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Article number: 1654Updated on: 20-05-2021

Accessing and using the IT Service Desk: Self-Service Portal

First time usage:

All MLCSU users are already enrolled in the IT Service Desk: Self-Service Portal (also known as Sostenuto).

Full details are in the User Guide download below, in summary:

  1. click the “Forgotten Your Login Details?” link on the log-in screen at (case sensitive).
  2. on the next web-page, “Having trouble logging in?”, enter your net email address in the “Account Name” field and click the Continue button
  3. you will be sent an email, click on the password reset link in this message.

Why the Self Service Portal is better than using the phone or email:

Staff on the Service Desk may not be able to answer your call straight away. Experience has shown it often takes several email exchanges to obtain the necessary information to start to tackle an incident or request.

Therefore it is quicker and easier for yourself and the Service Desk staff. It also frees up capacity for our colleagues to deal with urgent/critical issues.

If your issue is urgent/critical please do use the telephone.

How to use the IT Service Desk: Self Service Portal:

View a video on how to use Sostenuto Self service.


We have produced a short User Guide, the links are below. The only difference between the versions is the telephone number to call if you run into difficulties.