HMH Maestro

IT Alerts

New Epic Service Desk Coming May 13

All LocationsAll Specialties

Beginning Wednesday, May 13, Hackensack Meridian Health’s IT Field Services and Help Desk will have some changes.

One of the key changes coming May 13 is the implementation of a  new 24/7 Epic Service Desk staffed with qualified Epic specialists to address basic assistance needs for our Epic users.

To prepare for the transition, below is an overview of the changes:

Key Changes 

Epic Service Desk: Accessible from the same number as the IT Service Desk, this new 24/7 service will assist clinicians with the majority of basic requests (password resets, access issues, how-to questions and Citrix issues) pertaining to Epic. In addition to offering more directed services to our clinicians, the Epic Service Desk will allow the HMH Epic/Clinical Application team to focus on delivering new Epic features and functionality for the network.

LogMeIn: This tool will allow IT Service Desk and Epic Service Desk agents to connect remotely to your device with your permission. Available within and outside the HMH network, this tool will enable NTT DATA to move quickly to identify the issue and resolution without having to engage Field Services. Please click here for an instructional guide.

 Live Chat: This new option, which will allow users to engage in a live typed message chat with an IT Service Desk agent to get support for most technical needs, will be available here. This feature will save time spent calling or logging a ticket with the IT Service Desk. Note: Live Chat will not support Epic or clinical application questions/issues. Please click here for an instructional guide on accessing and using Live Chat. 

 OneLogin Password Reset Tool: Clinicians will be able to reset network passwords at any time through an online portal and/or mobile application without needing to contact the Service Desks, expediting the password reset process. As stated above, Epic password resets will be managed through the Epic Service Desk. Please click here for an instructional guide on accessing and using this tool. 

Remain the same

Contacting the IT Service Desk: Clinicians will call the same phone number(s) used today and log tickets using the current Footprints self-service portal. For a listing of those phone numbers and information on how to access Footprints,please click here.

Who is Providing Field Service: Many current Field Service technicians will be joining NTT DATA as of May 13, ensuring continuity and institutional knowledge. Some locations will notice additional Field Services team members.

For more information

Click here for FAQs that will answer many questions and more details related to this transition. If you have any additional questions, please contact Nate Weinstein, Manager, Clinical Systems, Inpatient.