How to Get IT Help and Lodge a Support Ticket
Video Demonstration
We strive to provide efficient and timely IT support to ensure smooth operations within our aged care homes. This guide outlines the best practices for lodging an IT Helpdesk ticket and when to seek IT assistance.
Step 1: Search the Knowledge Bank
Please search the IT Helpdesk knowledge base for a solution or procedure before contacting the IT department. Many common issues have already been documented with step-by-step solutions that can help you resolve your problem quickly.
Step 2: Check if your Query is in Scope for the IT Department
The IT Department is responsible for supporting and maintaining the technology infrastructure and systems used within our aged care homes. Common reasons you would need to contact the IT Helpdesk include:
- Password Resets or Account Lockouts: If you have forgotten your password or need it reset for any IT system.
- Broken or Damaged Equipment: For issues with computers, laptops, printers, scanners, or other IT equipment that are physically broken or damaged.
- Hardware Troubleshooting: Issues with IT equipment that are not functioning correctly (e.g., computer not turning on, printer not printing).
- Wi-Fi or Internet Connectivity: Problems connecting to the internet or Wi-Fi
- Support for the following Applications:
- Google Workspace (Email)
- Nurse Call Management System (NuCaMS)
- RingCentral (Phone System)
- Zoho (Productivity Suite)
- Verkada (CCTV and Access Control)
- Requests for Training: If you require training on specific software, systems, or IT procedures.
- Lost or Malfunctioning Yubikeys: For replacement or troubleshooting of your Yubikey.
- Reporting Security Incidents: If you suspect a security breach, phishing attempt, a virus, or any other cybersecurity concern.
When not to Contact the IT Helpdesk?
To ensure that your request is directed to the appropriate department and handled efficiently, please note the following:
- Maintenance Requests (Non-IT Related): For any facility maintenance requests (e.g., plumbing, electrical, building repairs), please lodge these through the Centrim App.
- New Hardware or Equipment Requests: All requests for new hardware or equipment must be lodged by a Facility Manager using the Hardware Manager app.
- Staff Onboarding, Offboarding, Change of Role, or Change of Facility: These requests must be directed to People and Culture. They will manage the request via the User Access Manager (UAM) app.
- System Access for Third Parties: Requests for system access for third parties need to be directed to the Facility Manager, who will process the request using the User Access Manager (UAM) app.
- Changes to a User's Access (RBAC Changes): Any requests relating to changes in a user's access levels (e.g., increased or decreased permissions) must be directed to the Facility Manager, who will process the request using the User Access Manager (UAM) app.
- In-Depth / Technical Queries for Specialist Software: For highly specific or in-depth technical queries relating to specialist software applications please contact the software provider:
Software | Support Web | Support Phone |
Attache | Not Available | |
Bestmed | support@bestmed.com.au | 02 8859 0283 |
Centrim | support@centrimlife.com.au | 1300 559 419 |
ELMO | TBC | |
Epicor | Log in to 'EpicCare' | 03 8625 1100 |
Mirus | support@mirusaustralia.com | 1300 738 145 |
PCS | support@personcentredsoftware.com.au | 1300 364 752 |
Important Note: The IT Department does not have any delegation to authorise spending or changes to a person's access. Therefore, any request that incurs an expense or changes to a person's access will be directed back to the facility for approval and processing through the correct channels as outlined above.
Step 3: Contact the IT Helpdesk
You can contact the Honestally IT Team using the following methods:
1800 IT ALLY OR 1800 482 559
Availability: We are available 9:00 am to 5:00 pm weekdays and will always try to answer outside of these hours.
Important: If we are unable to answer your call, please always leave a detailed message. This will automatically create a ticket on your behalf, ensuring your request is logged and addressed promptly.Related Articles
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