THL Service Desk

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Network/VPN</li>\n <li>Procurement (hardware, licensing)</li>\n <li>Telephony (DDIs, VoIP &amp; mobiles)</li>\n <li>Cyber Security (suspicious emails, Incidents etc.)</li>\n</ul>\n<p><br class=\"atl-forced-newline\"> <img class=\"emoticon\" src=\"/servicedesk/customershim/images/icons/emoticons/lightbulb.png\" height=\"16\" width=\"16\" align=\"absmiddle\" alt=\"\" border=\"0\"> For all urgent issues (<b>P1/P2</b>) raise a ticket in Jira followed by call to local support number depending on your location.</p>\n<ul>\n <li><b>(AU/NZ):</b> +64 9 336 4277</li>\n <li><b>(USA):</b> +1 800-337-2149</li>\n <li><b>(CAN):</b> +1 403-290-6911</li>\n</ul>\n<p><img class=\"emoticon\" src=\"/servicedesk/customershim/images/icons/emoticons/lightbulb.png\" height=\"16\" width=\"16\" align=\"absmiddle\" alt=\"\" border=\"0\"> For all non-urgent issues (<b>P3/P4</b>) just raise a ticket and we will come back to you as soon as we can. <br class=\"atl-forced-newline\"> <br class=\"atl-forced-newline\"> <b>Note:</b> IT Support team may reach out to you via Comments section on the ticket or via other means like Teams, if further info or testing is required. Failing to respond within 5 business days may result in ticket being closed. If this happens users will have the ability to re-open the ticket within 1 month if the issue still exists. <br class=\"atl-forced-newline\"> <br class=\"atl-forced-newline\"> <b><ins>Priority definitions</ins></b></p>\n<p><b>P1:</b> Systems down, affecting whole or large portion of thl crew/guests/trade partners. <ins>Large financial impact to the business</ins>. No workaround exist.<br> <b>P2:</b> Interruption of business-critical services or loss of productivity, affecting multiple thl crew/guests/trade partners, for example an entire site/branch. <ins>Small financial impact to the business</ins>. Workaround in place.<br> <b>P3:</b> Interruption of non-critical business services affecting a single user.<br> <b>P4:</b> Daily tasks and planned activities that do not affect the business. <br class=\"atl-forced-newline\"> <br class=\"atl-forced-newline\"> <span class=\"image-wrap\" style=\"\"><img src=\"https://thl-intune-public.s3.ap-southeast-2.amazonaws.com/jira-images/Priority_Matrix_v2_zmo2bt.png\" width=\"600\" style=\"border: 0px solid black\"></span> <br class=\"atl-forced-newline\"> <br class=\"atl-forced-newline\"> <b><ins>Categories definitions</ins></b> <br class=\"atl-forced-newline\"> <br class=\"atl-forced-newline\"></p>\n<div class=\"panel\" style=\"background-color: #FFFFCE;border-width: 1px;\">\n <div class=\"panelContent\" style=\"background-color: #FFFFCE;\">\n <p><b>Service Request</b> - You want to request something new or different, such as access to a system, a hardware upgrade or some advice or assistance.</p>\n <p><b>Incident</b> - You have a problem with something that you already use, such as a system failure, a network outage or a hardware issue.</p>\n </div>\n</div>\n<p><br class=\"atl-forced-newline\"></p>","portalBaseUrl":"/servicedesk/customer/portal/37","reqTypes":[{"id":"326","name":"D365 User","descriptionHtml":"<p>Note only managers should be filling out this form for the employee. 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