Hello all,
We hope that you are doing well and just wanted to take this opportunity to remind everyone about the proper protocols for requesting assistance from the I.T. Support Team. These protocols apply to all SterlingRisk employees regarding any issues or questions related to Hardware, Software, Telephones, or other I.T. related items. They help to ensure that we can respond to everyone’s requests in as timely and effective a manner as possible, and we appreciate your continued cooperation in this effort:
- All I.T. related requests/inquiries should be submitted via a Help Desk Request through our online Web Help Desk ticketing system ( URL: https://helpdesk.sterlingrisk.com ). Since the Web Help Desk system is accessible from any location that has Internet access ( including on smart phones and other handheld devices ), this applies even when working remotely or having trouble connecting from outside the office. If your request is Urgent, then please just mark it as such. If you feel you need to clarify the Urgency beyond what you have entered in the ticket, then please just call the Help Desk line at 516-719-8747 and include any additional information that you feel is necessary.
- When submitting your request, please be as DETAILED AS POSSIBLE in the description of the problem that you are having (including specific workflows, error messages and screenshots if appropriate). The more information that is provided in the ticket, the more quickly a resolution can be provided.
- In the rare circumstance when the Web Help Desk may not be accessible to you for some reason (such as a problem with your computer not turning on, your account being locked out, or you have no access to the Internet), then you should call the Help Desk voicemail at 516-719-8747 and leave a detailed message about your issue.
- Please try to refrain from sending emails to or leaving voicemails for I.T. staff members directly, unless it is a follow up to an open issue, and/or they have asked you to do so. This will prevent any unnecessary delays should that particular member be working on another issue or be otherwise unavailable (ie: In a meeting, out to lunch, etc). When requests are submitted through the online ticketing system, ALL I.T. members are notified about the issue immediately, which ensures you will get the fastest response possible.
The Help Desk ticketing system is the most efficient way for you to report your issue, and will ensure the fastest response to your question/problem. With some of the recent modifications that have been made (including accessibility from outside the office, logins/passwords now matching network credentials, and approvals available via smart phones), it is now easier than ever to submit a request. Most requests can be submitted in under a minute or so, and even complex requests involving detailed notes and screen shots should only take a couple of minutes at most to submit (certainly no more time then calling and leaving a voicemail or even sending an email, neither of which captures much of the relevant information that is needed to work on many requests).
In addition to requesting assistance, you can also use the FAQ section of the Help Desk to find solutions to common problems/questions (such as downloading instructions for things like connecting via Remote Desktop ( FAQ#6 ), or information on using the Postini Message Center ( FAQ#1 ). It’s also now used for Corporate Services requests, and could potentially expand to more areas in the future.
In any case, as always we appreciate the CARE & RESPECT that everyone shows in continuing to follow the above guidelines. This allows us to continue to serve you with the EXCELLENCE and INTEGRITY that you deserve, as well as to provide you with even more INNOVATIVE products and solutions. We look forward to the ongoing COLLABORATION of efforts to keep SterlingRisk a great place to work.
Thanks as always,
SterlingRisk I.T. Dept.
x8747
