welcome to ofg it services new starters guide to it
TRANSCRIPT
Welcome to OFG IT Services
New Starters Guide to IT
IT Tips & Advice – Connecting your PC
Connecting to the WiFi
Upon receiving your device and logging in with your network login details, please select either of the icons
above in the system tray of your machine to connect to the Wifi as shown here.
Connecting to the VPN (Virtual Private Network) to access network folders & files
For NFA, ACE & OFG to access the VPN, please double click the Forticlient icon on your desktop - refer to
the Knowledge Centre guides for detailed instructions.
For Legacy OFGL / NT domain – please connect using the Watchguard icon -
refer to the Knowledge Centre guides for detailed instructions.
Knowledge Centre
Guides
IT Tips & Advice – Using Windows 10Internet Browsers -
Google Chrome /
Microsoft Edge
System Tray /
Notifications
Connect to Wifi,
adjust volume, check
power source
Forticlient – VPN
software for remote
working
File Explorer –
My Documents &
Shared Drive /
Folders
Windows / Start
button
NOTE: Google Chrome is
the preferred browser for
Cascade, FocalPoint &
Info Exchange
Microsoft Teams –
Collaboration Tool,
Chat, Conferencing,
Screensharing
IT Tips & Advice – Saving your files
My Documents
Use File Explorer to create folders and save your files in My Documents.
These will be stored on a network drive on a server, which is backed up and allows us to restore lost files in the event of your PC failing.
Network printers
If requested by your manager, a papercut account will have been created as part of the new starter process. However upon starting, once you receive your pass/fob, you will need to visit the printer and scan your pass/fob onto the network printer and then contact the IT Service Desk to have your pass enabled on the print server.
Legacy OFG – Network printers are mapped via a Group Policy as part of a new user set up and no action is required by the new starters.
Home printers
If you have been supplied with a home printer as part of your new starter request, please refer to the guidelines below for ordering print cartridges:
• Send an email to [email protected] including the model of your printer and which toner cartridges you need (black, cyan/blue, yellow, magenta)
• Include your name and home/delivery address in the email
• Orders placed before 4:00pm will be delivered the next working day
Note : the package won’t fit through the letter box so make sure somebody will be home to receive the parcel.
IT Tips & Advice – Printers
We have 2 main phone systems
3CX
3CX Phone System is a soft phone system and does not require a physical telephone
system. If your manager has requested this as part of the New Starter process, you will have received a Welcome email and a guide upon starting – please take the time to read and make yourselves familiar with the system.
Mitel
The Mitel System requires a physical telephone on your desk. If your manager has requested for you to have a deskphoneas part of the new starter process, the PIN number for logging on will have been sent to your line manager or yourself. Pleaserefer to the Knowledge Centre guide for detailed instructions.
Company Mobile phone
If you have been issued with a company mobile phone, please note the PIN for logging on is the last 6 digits of the Top IMEI number on the box it was delivered in. Please ensure you set up your mobile to connect to the Wifi when in the office, at home or wherever possible. Our mobile phone contract has a monthly data allowance and whenever colleagues exceed the limit, we incur additional costs adding data bundles at the end of the month. .
IT Tips & Advice – Telephony Systems
Knowledge Centre
Guides
IT Security – How to recognise a phishing email
IT Tips & Advice – Outlook Email Signature
IT Services are in the process of rolling out automated email signatures across Outcomes First Group.
This will ensure we all display a consistent look and feel and appropriate branding on our emails,
according to where we work within the organisation.
Your automated email signature will consist of three parts;
1. Your personal details, name, job title, work phone and work mobile. These details come from the Cascade HR system.
2. The address and phone number of your office, school or care home and the brand and accreditation logos applicable to it.
3. A legal disclaimer applicable to where you work within the organisation.
In preparation for your automated signature, please check the following details in Cascade upon starting:
• Check your job-title and organisational hierarchy are accurate. In the event of any errors, please highlight to your line manager who can advise the HR team by emailing [email protected]
• Check your work phone and work mobile and update if necessary to reflect the numbers you want to display in your signature
IT Tips & Advice – Online Collaboration
As part of your new starter request, you will have
been allocated an Office 365 licence, which will
allow you to use Microsoft Teams - an online
collaboration tool.
Please familiarise yourself with the guide in the
Knowledge Centre, along with others listed, which
have been referred to throughout this handout.
Knowledge Centre
Guides
IT Tips & Advice – Passwords & Access
HR System: Cascade
Any colleagues, with queries or issues relating to the HR System/Cascade, should contact HR directly. Please email HR Operations ([email protected]) or call the HR Operations Helpline 0333 015 6292.
Finance Systems: Dimensions & Focalpoint
Access is granted by the Finance team if your manager has requested it as part of your role. To log in, please use your Network login details, please refer to the guide sent if you have been granted access.
Fostering Applications
CHARMS – access is granted by the IT Service Desk as part of the new starter request, we can also force password resets & passphrases, however your Local Administrators should be able to reset your password in the first instance.
Unity / NFA World / Youth Voice Tool – please email the IT Service Desk who will route these to the Product Owner.
Education Applications
DoubleFirst – Access is granted by Local Administrators. To initially authenticate & load, please use your network password which you use to log on to the network/your PC. A separate password will be required for logging into to the application – provided by Local Administrators.
Sleuth - Access is granted by Local Administrators
IT Service DeskYour day-to-day point of entry into IT
Whenever you
contact us, there’s
some basic
information that will
ensure we handle
your request
effectively
Please see next
slide before
contacting us
Phone
0808 284 0161
[email protected] Serve Portal
coming soon
Hours of Operation 8:30 – 5:30 (Mon-Fri)
Incidents (faults)
Password resets
Hardware issues
Software issues
VPN/Network connectivity
Mobile/Telephony issues
Requests
New / Replacement equipment
Software Requests
Application Access Requests
Mobile / Telephony Requests
New Starter Requests (form via HR)
Leavers Requests (form via HR)
24x7 / weekend cover is provided for major incidents e.g. whole site failure, major hardware (server) failure or significant cyber incidents.
For Out of Hours Major Incident support please email : [email protected] or [email protected]
When you contact the IT Service Desk, please be prepared to provide as much information around your request or fault as possible, using the examples below;
It’s also good to remember, that the person you are giving the information to may not be the one resolving the issues so it’s we get as much information from the start.
IT Service Desk – what we need to know
Via Email
Email Title / Subject Line
• Try not to use generic subject lines, ie. System error or xxx isn’t working..
• Better to say ‘Cannot connect to Internet’ or New Starter –01/01/2020 or ‘Faulty printer @ xxx Office/School/Care Home’
• When we review tickets, we see the subject line first, so the better the description, the better the response.
The Basics
• Name
• Phone number
• Your site
• Is the issue site wide
• When is the best time to discuss your Issue
Additional Information
• Expand the information in the subject line.
• What were you doing when the issue happened?
• What steps have you taken to try and fix it?
Via Phone
The basics
• Name
• Phone number
• Your site
• Is the issue site wide
• When is the best time to discuss your Issue if we need to call back
Additional Information
• We’ll need you to describe the problem
• We’ll be interested to know what things you’ve tried to fix it.
• We may need to remote onto your machine to find out more –we’ll always check before we do and recommend saving any unsaved work and closing down any sensitive documents?
Note : we need to capture basic information during every call making sure we have a record of all the issues being raised. Even if you just need your password resetting, we still need to capture The Basics
What we do?
IT Service Desk – Sita Patel
1. We reset passwords
2. We fix the tech stuff when it’s broken – either ‘while you
wait’ or by engaging the correct technician or 3rd party
supplier
3. We supply equipment for new starters or replace/repair
when things get damaged
4. When technology fails, we run a ‘Major Incident’ until its
fixed, and keep you informed while we do it
Digital & Product Management – David Compton
Product Owners (one for each Business Area):1. Ensure the application infrastructure is in place across all divisions
2. Provide a primary point of contact for the business for product
development requests
3. Ensure products are in line with the needs of the business and end-user
requirements
4. Provide effective supplier management
Digital Architecture1. Design and build digital solutions (including CRM) to meet the prioritised
needs of the business
Infrastructure Architecture – Rob Plumber
1. Designs our technical architecture (network, telephony,
laptops/desktops, WiFi, Printers) so we can all work
effectively
2. Makes sure our technical architecture is working effectively
and where it’s not, secures the investment to fix it.
3. Makes sure our buy our infrastructure at the best price so
we get best value for money. This could be anything from
buying a laptop to upgrading a phone system
Security Architecture – John Birch
1. Review our current system security measures and
implementing enhancements as appropriate.
2. Continuously monitoring our applications and network
security keeping our data as safe as possible
3. Maintain an appropriate level of Cyber Security
accreditation.
4. Manages the IT response to security breaches
Any questions for John or security concerns email: [email protected]
IT Department
Business Application / Product Owners
Your Product/Application Owners will:
• Ensure a reliable suite of software applications is in place across all divisions
• Be your primary point of contact for product/application development requests
• Ensure products are in line with the needs of the business and meet end-user requirements
• Provide effective supplier management
Your Product/Application don’t:
• Deal with day-to-day technical issues, these are dealt with by the IT Service Desk
But…we do support the technical team and work with suppliers to resolve issues
• Set up IT Hardware / Application account
But…we do train and educate the IT Service Desk so they can support you faster
• Deliver training on how to use the products
But…we do work with Learning and Talent making sure they have everything they need to support you
Contacting your Application/Product Owners
Any improvements or new ideas can be emailed to us – see right for details.
Requests should outline the division e.g. Fostering, details of your idea or improvement and any solutions you’ve been considering.
Each business area is underpinned by a small number of 3rd party software applications. To help get the most from
these applications, a business-aligned team of Product/Application Owners are there to support you. Whether you
use Charms, DoubleFirst, ClearCare, ISAMs, etc, you’ll have your own, dedicated Product Owner to help you.Central Functions
David Compton (Digital Architect)
Email:
Mark Williamson
Mobile: 07787 491 919
Email: [email protected]
Education & Child CareLaura Andrews
Mobile: 07817 418124
Email: [email protected]
Adult Care
Stephanie Bragg
Mobile: 07522 347184
Email:
Fostering
Sophie Elmes
Mobile: 07850 743246
Email: [email protected]
Know your
Product Owners
Social Care Network (SCN) – Helpdesk 01706 509198
1. Technical issues with functionality
2. Change of name for family/child records/deletion of family or child record
Lead Charms Administrators (one per agency)
1. Procedural Support for colleagues
• Provide each other / own agency colleagues with procedural support (Make use of the Charms Guidance documents on Knowledge Centre).
2. Foster Carers
• Set up of foster carers Charms accounts. General support for carers, passphrase & password re-sets for carers.
3. Charms Training set up
• Set up new staff members to their own agency / team with access to the Charms Training Platform (Concordia Training) and support new starters to access the materials on the Knowledge Centre.
IT Service Desk
1. Starters/Leavers - Setting up/closing down CHARMS accounts for a new member of staff / external assessors / Ofsted Inspector.
2. Permission levels - amendments/changes to user access permissions
3. Staff pass-phrase / password re-set
4. Access to Unity Reports – IT will raise a ticket with the Unity development team
IT Services – Charms Support (Fostering Division only)