IT Support & Service Requests
Use the Internal IT Support Center portal to ask for help or request IT services from the Internal IT team. Before opening a ticket, quickly check whether the information you need is already available in the Handbook.
When to use the portal
Use the portal whenever you need IT help or an IT-related service, instead of writing direct messages or emails.
Typical situations:
- General IT questions or issues with your laptop, peripherals or corporate tools (“General IT Assistance”).
- Problems during device enrollment or account setup (“Device Enrollment issues”).
- VPN configuration or remote access requests (“VPN Setup”).
- New or updated software licenses (“Request Software License”).
- New infrastructure, services, or access to IT resources ("New infrastructure/service request").
How to open a request
- Open the IT Support Center: https://internalit-jsm.atlassian.net/servicedesk/customer/portal/3.
- Choose the most appropriate request type card.
- Fill in the form with a clear summary and a short description of your need; add screenshots or files if useful, then submit the request.
Good practices
Internal IT operates with a best effort approach without formal SLA commitments. Resolution times vary based on complexity and current workload, so the team will keep you informed via ticket updates.
Prefer the portal over chats or emails so requests are tracked and visible to the whole IT team. This approach will help us to minimize the typical "do you have a minute?" phenomenon. Open one ticket per topic and keep all updates in the ticket comments. Avoid including confidential customer data or secrets in your requests, in line with the Operations Guidelines.