StepChange Debt Charity

Using Fresh: The Easy Way to Get IT Help

Summary

This article provides an overview of the Fresh system, including how to log in, access self-help articles, raise support tickets, and submit service requests. It breaks down the dash board and ticket types.

Further information is available on Mylo (Link below)

Course: Fresh

Guide

What is fresh?

Fresh is your IT support system. It’s where you can log in to get help with technical issues, find useful self-service guides, raise support tickets, and request IT services like equipment or access.

Whether you're reporting a problem, asking for something new, or just looking for a quick guide-Fresh makes it simple to get the help you need.

Logging in

To access fresh open the StepChange folder on your desktop and find the app.

Click "SIGN IN" in the top right hand corner

The fresh Dashboard

This is broken down into 5 Icons (as shown in the image above) these are:

View all your current and past tickets in one place.
 You can check live progress, respond to updates from IT, and view previously closed tickets for reference.

This shows any requests or changes that need approval before they can be actioned (e.g. software installs, access requests).
 If you're an approver, you'll see items here that are waiting for your decision.

Click this button to report something that's broken, not working as expected, or causing disruption (e.g. system outage, hardware fault, access issues).

Use this to request something you need — like software, new equipment, access changes, or general IT support.

It’s for things that aren’t broken, but still need action from IT.

Your hub for IT help, guides, and information.

Find step-by-step fixes, self-service instructions, IT policies, and useful articles to support you without needing to raise a ticket.

Raising a ticket – Incidents (aka something is broken)

To report something that isn’t working as expected, simply fill out the incident form below. Some fields are mandatory, and the more detail you provide, the quicker we can resolve the issue or pass it to the right team.

As you type a summary of your issue, suggested article guides will appear on the right-hand side. These may help you fix the issue yourself — saving time and avoiding the need to wait for support from the Service Desk. Depending of the severity of the issue the response time can be up to 5 working days.

Raising a service request

There are lots of different types of service requests you might need to make—whether it’s accessing inboxes or folders, adding or removing software, and more. To make things easier, the service catalogue is organised into categories, so you can quickly find what you’re looking for. Plus, there’s a handy search function to help you out.

If what you need doesn’t appear you can click into ‘Other Request’ and select general request, please only do this as a last resort.

The response time for these is up to 5 days so please raise them as early as possible.

Solutions Library

To help you resolve issues on your own the solutions library grants access to a wealth of IT knowledge which has been simplified, this can save you time waiting for a response for the IT team and bolster your IT know how. You can easily access articles straight from the self-service portal without logging in.

It’s been organised into 2 categories:

IT essentials and basics – Contains general IT information guides and resources to assist users with common task, trouble shooting and accessing IT services.

Application Resources - Contains resources, guides and information related to the software applications available for use including troubleshooting, tips and access details

Thes categories also have a further break down into folders.

If you have a suggestion for an article or information that would be useful, please submit a Fresh Amendment Service Requests.

For the area to amend select’ other’ from the drop-down list.

You can also attach any documents you have written to this.

FAQ’S

Q:  I’ve raised an Incident but can’t wait for a response as I can’t do my work what should I do?

A: Please call the Service desk line on 01132355345.