IT News / MP Message

JustITSupport

MP MessageThe Internal Technology team recently implemented a new remote support tool called “Just In Time Support,” or JustITSupport, which improves their ability to support our ever-growing and extremely mobile workforce. The goal of JustITSupport is to get you connected to a Support Technician as quickly as possible no matter where you may be. However, the first time I tried JustITSupport, I was left with a few questions about how the process is actually supposed to work. As a result, I asked Amanda Wilkie, our firm’s CIO, to provide some answers, which I am sure you all will find helpful. Please take a minute to read through the FAQs below:

What is JustITSupport?
JustITSupport is a new remote support tool that allows a Service Desk Technician to connect to your computer for troubleshooting and assistance. However, JustITSupport will not work on your mobile device.

What makes the JustITSupport remote tool different than Skype or GoToMeeting?
For one, when you use JustITSupport you go into a support queue and the next available Service Desk Technician will assist you. You don’t have to hunt down someone from IT – just jump in the queue and someone will help you ASAP.

Additionally, JustITSupport is designed for remote IT support – Skype and GTM are not – so we can take advantage of features like integration with our Service Desk ticketing application.

How do I access JustITSupport?
You have a few options:

  1. Go to https://remote.withum.com
  2. Each member of the IT team has a link in their email signature. Just click JustITSupport.
  3. There is a link on the Withum Way homepage.

Did JustITSupport replace emailing helpdesk@withum.com?
No, you can still email helpdesk@withum.com or servicedesk@withum.com and your email will still be imported into our ticketing system. Feel free to send an email if you have a request that does not require immediate attention, such as a request to set up a new client portal. However, if you’d like someone to take a look at your technology issue right away, give JustITSupport a try.

Also, send emails to helpdesk@withum.com or servicedesk@withum.com afterhours and we’ll take a look at your request the next business day.

When can I get JustITSupport?
The JustITSupport queue is monitored during business hours, which is 8:30a to 5:30p ET Monday through Friday. Extended hours will be available during tax season and will be announced in January.

Why should I use JustITSupport?
JustITSupport is your fastest option to get in touch with Service Desk Technician no matter if you’re in the office or out of the office. Using JustITSupport means you don’t have to leave your desk, make a phone call, or send an email then wait for a response.

JustITSupport asks for a Session Key. Where do I find this info?
You are not required to put in a Session Key to use JustITSupport. If you email or call a Service Desk Technician, they may start a session and provide the key so they can connect directly to you as opposed to having to use the queue.

To use JustITSupport, go to https://remote.withum.com and fill out the Issue Submission information. Someone will be happy to assist you.

What is the survey at the end?
We value your feedback and the best time for you to tell us how we did is right after your experience. Our goal is to solve most level 1 issues on the first try and within 15 minutes; so if you have the time, please take a moment to respond to the survey once the Service Desk completes a session.

IT sent a Withum Tech Alert last month that addressed my questions and other questions they’ve received regarding JustITSupport. If you still have questions after ready today’s MP Message, feel free to reach out to anyone in IT; they will be happy to demonstrate JustITSupport for you.

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