Frequently Asked Questions

How do I contact the GSK Clinical Support Help Desk?
What information should I have ready when I call the Help Desk?
Should I use the Help Desk for all GSK Studies?
Why should I use the GSK Clinical Support Help Desk?
What is the GSK Clinical Support Help Desk’s availability?
How can I provide feedback?
How can I learn more?


How do I contact the GSK Clinical Support Help Desk?

You can e-mail or telephone the Help Desk.

What information should I have ready when I call the Help Desk?

So that we are able to deal with your call efficiently and effectively, please be ready to provide the following information when contacting the Clinical Support Help Desk:

  • Your name
  • Your e-mail address
  • Protocol Number (e.g., ABC123456)
  • Centre Number (6 digits)
  • Subject Number (CRF), if applicable
  • Brief description of your issue

Should I use the Help Desk for all GSK Studies?

Yes. However, if you are unsure, please contact your Study Monitor.

Why should I use the GSK Clinical Support Help Desk?

You will receive direct access to analysts specifically trained on GSK Clinical Support Help Desk supported clinical systems, plus:

  • Single point of contact for all your GSK clinical system support needs
  • The analysts have the ability to resolve most issues over the phone
  • Live support available 24/7

Note: Please refer all clinical or protocol-related issues to your GSK Monitor or Study Manager.

What is the GSK Clinical Support Help Desk’s availability?

Available 24 hours a day, 7 days a week!


Language Direct-Dial Number Hours of Availability
Flag of France Français +1-438-899-8202 Monday to Friday, 08:00–00:00 GMT
Flag of United Kingdom English +1-438-899-8201 24 hours per day, 7 days per week
Flag of Germany Deutsch +1-438-899-8203 Monday to Friday, 08:00–17:00 GMT
Flag of Italy Italiano +1-438-899-8204 Monday to Friday, 08:00–17:00 GMT
Flag of Brazil Português +1-438-899-8207 Monday to Friday, 08:00–00:00 GMT
Flag of Russia Русский +1-438-899-8208 Monday to Friday, 09:00–17:00 MST
Flag of Spain Español +1-438-899-8209 Monday to Friday, 08:00–00:00 GMT
Flag of Japan [Japanese] +1-438-899-8205 Monday to Friday, 09:00–17:00 JST
Flag of China [Mandarin] +1-438-899-8206 Monday to Friday, 08:00–16:00 CST

Note:
At all other hours the callers will be answered in English, but we can offer language support via a third-party translation service. 

How can I provide feedback?

Please either contact the Help Desk directly or contact your Study Monitor.

How can I learn more?

If you have any questions regarding this service, please contact your Study Monitor.