StepChange Debt Charity

Applications

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Pulse 12

• Pulse Performance
• Pulse - Deductions
• Pulse - DRO 1 - Client has been advised of a DRO when they should not have
• Pulse - DRO 2 - Client has not been advised of a DRO when they should have
• Pulse - online log in issue

See all 12 articles

Decision logic 1

• Decision Logic - Who to contact?

Portal 2

• Portal - Error when trying to run a KYC search
• Unable to star email address in Portal

Docutrieve 1

• Docutrieve - Error Message

DCS 1

• DCS - No DD section

Online DMP 1

• OnlineDMP - login problems

DLR 0

Key IVR 0

Microsoft Teams 0

Outlook and Email Guides 0

General

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How to Guides- The basics 5

• Colleague WI-FI Password
• Service Desk Escalation Path
• Incident and Service Request SLA Definitions
• How to raise a Telephony/IVR Change
• Microsoft Edge - Clearing cookies/permissions and browser history

New starters and leavers 2

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

Password and VPN Issues 1

• Password Reset Guide

Computer

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Hardwear 1

• How to set up dual monitors

Telephony

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Mitel Connect 0

Genesys 2

• Remove and readd Genesys WebRTC phone (softphone)
• Sound settings (silent calls guide)

Policies

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Terms and Conditions 2

• VPN Access Terms and Conditions
• Mobile Device Email Access Requirements, Terms and Conditions

Return of IT equiptment 0

Guides

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Mobile Working 1

• Changing your Security Question answer for OKTA or password for windows (OKTA Self Service) – March 2021

Facilities 0

Information Security

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FAQ 3

• Lost or Stolen Mobile Charity Device
• How to 7Zip files
• How to spot a Phishing e-mail

VPN

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FAQs 4

• I’m struggling to log in to Forticlient, how can I check my account isn’t locked out?
• What is the username format for Forticlient and Okta?
• VPN Disconnects
• FortiClient - Unable to Log in - Tips/Fixes

Service Desk

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02 - Major Incident Management 1

• Major Incident Process

03 - Incident Communications Process 3

• Incident Communications Process
• Stepchange Internal Escalation
• Dev Escalation Contacts

04 - Service Catalogue 1

• Service Catalogue

05 - Standard Operating Procedures (SOP) 59

• SOP 002 – Update The OS for the Build – MDT Toolkit currently installed on Deployment01
• How to add a Direct Dial
• TransUnion Credit Search - Guide for Service Desk
• Restoring Taskbar Icons
• Unable to connect to network drives when on VPN

See all 59 articles

VPN 1

• Installing certificate when charity’s router(Cloud-Shield) has been installed for Home Workers.

Archived 0

VA

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Aryza Connect Hub 0