On Tuesday 8 November, our new IT Request system – The TechCentre goes live! Make sure you’re ready by reading what you need to know here…
The TechCentre is an online Portal that from 8 November 2022 will enable you to help yourself to IT support and services with access available 24 hours a day, 7 days per week supporting every working pattern.
What can I do in the TechCentre Portal?
- Raise an IT Request
- Raise an Incident
- Tracking your IT requests or incidents for current status will become far easier as you’ll have access to all updates
- If you’re in Carnival House and want to talk to a member of the TechBar, no problem you can join a virtual queue to see someone and when your number is called you can come on down to the TechBar
- You can chat to a member of the support team online through the chat function
- Search our ‘knowledge base’ for IT guides and support articles
- Review the status of IT services for any planned maintenance or system outages
- Need to access IT Support on the go? No problem the TechCentre has its own app which shoreside colleagues will be able to download to corporate mobile devices
What’s changing?
- The TechCentre will replace the IT Request database in Lotus Notes and the Incident logging system in Remedy (ITSM Remedy).
- Service Requests (SRs) in Lotus Notes will become a thing of the past, we will be turning off the IT Request function in Lotus Notes on 08/11/22 and you will no longer be able to log an SR through Lotus Notes.
- The form that shoreside currently use on The Insider to log incidents will be removed from 08/11/22.
- Remedy (ITSM Remedy) will no longer be accessible to log Incidents for the fleet.
- From 08/11/22 both Ship and Shore colleagues will use The TechCentre to raise an SR and or Incident.
What will happen with existing requests in Lotus Notes on 08/11/22?
Any Service Requests (SR’s) / Incidents raised in Lotus Notes or Remedy (ITSM Remedy) before 8/11/22 will continue to be handled in the system they were raised in. There will be no requirement for you to raise these again in The TechCentre.
From 08/11/22 you will no longer be able to raise an SR or Incident through Lotus Notes or Remedy (ITSM Remedy).
How do I raise an SR / Incident from 08/11/22
From 08/11/22 all Service Requests and Incidents are to be raised through The TechCentre. When you log onto your computer from 08/11/22 you have received an email from The TechCentre project team, informing you how to log into The TechCentre. This will also include a video link -to an overview and how to access The TechCentre.
Where can I find Training for how to use The TechCentre?
Once you have accessed The TechCentre (you will be emailed the link on 08/11/22) you will notice there is a section called ‘Knowledge Base’. This will hold all training and user guides for The TechCentre as well as a whole range of information about IT Services and Support. For our fleet, all training materials will also be saved to the ships drive.
Who can I contact if I need support?
From 8/11/22 you can gain IT Support through the TechCentre ‘Get Help’, online chat, virtual queue / walk up experience or by calling the IT Service Desk on 02380 656000.