iService Catalogue — IM/IT Services
Help Desk
Apps/Portal
Other Service Catalogues
New divided iService Catalogue, IM/IT section – Find information on IT services such as computer, conferencing and telephone services as well as information management and other topics about IM/IT services here at ESDC.
For assistance with initiating a project, defining new IM/IT requirements, or for questions about our IITB services, please contact your Strategy, Architecture and Business Relations (SABR).
For a comprehensive listing of all work performed by IITB, please visit the IT Service Catalogue.
Typing in a word or a phrase in the text box below will narrow or filter the list of Service Categories to the word(s) you are typing.
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Computer and Devices Service
Support and services related to departmental computers, laptops and other devices such as monitors, keyboards, mice, printers/multifunction devices, and portable media.
- Accessible Information and Communication Technology
- Samsung and iPhone Devices
- Computers Laptops and Tablets
- Electronic Network Access and Remote Access
- File Transfer and Data Sharing
- Monitors
- Passwords
- Print Devices (e.g. local printers, local scanners, networked multi-functional Xerox copiers, scanners, faxes)
- Portable Storage Devices (example USB)
For further assistance with computers and devices:
General information and updates about computer and devices initiatives.
- Quick Fixes are available to help employees quickly deal with basic issues.
- Submit an online request to the National Service Desk.
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Accessible Information and Communication Technology
Services and support related to adaptive technology solutions for employees with disabilities in the workplace (low vision, blindness, mobility/dexterity, deafness, cognition). These include advice, technical support, loan of technologies for trials, training.
For assistance with accessibility/adaptive technology:
- Consult the Accessible Information and Communication Technology (ICT) webpage.
- Submit an online request to the National Service Desk.
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Samsung, iPhone Devices and Wireless Services (including Wi-Fi)
- Refer to Samsung Devices under Cellular, Mobile and Wireless Services (including Wi-Fi).
- Refer to iPhone Devices under Cellular, Mobile and Wireless Services (including Wi-Fi).
- Refer to Wireless Services (including Wi-Fi) under Cellular, Mobile and Wireless Services (including Wi-Fi).
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Computers, Laptops and Tablets
- To ask for a computer or laptop for a new employee joining the Department:
- Managers need to submit a request through the Access Management Portal.
- Make your request as far in advance of the need as possible, in order to enter the queue.
- To have a computer or laptop fixed/repaired/replaced:
- Submit a request to the National Service Desk.
- To purchase a new computer, laptop and/or tablet
- All computer procurements must be completed by IITB with approval
- Submit a request to the National Service Desk.
- For ESDC standards on computers and laptops:
- Please consult the Personal Computing Device/IT Hardware standard Toolkit webpage.
- For ESDC standards on Citizen Access Workstation Services (CAWS):
- The departmental standard for Citizen Access Workstation Services (CAWS) is one desktop computer, one monitor, one keyboard, and one mouse.
- To fix, replace or ask for a peripherals (keyboard, mouse, etc.):
- Managers may purchase peripherals through CFOB Procurement Services.
- To request the purchase or installation of assistive and adaptive IT equipment - Duty to Accommodate (DTA):
- Submit a request to the National Service Desk.
- For further assistance with computers, laptops and tablets:
- Consult the desktops, laptops and tablets Quick Fixes available to help employees quickly deal with basic issues.
- Submit an online request to the National Service Desk.
- To ask for a computer or laptop for a new employee joining the Department:
Headsets and Webcams
- To ask for a headset or webcam for a new employee joining the Department:
- Managers need to submit a request through the Access Management Portal as these will be provided as part of the mobile kit provided for new hires.
- Make your request as far in advance of the need as possible, in order to enter the queue.
- To ask for a new or replacement headset or webcam for an existing employee, please submit a ticket through the National Service Desk.
- To have a headset fixed/repaired, please submit a request to the National Service Desk.
- To ask for a headset or webcam for a new employee joining the Department:
Electronic Network Access and Remote Access
Network Account Life Cycle
- To have an account created on the ESDC network or to modify an existing account, managers must submit a request through the Access Management Portal (AMP). Allow 4-5 working days for completion.
- For information on how to manage your network password (i.e. reset your network password, change your network password, etc.), refer to the Passwords section under Computer and Devices Service.
- If your network account has not been accessed within 90 days, it will be disabled. Your manager must submit a request through the Access Management Portal (AMP) to reactivate it. Allow 4-5 working days for completion.
FortiClient Virtual Private Network (VPN)
- For assistance with using the FortiClient/Entrust token to securely access the network, consult the VPN - Forticlient Quick Reference.
- Instructions for how to login to FortiClient VPN can be found in the FortiClient user guide. If you access the ESDC network using FortiClient VPN on a regular basis, you should log into FortiClient VPN at the Windows login.
- To access or restore missing network drives when you are working remotely, follow instructions to map your drive using GCProfile.
- To manage distribution lists and security groups (i.e. review memberships/ownerships, add or remove members, etc.), use the Group Management Portal. Consult the Employee Guide available from its left menu for assistance, or consult Questions & Answers.
AppGate
- Deciding between FortiClient and AppGate?
- See the AppGate help page for a user guide and additional assistance.
Monitors
To replace or ask for a new or second monitor including DTA monitors:
- Submit a request to the National Service Desk.
To adjust or set-up a monitor:
- View the Guide to connect a second monitor.
- Use the ergonomic tips for setting up a single monitor or dual monitor.
To connect a tablet to dual monitors:
- Additional cabling and the help of a technician will be required. Please submit a request to the National Service Desk. Make sure to mention that you are using a tablet.
For further assistance with monitors:
- Consult the monitors Quick Fixes available to help employees quickly deal with basic issues.
- Consult the Personal Computing Directive for information about the monitors you are eligible to have, depending on your work.
- Submit an online request to the National Service Desk.
Passwords
Network Password (to access the ESDC electronic network)
To change your network password, follow these Quick Fixes instructions.
If you have a departmental BlackBerry, iPhone or Samsung device, you also need to update the password on your device.
To reset your network password on your own (using the link “Forgot Your Password?”):
- To benefit from “Forgot Your Password?”, you must first register through the registration pop-up window or using the icon “Registration – Network Password Reset” on your desktop. You will be asked to answer a number of security questions; follow instructions.
- Once you have registered, you will be able to use the link “Forgot Your Password?” available at the login screen. You will be asked to answer
three of the questions that you initially answered and to reset your network password.
- If you have a departmental BlackBerry, you also need to update the password on your device.
- For more information, consult the Questions & Answers related to resetting your network password.
To create a strong network password:
- Consult the DOs and DON’Ts for passwords.
Mainframe Password (to access mainframe applications/systems)
To change your mainframe password, consult the Information on username and password criteria for ESDC mainframe applications.
To have your mainframe password reset:
- Choose the security questions and answers for mainframe password that will be used by the National Service Desk to identify you when resetting your mainframe password. To answer the security questions, follow these instructions.
- Once you have completed the security questions and answers, your may submit a request to the National Service Desk.
Multi-factor authentication (MFA)?
This is a process in which a user is prompted during the sign-in process for an additional form of identification.
To set up your MFA for the first time, please consult How to set up my MFA for the first time, or if you need to modify your default MFA, please consult add, change, delete or set your default authentication method for your MFA.
For more information on MFA, please refer to the iService page.
If you require any assistance, please submit an online service request to the National Service Desk.
Print Devices (e.g. local printers, local scanners, networked multi-functional Xerox copiers, faxes)
Purchase of a locally installed printer, scanner
- Submit a request to the National Service Desk.
- Complete the Printer/Scanner Questionnaire
Purchase of a Multi-Functional Xerox Copier
- Submit a request to the National Service Desk.
- Complete the Requests Networked multi-functional Xerox copiers
To install a printer on your computer:
- Consult the Quick Fixes.
To request services and support that are not related to accessing a printer:
- Access the Xerox Services Portal or call the Xerox Help Desk at 1‑855‑818‑4908.
- For issues which require a technician visit, how quickly Xerox is able to respond to your request depends on your location, but should not exceed 24 hours.
To access learning material, guides, and videos on how to use Xerox print devices:
- Access the Xerox Services Portal and click on the Training tab; or
- Consult the Quick Fixes related to Print Devices.
To report issues related to accessing a printer:
- Submit a request to the National Service Desk.
- Passport Employees: contact the Passport IT Service Desk:
- Email: ITServiceDesk
- Telephone: 1‑877‑778‑5335
- Quick Reference Card - How to Get Support and Services (includes DO’s and DON’Ts)
For further information and for assistance with print devices:
- Consult the Print Services webpage.
- Consult the Print Services for Xerox copiers - webpage.
- Consult the Print Devices Quick Fixes to quickly deal with basic issues.
For further information and for assistance with supplies:
USB Keys, Portable Media and File Sharing
To get information on the types of encrypted USB devices available, the necessary approvals and how to request a specific device:
- Refer to the Quick Reference table of encrypted USB devices.
To report a lost or stolen USB device:
- Consult the eUSB Devices Quick Fixes.
To return any USB device or hard drive:
- Consult the eUSB Devices Quick Fixes.
To get help with getting a copy of personal files from the ESDC network when departing or retiring:
- Review the Options for Moving Personal Files on the Portable Storage devices webpage.
To learn more on ESDC standards on portable storage devices:
- Consult the ESDC Portable Storage Devices Directive.
- Review the safety precautions for Transporting Information Securely on the IT Security portal.
For general information about USBs and Portable Media:
- Visit the Portable Storage Devices webpage.
- Consult the Portable Storage Device section of the Quick Fixes to quickly deal with basic issues.
- Submit a request to the National Service Desk.
Conferencing Services (Video and Audio)
Not sure which video and audio conferencing tool to use? Choosing the right video and audio conferencing tool will provide different meeting options and guidance.
Tools available
For further assistance with conferencing services:
- Submit an online request to the National Service Desk.
Software/Application Service
Services and support related to software and applications required to meet business productivity needs.
Follow these steps to install systems/applications/software on your computer:
- Check if the application or software is available in the Application Catalogue. If so, you may be able to do it yourself (within 2 days).
- If you cannot find the application or software in the Application Catalogue, submit an online request to the National Service Desk, click "Report an IM/IT problem /Submit or modify a request". These requests can take 5 days or longer.
- If the application or software is not available via the National Service Desk, contact the Business Relationship Management (BRM) resource persons to verify if an alternative is available in the Definitive Media Library
- If no alternatives are available, your BRM resource will guide you in submitting a new application/software proposal for approval.
- Approval is obtained via the Software Approval Process, by filling out the required documents found on the Software Asset Management Services (SAMS) Proposals and Requests website.
NOTE: All new software products require approval prior to being purchased and installed. This is valid for any Commercial-off-the-shelf's (COTS) software, Software as a Service (SaaS), as well as certain web and/or cloud applications. If you are unsure if the software you are requesting needs approval, contact your BRM Resource.
To request or modify access to corporate systems/applications:
- Managers need to submit a request through the Access Management Portal.
For information on authorized and unauthorized applications, consult Application Control Questions and Answers.
To manage distribution lists and security groups on your own (review memberships/ownerships, add or remove members, etc.)
- Use the Group Management Portal
- To get help with using the tool, consult the Employee Guide available from the left menu of the Group Management Portal
- Consult the Questions & Answers related to the Group Management Portal
Tablets:
- Consult the Definitive Media Library (DML) to determine if a software is compatible with Windows 8.1 (Operating System for tablets).
To get services and support related to accessibility/adaptive software for employees with disabilities (low vision, blindness, mobility/dexterity, deafness, cognition).
These can include advice, technical support, loan for trials and training.
- Consult the Accessible Information and Communication Technology (ICT) webpage.
- Submit an online request to the National Service Desk.
For information related to passwords, refer to the section Computer and Devices Service.
For further information and for assistance with software and applications:
- Consult the List of ESDC Approved Software and Technology Standards.
- General information and updates about initiatives related to software and applications.
- Consult the Quick Fixes to quickly deal with basic issues.
- Submit an online request to the National Service Desk.
VoIP Telephones
To ask for a VoIP telephone for a new employee joining the Department:
- Managers must submit a request through the Access Management Portal (AMP).
To have a VoIP phone fixed/replaced:
- Submit an online request to the National Service Desk.
To get instructions on using a VoIP telephone:
- Getting to Know Your AVAYA 9608 Desk Phone
- Refer to the Avaya 9608 IP Phone User Guide.
- Review the Quick Reference Guide (PDF, 824 KB) on using the Avaya phones.
For further assistance with VoIP telephones:
- Consult the Quick Fixes to quickly deal with basic issues.
- Submit a request to the National Service Desk.
Cellular, Mobile and Wireless Services (including Wi-Fi)
Support and services related to departmental cellular and mobile devices, and wireless services (including Wi-Fi).
Samsung Devices
For further assistance with Samsung devices:
- Consult the Samsung Devices Quick Fixes available to help employees quickly deal with basic issues.
- Submit an online request to the National Service Desk
iPhone Devices
For further assistance with iPhone devices:
- Consult the iPhone Devices Quick Fixes available to help employees quickly deal with basic issues.
- Submit an online request to the National Service Desk
Wireless Services (including Wi-Fi)
For further assistance with Wireless Services (including Wi-Fi):
- Consult the Wireless Connectivity (Wi-Fi) Quick Fixes available to help employees quickly deal with basic issues.
- Submit an online request to the National Service Desk
Information Management (IM)
Visit the Information Management section for IM best practices!
Digital and Electronic Signatures
Visit the Digital and Electronic Signatures for help on creating or signing a digital or electronic document.
iService Web Design and Publishing
Visit the iService Web Design and Publishing section for tools and resources to help content approvers create or change web content on iService.
