Hi Everyone,
Over the last few months, we have been working on adding resources and growing the capabilities of our internal IT team. Through this effort we are pleased to announce that all IT support will be moving away from Bulletproof and back to Shaw this Thursday, April 14th. As of this day we will be providing all IT end user and infrastructure support for all divisions of the company.
What does this mean for Shaw staff?
Beginning on Thursday, everyone in the company should no longer contact Bulletproof and should start reaching out to us instead. We have setup several methods for everyone to use depending on the situation.
For regular requests, please contact us using the email address servicedesk@shawgroupltd.com. This will automatically generate a ticket in our new ticketing system and you will get an email acknowledgment. Please be as clear as possible in your e-mail as to the nature, and impact, of the technology issue so that we can prioritize accordingly.
This ticket will then be reviewed and assigned to one of the team for resolution.
Emergency Phone Line
If there is a time sensitive technology emergency, please call 1-886-Shaw ITS (742-9487). This number will ring through to one of the team who will pick up the call and assist. This number is available 24x7 and should be used when assistance is required right away, such as an IT issue is causing an immediate work stoppage, or a customer facing system is down stopping sales. For us to be able to make progress on the many other IT issues, we do ask that this number be used for the more critical issues.
Web Portal
All staff can also visit servicedesk.shawgroupltd.com to visit their own individual help portal. The portal has been integrated with our logins, so if you are prompted to login use your regular network login to access your portal. Again, please be as clear as possible in your web portal submission as to the nature, and impact, of the technology issue so that we can prioritize accordingly.
From here you can create tickets as well as view and update existing tickets.
We are also sending around new stickers with our contact info. Please use these to cover the existing Bulletproof stickers (or anywhere really) on your systems so that you have our contact info front and center when you need it.
During this switch over of service we will be migrating all tickets open with Bulletproof this week so anyone with open tickets will receive confirmation from our system that their ticket has been logged. If by next Monday, April 18th you have not received confirmation that your open issue has been migrated please reach out directly and we will discuss.
The team and I are very excited to be able to bring this service back internally to the Shaw Group.
If anyone has any questions or concerns about this, or any IT related issue please feel free to reach out to discuss with me directly.
Thanks
Steve
Steve Quinn
Director of IT Operations
The Shaw Group Limited
255 Lacewood Dr, Suite 100C
Halifax, Nova Scotia, B3M 4G2
1-902-499-4457