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User Guides: IT Essentials and Basics

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The Basics: General information and the IT team and Process/Procedure 5

• Colleague WI-FI Password
• Service Desk Escalation Path
• Incident and Service Request SLA Definitions
• Service Desk: How to get in touch
• Using Fresh: The Easy Way to Get IT Help

New Starters, Leavers, Job Title Changes and Internal Movers 2

• New Starter – IT Checklist and Okta Enrolment
• Return of Leavers IT Equipment

Password and VPN Resources 6

• Password Reset Guide
• New Mobile Phone and Okta Verify Set up
• Okta - Self Service: Your Guide to Easy Access
• Okta Verify: Changing Your Security Question
• Okta Verify/VPN: FAQ’s and Troubleshooting

See all 6 articles

Hardware Resources 1

• Dual Monitors - A guide for using in-office desk monitors

Service Catalogue 3

• KMS Knowledge Base - Who to Contact
• Ciphr – Who to Contact
• Mylo - Who to Contact

IT Essentials 5

• Access Shared Folders: How to map a network drive
• Microsoft Authenticator – What It Is and How to Set It Up
• Company Portal: You’re in-Work App Store
• Windows Hello for Business - Sign in Without a Password
• Windows 11 Essentials: Your Quick Start Guide

Common Laptop Issues – Help & Fixes 1

• Camera – A guide to resolving commonly occurring issues

Accessibility Resources: Supporting Diverse Needs 0

User Guides: Application Resources

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Pulse 8

• Performance Issues with Pulse? Here's What to Do
• Pulse – How to Record Income with AoE or DEA
• Pulse - Error when sending KYC details
• Pulse - Unable to send post or correspondence
• Pulse - Writeback Error

See all 8 articles

Decision logic 3

• DLR – ‘Client Data Cannot Be Transferred’ Error
• Pulse Decision Logic – Error Messages and Troubleshooting
• Decision Logic - Who to Contact?

Portal 2

• Portal: Troubleshooting AML/KYC Search
• Portal: Unable to Set Default Email Address

Docutrieve 1

• Docutrieve Error: "Index was out of range" Exception

DCS 1

• DCS and Direct Debits

Online DMP 1

• Online DMP – Helping clients troubleshoot login issues.

Key IVR 1

• Key IVR Dashboard - How to access

Microsoft Teams 2

• Microsoft teams – User Guide Resources
• Microsoft Teams Group Creation Requests

Outlook and Email Guides 5

• Outlook -Recreating a profile
• Requesting Inbox Access and Permissions Changes
• Outlook – Items Stuck in Outbox
• Outlook – Troubleshooting Emails not sending
• Outlook – Distribution Groups and Mailbox Amendments

Genesys 2

• Genesys – Troubleshooting Silent calls and Issues answering calls (Resetting a headset profile)
• How to raise a Telephony/IVR Change

DMS 0

Microsoft Edge 2

• Microsoft Edge - Clearing cookies/permissions and browser history
• Microsoft Edge – How to stop tabs timing out

Microsoft Excel 1

• Microsoft Excel – How to open a .xml file

Windows - Guides and Settings 1

• Windows Settings – Troubleshooting Silent Calls and Sound Settings