IT support
User, computer, network, Microsoft 365, backup and cybersecurity issues route to IT support.
View path
Support routing
Support and Remote Support
The support hub makes it easy for customers to get help while keeping support requests verified, routed and safe.
Good to know
Support is routed safely
Citywide verifies the customer, support need and urgency before remote support or ticket handling.
Route urgent support
Get the right paid work path
The support hub should quickly separate IT support, printer support, ecommerce product paths and account review.
Remote support planning
Safe before convenient
A future public support page can include approved remote-support downloads, but only with staff instruction and customer verification.
Verify the customer
Confirm customer, contact and issue before starting remote access.
Approved remote tool
Use only approved remote-support tools and instructions once confirmed.
Record the work
Create the service record, owner, source, urgency and next action before or after support as agreed.
Expansion prompts
Support can reveal better follow-up
Support contacts should also surface recurring service opportunities when the need is bigger than a single issue.
Managed IT
Repeat support or unmanaged risk should trigger managed IT review.
View pathToner and supplies
Known toner, ink and supply orders should go through the online store.
View pathSecurity and backup
Suspicious activity, data-loss risk or no backup owner should trigger review.
View path
Service intake
Support and remote support routing
Send the key details and Citywide will route the request to the right service owner, quote path or follow-up action.
- Urgent service needs are reviewed first.
- Product-heavy requests are checked before supply.
- Installation, account review or managed support follow-up is captured where useful.