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THL Helpdesk

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THL Service Desk


For assistance with General IT requests

For requests related to:

  • User Accounts (create, modify, disable)
  • Hardware, Software, Printing, Network & VPN
  • Procurement (hardware, licensing)
  • Telephony (DDIs & mobiles)
  • Cyber Security (suspicious emails, etc.)


For all urgent issues (P1/P2) raise a ticket in Jira followed by a phone call to one of the below support numbers depending on your location.

  • (AU/NZ): +64 9 336 4277
  • (US): 800-337-2149

For all non-urgent issues (P3/P4) just raise a ticket and we will come back to you as soon as we can.

Note: IT Support team may reach out to you via Comments section on the ticket or via other means, such as Teams, if further info or testing is required. Failing to respond within 5 business days may result in the ticket being closed. If this happens users will have the ability to re-open the ticket within 1 month if the issue still exists. A new ticket will be required if the issue resurfaces after the 1-month period.

Priority definitions

P1: Systems down, affecting whole or large portion of thl crew/guests/trade partners. Large financial impact to the business. No workaround exist.
P2: Interruption of business-critical services or loss of productivity, affecting multiple thl crew/guests/trade partners, for example an entire site/branch. Small financial impact to the business. Workaround in place.
P3: Interruption of non-critical business services affecting a single user.
P4: Daily tasks and planned activities that do not affect the business.



Categories definitions

Service Request - You want to request something new or different, such as access to a system, a hardware upgrade, or some advice or assistance.

Incident - You have a problem with something that you already use, such as a system failure, a network outage, or a hardware issue.


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Need to raise a request? Contact us.