Calling IT Support

Ideally, we would like to leave calls for urgent matters. What can be defined as urgent? If you are unable to do anything at all. Laptop is not switching on for example, or a critical application is not working locally or via Citrix. There is no means of a work around or something is close to a critical deadline and cannot wait, call IT Support.

The aim is to leave the phone lines available for urgent matters and not for incidents or requests that do not require immediate attention or a work around is available.

For example, Outlook was not working, although it may be seen as an emergency, but work arounds are available. You can log a ticket with IT and one of the agents will get in touch as soon as possible. In the interim, you can use Citrix Outlook, the web version via Outlook.com, even the Outlook app on your mobile – this avoids any down time.

Calling IT Support and not individual members

In the case of an urgent matter, please ring IT Support and not individual members. Calling IT Support will ring the whole time simultaneously and whoever is available will answer your call. This will save you time going to each agent by agent and this will save us time by not duplicating work and tracing up missed calls.

(if you have an existing ticket with an agent, then by all means call them directly to discuss further. The above is for new requests)

How to add IT Support to speed dials on Teams

1. Click the CALLS tab in your Teams, and click the 3 dots next to Speed dial, then select Add a contact to this group

2. Search for IT Service Desk and then select it. And press Add.

3. You should see IT Service Desk as a quick contact. Just press the phone icon underneath the title and it will ring the whole time.

Other ways you can call for urgent matters.

• You can use the Teams app on your mobile to call
• You can use your web browser and navigate via teams.microsoft.com
• You can dial the number listed on your laptop sticker