IT Support

Welcome to the IT Support Handbook! This guide outlines the steps employees should follow to get technical assistance within our company. Our goal is to provide efficient and effective support to keep you productive.

1. Identify the Issue

Before contacting IT support, clearly identify the problem you are experiencing. This will help our team resolve your issue more quickly.

  • What is the problem? (e.g., “My computer won’t turn on,” “I can’t access my email,” “The printer isn’t working.”)
  • When did it start?
  • Are there any error messages? If so, please note them down or take a screenshot.
  • Have you tried any troubleshooting steps yourself? (e.g., restarting your computer, checking network cables).

2. Initial Troubleshooting Steps

Many common issues can be resolved with simple troubleshooting. Please attempt the following before reaching out to IT support:

  • Restart your device: This often fixes minor software glitches.
  • Check connections: Ensure all cables (power, network, monitor) are securely plugged in.
  • Verify internet connection: If you’re experiencing network issues, check if other devices can connect or if you can access other websites.
  • Clear browser cache and cookies: For website-related problems.
  • Check for recent updates: Sometimes, a new update can cause temporary issues.

3. How to Request IT Support

If the issue persists after initial troubleshooting, please use one of the following methods to request support:

For non-urgent issues, submitting a support ticket is the most efficient way to get assistance. This ensures your request is tracked and assigned to the appropriate technician.

  • Access the IT Support Portal: You can find the portal link on the company intranet or by clicking FileIT Support Portal Link.
  • Log in: Use your company credentials to log in.
  • Fill out the form: Provide a detailed description of your issue, including the information gathered in Step 1. The more information you provide, the faster we can assist you.
  • Attach screenshots/files: If you have error messages or relevant files, please attach them to the ticket.
  • Submit: Once submitted, you will receive a confirmation email with your ticket number.

Option B: Contact the IT Help Desk (For Urgent Issues Only)

For urgent issues that are significantly impacting your ability to work (e.g., complete system failure, critical application down), please contact the IT Help Desk directly.

  • Phone: Call the IT Help Desk at Person extension Person during business hours (Date to Date).
  • In-Person: Visit the IT Help Desk located at Place.

Please note: Non-urgent issues reported through the Help Desk may be redirected to the ticketing system.

4. What to Expect After Requesting Support

Once you’ve submitted a ticket or contacted the Help Desk, here’s what happens next:

  • Acknowledgement: You will receive an acknowledgement that your request has been received.
  • Assignment: Your issue will be assigned to an IT support technician.
  • Investigation: The technician will investigate your issue, which may involve remote access to your device or a visit to your workstation.
  • Resolution: The technician will work to resolve the issue and will communicate updates to you.
  • Closure: Once the issue is resolved, the ticket will be closed. You may receive a survey to provide feedback on your support experience.

5. Follow-Up and Communication

  • Check ticket status: You can check the status of your submitted ticket through the IT Support Portal.
  • Respond to requests: If an IT technician asks for additional information, please respond promptly to avoid delays.
  • Be available: Be prepared for a technician to contact you or visit your workspace.

6. Common IT Services and Resources

Here are some common services and resources provided by the IT department:

  • Password Resets: If you forget your password, you can reset it through the FilePassword Reset Portal or by contacting the Help Desk.
  • Software Installation Requests: To request new software, please submit a ticket through the IT Support Portal.
  • Hardware Requests: For new or replacement hardware, submit a ticket through the IT Support Portal.
  • Network Connectivity Issues: Contact IT support if you are experiencing problems connecting to the company network.
  • Email Configuration: For issues with email setup or access, please reach out to IT support.

Thank you for your cooperation in following these guidelines. Your adherence to these steps helps us provide the best possible IT support experience for everyone.

For any questions about this handbook, please contact Person at Person or refer to the IT team on Calendar event..

How to Open a Ticket