |
More Information on Windows 365
Visit the Windows 365 NHSmail Knowledge Base.
| Last Reviewed Date | 26/07/2024 |
