A single point of contact for every staff IT request
Without a helpdesk, IT requests land on whichever employee seems most technical. Their own work stops, issues are only partly resolved, and nothing is tracked.
What we configure, and what it prevents
| What we configure | What it prevents |
|---|---|
| One support channel for staff: support@itip.ca | Requests lost in text messages and hallway conversations. |
| Remote sessions for quick fixes | Waiting for a visit over a minor issue. |
| On-site visits when hands-on work is needed | Hardware faults lingering with no one on site to fix them. |
| Onboarding with accounts ready on day one | New hires waiting for email and access. |
| Offboarding that closes every account | Former staff still able to sign in to email and files. |
| A record of every request | The same issue diagnosed from scratch each time. |
What’s included
- Support channels: phone, or email to support@itip.ca
- Remote support: sessions to diagnose and resolve issues
- On-site support: visits in the Ottawa area when needed
- Onboarding: accounts, email, computer and access
- Offboarding: accounts closed and files handed over
- Tracking: every request recorded until it’s resolved
How it’s delivered
- Staff call us or email support@itip.ca with the issue.
- We connect in a remote session to diagnose and resolve it.
- If it needs hands-on work, we schedule a visit.
- We document the fix, so the same issue is faster to resolve, or prevent, next time.
Frequently asked questions
- How do staff reach the helpdesk?
- By phone, or by email to support@itip.ca. Support is available 24/7, holidays and sick days included.
- Can you support software you didn’t set up?
- Usually, yes. For specialized software, such as an EMR or an accounting package, we work alongside the vendor’s support: they handle the application, and we handle the computer and network it runs on.
- What happens when someone leaves?
- We close or hand over their accounts, change any shared passwords they knew, transfer their files to the right person and prepare their computer for reuse. Give us the date, and we plan it.
- Can you come on site?
- Yes. We visit offices in the Ottawa area when an issue needs hands-on work. The monthly plan includes a set number of visits, with extra visits billed separately, or you can pay per visit.
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