Office and IT Request Process

From:              IT Department
To:                  Abramson Labor Group
Re:                  Office and IT Request Process
Date:               May 8, 2023
 _____________________________________________________________________________

Attention Team:

In order to ensure the prompt resolution of all IT-related inquiries, we have implemented a ticketing system. This system alerts the IT team to triage and document all IT and Office requests while providing monitoring capabilities for the individual who initiated the request.

ALG Request System:

We set up a Support Portal which includes a ticket form for IT and Office requests, as well as a library of articles covering frequently asked questions and internal procedures. These articles will be continuously updated and expanded upon as needed. IT or Office requests will only be fulfilled if they are made through the support portal via ticket submission. Requests made directly to IT or Office staff will not be addressed. 

Submitting an IT Request:

You can access the ticketing system by clicking on the “Office & IT Support Form” on your IntelliHR dashboard. 

In order to submit your IT request, click on “Submit a Ticket”. Once you make a request, the system will send you an automated email to confirm receipt of your ticket. To provide additional information or check on the status of your request, you can simply reply to that email and your message will be appended to the ticket. Notifications from the ticket system will be sent from support@alg-requests.freshdesk.com.

You don't need to contact an individual directly to check on your request. Our ticketing system channels all requests to the relevant person, so you can follow up through the ticket and receive updates from the system.

Not Receiving Notifications:

If you do not receive any updates after submitting a ticket, please check your junk mail folder and mark the sender as "not junk" to ensure that you receive future communications. To mark an email as "not junk" in Outlook, start by navigating to the Junk Email folder in your mailbox. 

Find the email you want to mark as "not junk," then either right-click on it and select "Mark as Not Junk," or click the "It’s not junk" button in the top toolbar. If prompted, select "Add sender to Safe Senders list" to ensure that future emails from that sender will not be marked as junk. The email will then be moved to your Inbox.

Filling out the IT Request Form:

The ticket form consists of mandatory fields to assist us in directing the issue to the relevant party. To expedite the resolution of your request, we kindly request you to provide a comprehensive description. This will enable the IT team to resolve your concerns efficiently and quickly. 

Sample Requests:

Here are some sample requests for your reference. 

Submitting a request to purchase equipment:

When submitting a request, please provide as many details as possible. If you have a specific product in mind, please include its exact name or provide a link to the product. If you don't have a particular product in mind, please describe the features that you require so we can recommend the appropriate item. For instance, you may write something like "I need a new headset with a USB port for connection.

Submitting an IT issue:

To help us address your IT support request, please include as many details as possible. When submitting a request, please provide the following information:

• The system that is affected
• The action that you are trying to perform
• Any error messages that you have received
• Any screenshots of error messages that you can provide

For instance, you might write something like this: "I am trying to access my emails through Outlook, but I'm unable to log in. When I enter my password, I receive an error message indicating that it's incorrect and advising me to contact my system administrator. Please find attached a screenshot of the error message."

Submitting a request for a workstation setup:

When submitting a request for a workstation setup, please provide us with as many details as possible. Please include the following information:

• Name of the employee
• Department of the employee
• Name of the employee's manager
• List of required equipment
• Date by which the setup needs to be completed
• Exact location of the desk

For example, you may provide the following details: 

"Employee: Jane Doe 

Department: Workers Compensation 

Manager: John Doe 

Equipment: Desk, monitor, keyboard, mouse, and chair. 

Completion Date: May 15th 

Location: Suite 140, Mail Room"

Please utilize the request form to report all IT problems or requests. Requests will only be fulfilled if they are initiated through the ticketing system.

If there are any questions, feedback or concerns about the process or system, please reach out directly to Ben Rosenfeld at Ben@abramsonlabor.com