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Headline
Welcoming you to the new ICT Customer Portal
Date
Mon, 21 Feb 2022
Description

The new ICT Customer Portal has gone live today (Tuesday, 1 March), replacing the current online IT Service Desk.

The new portal will support the council's continuing digital ambitions by improving and simplifying self-service from any internet connection for staff.

It will also bring a number of exciting and improved features, some of which will be covered in more detail on the intranet news page in the coming weeks.

Some new features include:

  • a new look platform to log a ticket to report an ICT Fault, request access to ICT Services or to place an order, replacing Faults and Requests in the current system
  • a clearer view of the progress of ICT Tickets, with a new stage view (see image below)

ICT Portal Ticket image

  • a comprehensive 'How do I?' guidance section for staff to search a range of frequently asked questions relating to various ICT queries
  • improvements to the way you manage your ICT assets
  • the ability to check on the availability status of systems such as email, iTrent, Masterpiece, etc. to see if the services are running as expected (see below)

Service status page image

  • up-to-date news and articles on ICT matters.

Staff will be able to access and use the Portal via any internet connection, as previously they could only do so via logging onto the council's network.

This can be particularly useful to agile staff, out working in the field, who experience IT issues as they can access self-help or log a Ticket from any device, such as a laptop, mobile or tablet, with an internet connection.

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Some staff have already used the new portal and have had this to say.

Joanne Brady, programme manager (My Account), said: "I found the new ICT portal very intuitive - the use of tiles and icons makes it easy to navigate around the portal.

"As someone who both logs and approves requests, I found the processes have been simplified and the tracking of requests is much clearer than the current system."

James Ashby-Kelly, senior legal officer, said: "I find that the new system has a modern and clean look. I was involved with testing it and was very impressed with how easy it was to use."

Tasmin Harney, ICT technical analyst, said: "The new ICT service desk has a modern user interface which makes it much easier to see the tickets assigned to each team member.

"I particularly like the ease at which a user is able to see all updates or comments on a ticket, helping to keep everyone informed of the status of a particular query.

"All the new features will really help us as a team with the development of iTrent."

The first phase of the portal's rollout is scheduled for early March, delivering a like-for-like replacement of the previous online IT Service Desk. Managers, budget holders and network drive owners will be able to continue to manage the approval processes for which they are responsible with increased efficiency and accessibility.

The new ICT Customer Portal is accessible to staff through the self-serve section, called Popular Tools, on the intranet home page.  

It is also accessible on any mobile device by entering https://eryc.haloitsm.com/portal/home into the internet browser. 

Check out the intranet news page in the upcoming weeks for detailed portal features to look out for and forward to!

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