Get Answers Article Title	DocID
General Foundation or Base
ECD Basic Overview	9878184
Opening an INFOWEB IR	7281844
ESD/NSD Standard Ticket Templates	12420536
350 King Edward and SSC Enterprise HelpDesk Numbers	6603895
On Calls
Call Script and General Call Etiquette	12752033
Etiquette For Transferring Calls to other Service Desks	151215
ICE: How to Conference and Transfer and ICE Queues	165182
Password resets
GOP / ESD Password Reset Procedures	11772527
How to Locate a Mainframe Userid in TSO Dataset	153165
SACO List	1459179
GCPMP (GCPENS, Penfax, Siebel, IDM, DCT) Procedures	5332080
ESD SIM Card Activation and Mobile Voicemail Password Reset	10433091
Incidents and Escalation
ESD & GOP High and Critical Incident Handling Procedures	11582147
ESD SSC IUP Priority Matrix and CBAS	9852402
IC Team (ICT) Activation Procedure	11676113
High / Critical Agent Checklist	12417941
Escalation Contacts
National Service Desk Frequent Contacts	9786311
ESD Enterprise Data Centre Incident Coordinators	12161567
Enterprise MIC (Major Incident Coordinators) Contact Info	11914839
Telecom
ESD Mobile Telecom Escalation Process for VIP Devices	11337623
ESD Blackberry, iPhone and Android Provisioning and Device Issues	9763318
ESD BB10 MTD Provisioning / Issues	10620586
Emails
GOP Departments Call & Email Procedures	12138948
National Service Desk Email Procedures	7920282
Network outages
AllStream / Zayo (AT&T) Procedures	12443969
ESD CNS4 Allstream Zayo and CNS3 Telus Alerts	12564334
ESD GCNet Alerts & Site Access (Allstream/Zayo & TELUS or SSR)	11377881
Multiple Non-Partners Special Instructions	12815604
ESD Support Group Assignment Matrix	11485632
ESD Procedures for GENS and VOIP(GENS) Services	12669876
Site Access
Creating an RFC/eRFC for Data Centre Access	9100898
ESD Enterprise Data Centre Access Procedures	12406157
CWA, myKEY (ORCA), LRAs
CWA Scripts for IDM access to CWA applications	7626682
CWA - LIST OF IR CODES FOR CWA ISSUES	2715304
ORCA Support Guide for Service Desks and Support Groups	8006828
ORCA, Non-ORCA and OMA Id-based Client Help Desk Contact Listing	7739088
List of Registered LRA	7868870
Supported Mainframe Applications	2061284
OSSD Foundations & Applications list	8050095
SPS Cheque Printing Problems	3126494
Phoenix
Phoenix Partner Help Desk Guide	11422815
SPS / PHOENIX ADHOC Requests	11535192
Phoenix Work Instructions (Pay Modernization System)	11449892
Phoenix AFTER HOURS Work Instructions	11565368
Logging, Tracking (OOS, Dead Air)
ECD Creating an Out of Scope SR	9851076
Unsupported Inbound Calls to ESD/NSD	166634
Dead Air Procedure	165770
After hours
Procedures for after hours calls at ESD	6606227
ESD After Hours Escalation Protocol	7179492
Other
VCI ALARMS PROCEDURES	5095208
Distributed Denial-Of-Service (DDOS) Attack Procedure	7763474
ESD HCCS Contact Centre Services	13445540
Management Escalation for Other Government Departments	6864647
ESD ETI Quarantine / Spam Reporting Process	10865446
ESD GCMSS Work Instructions	11207628
Other Requests
Urgent Service Request Escalation Procedure	9760657
ESD VPN Account Request	9880416
ESD Teleconferencing, Video Conferencing, Virtual Meeting Room, Web Conferencing (WebEx) Incidents and Requests	9993154
ESD PAM Work Instructions	11501279
ECD Account Management and ECD Training Requests	9953167
SSC GOP RFC/eRFC Simplified Process	9126776
ESD SM7 Processes	13484013
ECD Tool Outage Contingency Process	9800981
Reporting Tool Outages Affecting ESD	14230418
Staff
7/24 Service Desk Schedule	304609
ESD Requesting and Reporting Absenteeism, Overtime, and Time Off	12172626
ESD Task Assignments & Tracking	12168530
ESD Commonly Used Acronyms	12816612