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Your IT Help Desk

May 19, 2022, 14:30 PM by Hugo Fiore Lacelle
My name is Sylvain Samson, Supervisor of the IT Help Desk since November 2021...

Sylvain Samson

Supervisor, IT Help Desk

Corporate, Pointe-Claire

Sylvain Samson

Hello,

My name is Sylvain Samson, Supervisor of the IT Help Desk since November 2021. My team is spread out across the Pointe-Claire, Concord, Québec, Winnipeg, and Dartmouth branches.

We are there to help you with all of your IT-related challenges. Here’s how to reach us:


You can also visit us in person at the Concord and Pointe-Claire branches. However, please contact us to book an appointment before coming in. We are available Monday to Friday, from 6:30 a.m. to 5 p.m.

In the event of an IT emergency outside regular business hours, call us at 613-966-TECH and leave a message. We will get back to you as soon as possible.

The ticketing system we use is called Octopus. When you call to report an issue, we open a ticket in this system. You can view your tickets by clicking on the following link: https://intranet.toromont.com/_layouts/Toromont/OctopusRedirect.aspx. We strongly encourage you to use this link to submit your questions or to add any information you think would be of help to us—and to you! Avoid opening a ticket to request a status update on an existing ticket; go to the existing ticket to view the status or request an update.

Some important points when submitting issues through the portal or by email:

The more details you provide, the easier it will be for us to assist you.

  • Do your best to answer one of the following questions:
  • Who: Who has the problem? Is the issue only affecting you or several colleagues as well?
  • What: What is happening exactly? Which software is affected? Have you restarted?  What is the error message?
  • Where: Are you at the office or at home on the VPN?
  • When: When did the issue occur? What were you doing? Did it happen right after an action on your part?
  • Why: Why do you consider this issue to be urgent? How does it impact your work or the company?
  • You can include screenshots to better illustrate the situation.

Feel free to contact me if you have any questions or need assistance with anything, I will be happy to help.

Regards,

Sylvain Samson
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