IT Support
Quick Help
Section titled “Quick Help”Before submitting a ticket, try these quick fixes:
Common Issues
Section titled “Common Issues”| Issue | Quick Fix |
|---|---|
| Can’t connect to WiFi | Restart device, forget and rejoin network |
| App won’t open | Force quit and restart the application |
| Slow computer | Restart your device, close unused applications |
| VPN won’t connect | Check internet connection, update VPN client |
| Email not syncing | Check internet, sign out and back in |
Getting Support
Section titled “Getting Support”IT Support Portal
Section titled “IT Support Portal”Access the support portal at: support.opticworks.com
Features:
- Submit and track tickets
- Access knowledge base
- View system status
- Download approved software
- Request hardware
Support Channels
Section titled “Support Channels”Submit a Ticket (Recommended)
Section titled “Submit a Ticket (Recommended)”- Visit the IT Support Portal
- Click “Create Ticket”
- Fill out the form with details
- Attach screenshots if helpful
- Track status and updates
Slack Support
Section titled “Slack Support”- Post in #it-support channel
- Quick questions and guidance
- Not for urgent issues
- Response time: Best effort
Email Support
Section titled “Email Support”- Email: it-support@opticworks.com
- Include detailed description
- Attach relevant screenshots
- Response within 24 hours
Phone Support (Urgent Issues)
Section titled “Phone Support (Urgent Issues)”- Phone: (555) 123-4567
- Available 24/7 for emergencies
- Emergency: System outages, security incidents
- Non-emergency: 9am-6pm EST weekdays
Walk-Up Support
Section titled “Walk-Up Support”Office locations only
| Location | Hours | Room |
|---|---|---|
| San Francisco HQ | Mon-Fri 9am-5pm | Floor 3, IT Desk |
| New York Office | Mon-Fri 10am-4pm | Floor 2, Room 201 |
| Austin Office | Mon-Fri 9am-5pm | Building B, IT Zone |
Support Priorities
Section titled “Support Priorities”Priority Levels
Section titled “Priority Levels”P1 - Critical (Response: 30 minutes)
Section titled “P1 - Critical (Response: 30 minutes)”- Complete system outage
- Security breach
- Data loss
- Multiple users affected
- Business-critical system down
P2 - High (Response: 4 hours)
Section titled “P2 - High (Response: 4 hours)”- Individual system down
- Performance significantly degraded
- Unable to complete work
- Software not functioning
P3 - Medium (Response: 24 hours)
Section titled “P3 - Medium (Response: 24 hours)”- Minor functionality issues
- Workaround available
- Non-critical features affected
- Enhancement requests
P4 - Low (Response: 48 hours)
Section titled “P4 - Low (Response: 48 hours)”- Questions and how-to
- Feature requests
- Nice-to-have improvements
- General inquiries
Service Catalog
Section titled “Service Catalog”Hardware Requests
Section titled “Hardware Requests”New Equipment
Section titled “New Equipment”- Laptops: MacBook Pro, Dell XPS, ThinkPad
- Monitors: Up to 2 external monitors
- Peripherals: Keyboard, mouse, webcam, headset
- Mobile: iPhone or Android device (if role requires)
How to request:
- Submit ticket in IT portal
- Manager approval required
- Allow 1 week for standard items
- Special orders may take 2-3 weeks
Hardware Repairs
Section titled “Hardware Repairs”- Submit ticket with issue description
- Backup data before sending for repair
- Loaner equipment available while device is repaired
- Most repairs completed within 5 business days
Software Requests
Section titled “Software Requests”Standard Software
Section titled “Standard Software”Pre-approved and available for self-service:
- VS Code
- Slack
- Zoom
- Google Workspace
- 1Password
- Docker
Licensed Software
Section titled “Licensed Software”Requires approval:
- JetBrains IDEs
- Adobe Creative Suite
- Microsoft Office
- Specialized development tools
How to request:
- Submit ticket with business justification
- Manager approval required
- License assigned within 2 business days
Access Requests
Section titled “Access Requests”System Access
Section titled “System Access”- VPN access
- GitHub organization
- AWS/Cloud platforms
- Internal applications
- Database access (with approval)
How to request:
- Submit access request ticket
- Specify system and access level needed
- Manager approval required
- Access granted within 24 hours
Shared Drives
Section titled “Shared Drives”- Google Drive folders
- Department shares
- Project spaces
Account Issues
Section titled “Account Issues”Password Resets
Section titled “Password Resets”- Use self-service password reset
- Available in IT portal
- Contact support if locked out
- Keep 1Password master password secure
Account Lockouts
Section titled “Account Lockouts”- Contact IT immediately
- May indicate security issue
- Verify identity before unlock
- Review recent login activity
Remote Support
Section titled “Remote Support”Screen Sharing
Section titled “Screen Sharing”For complex issues, IT may request remote access:
Tools we use:
- Zoom screen sharing
- TeamViewer
- Built-in OS remote tools
Before session:
- Close sensitive documents
- Save your work
- Have ticket number ready
- Be available to assist
Preparing for Remote Support
Section titled “Preparing for Remote Support”- Ensure stable internet connection
- Update any relevant ticket with details
- Document steps to reproduce issue
- Note any error messages
- List any recent changes
Self-Service Resources
Section titled “Self-Service Resources”Knowledge Base
Section titled “Knowledge Base”Search the knowledge base for:
- How-to guides
- Troubleshooting articles
- Video tutorials
- FAQs
- Best practices
Access: kb.opticworks.com
Training Resources
Section titled “Training Resources”- New user guides
- Software tutorials
- Security best practices
- Video walkthroughs
- Lunch & learn sessions
Service Level Agreements (SLA)
Section titled “Service Level Agreements (SLA)”Response Times
Section titled “Response Times”| Priority | Initial Response | Resolution Target |
|---|---|---|
| P1 - Critical | 30 minutes | 4 hours |
| P2 - High | 4 hours | 24 hours |
| P3 - Medium | 24 hours | 5 business days |
| P4 - Low | 48 hours | 10 business days |
Resolution vs. Workaround
Section titled “Resolution vs. Workaround”- Resolution: Issue completely fixed
- Workaround: Temporary solution while working on permanent fix
- Escalation: Complex issues may be escalated to specialized teams
Maintenance Windows
Section titled “Maintenance Windows”Scheduled Maintenance
Section titled “Scheduled Maintenance”- When: Sundays 2am-6am EST
- Notification: Announced 1 week in advance
- Communication: Email and #announcements
- Status page: status.opticworks.com
Emergency Maintenance
Section titled “Emergency Maintenance”- Announced as soon as possible
- Only for critical security or stability issues
- Updates posted to status page
- Communication via email and Slack
IT Team
Section titled “IT Team”Team Structure
Section titled “Team Structure”Service Desk
Section titled “Service Desk”- First point of contact
- Handles common issues
- Escalates complex issues
- Available 24/7
Systems Team
Section titled “Systems Team”- Server and infrastructure
- Cloud platforms
- Network management
- Performance optimization
Security Team
Section titled “Security Team”- Security incidents
- Access management
- Compliance
- Security tools
Development Support
Section titled “Development Support”- Developer tools
- CI/CD pipelines
- Development environments
- API integrations
Feedback
Section titled “Feedback”We value your feedback on IT services!
How to Provide Feedback
Section titled “How to Provide Feedback”- Complete satisfaction surveys after ticket closure
- Post in #it-support with suggestions
- Monthly IT office hours
- Annual IT survey
Continuous Improvement
Section titled “Continuous Improvement”Your feedback helps us:
- Improve response times
- Enhance services
- Update documentation
- Plan new tools and services
Emergency Contacts
Section titled “Emergency Contacts”Critical Issues
Section titled “Critical Issues”- IT Hotline: (555) 123-4567 (24/7)
- Security Incidents: security@opticworks.com
- After Hours Support: Use IT hotline
Management Escalation
Section titled “Management Escalation”If you’re not getting adequate support:
- Ask to speak with IT supervisor
- Contact your manager
- Email it-director@opticworks.com
Tips for Better Support
Section titled “Tips for Better Support”When Submitting Tickets
Section titled “When Submitting Tickets”- Use descriptive subject lines
- Include detailed description
- List steps to reproduce
- Attach screenshots or logs
- Note any error messages
- Specify priority and business impact
- Include your contact information
What Makes a Good Ticket
Section titled “What Makes a Good Ticket”Good Example:
Subject: Cannot access customer database - receiving “Connection timeout” error
Description: When I try to access the customer database at customers.opticworks.internal, I receive a “Connection timeout” error after approximately 30 seconds. This started at 9am today. I’ve tried restarting my browser and VPN. I need access to complete Q4 reports by EOD.
Impact: Cannot complete Q4 customer reports Priority: High (P2)
Poor Example:
Subject: Database broken
Description: Doesn’t work
Remember: The more detail you provide, the faster we can help!