Wilson James IT Service Desk
As promised in my previous update, I am pleased to announce a new approach to our Wilson James IT support function: a relaunched IT service desk.
This system is personalised to you as a Wilson James IT user and allows you to raise service tickets, check the status of those tickets and generally interact with IT support with greater transparency.
You can still raise a ticket by submitting a message within the platform itself by using the “New Ticket” button on the website or by sending an email to email@example.com:
Additional benefits of this new platform include “Help Guides” to provide answers to frequently asked questions and to assist users through common service issues and requests. This library of resources will be continuously expanded to respond to the needs of you, our IT users. If you have any feedback on these guides, or suggestions for additional guides, please let us know.
To confirm, tickets for Timegate, SAP requests and Passtrack should also be logged on this platform. Please do ensure your appropriate colleagues or team members are informed.
For continuity, the current ITSupport@wilsonjames.co.uk inbox will remain active through the end of the year to allow for a smooth transition. It will no longer accept tickets as of January 2020, at which point you will need to use the new address of firstname.lastname@example.org.
To log into the platform you will need to use the following username structure: ‘username@wilson’ e.g. ‘desmith@wilson’ with your normal network password.
We hope this new platform enables greater transparency on IT support requests, simplifies administrative process and improves your overall user experience. As always, we hope you will provide feedback to us so we can continuously improve this new resource and make it as responsive to your needs as possible. Please direct any comments or initial queries to email@example.com.