Getting help (for staff)

You can reach IT in whichever way suits you. Every request gets a ticket number, and you are told about each update in the same place you asked.

Ask for help#

In Microsoft Teams#

1. Open the VectorDesk app in Teams (your IT team installs it for everyone).
2. Choose Raise a ticket, or describe the problem in your own words.
3. Answer any follow-up questions. VectorDesk fills in the category and details for you.

When IT replies, the answer arrives in the same chat. You can reply, rate the fix or say it is Not fixed from the card.

By email#

Write to your IT helpdesk address (for example helpdesk@yourcompany.com). Your email becomes a ticket, and replies come back by email. Reply to those emails to add information.

In the help centre#

1. Open the help centre and sign in with your work account.
2. Choose Raise a ticket and pick what it is about.
3. As you describe the problem, matching help articles appear beside the form. If one solves it, choose This solved it; if not, carry on and submit the ticket.

By phone or in person#

Call or visit the IT desk. The technician logs your request so you can follow it like any other.

Follow your requests#

• In the help centre, My tickets lists everything you raised, its status and the latest reply.
• In Teams, My tickets shows the same list.
• When IT asks you a question, the ticket waits for your answer and the service-level clock pauses.

When a ticket is resolved, you are asked how it went. Your rating helps the IT team improve.

Find answers yourself#

Help articles in the help centre answer common questions, such as resetting your password, setting up MFA on a new phone or connecting to the VPN. Browse by area (for example Network & remote access) or by vendor (for example Microsoft), or search in your own words.

Service status shows known problems and planned maintenance. If something big is down, check it first; you can say I'm affected too without raising a ticket.

Courses#

If your organisation uses Adoption & Learning, My learning shows the courses assigned to you, their deadlines and your progress. Work through each module, answer Did this step work? as you go, and receive a certificate when you finish.