CE Support Portal – IT Help Desk – FAQ & Self-Help Guide
1. How do I submit an IT Help Desk request?
You have two easy options to submit a help request:
- Through the ACE intranet portal – click the 'IT Help Desk' link on the homepage.
- By email – send non-urgent issues to helpdesk@cascadeng.com.
2. What should I include in my help request?
Providing detailed information helps IT resolve your issue faster. Examples of information to include:
- A clear subject line (e.g., 'Wi-Fi not working in Conference Room A')
- A detailed description of the problem
- When the issue started and how often it occurs
- Device or system information (type, name, OS, software involved)
- Your physical location (office, room, or area)
- Any error messages or screenshots
- The urgency of the issue (urgent vs. non-urgent)
3. What happens after I submit a ticket?
Once submitted, you’ll receive confirmation and updates from CE Support Portal as we work on your request. You can reply to those messages to communicate directly with IT.
4. Can I track my ticket’s progress?
Yes. Tracking your own tickets requires a logon to the CE Support Portal platform. If you do not currently have a logon but want to track your tickets, reach out to IT for assistance creating an account. One you have an account for the CE Support Portal, you can log in anytime to view ticket status, updates, and history.
5. Is there a way to fix some issues myself?
Yes! The CE Support Portal includes a growing library of self-help articles and solutions for common IT problems, such as:
- How to reset your password
- Setting up email on your phone
- Reconnecting to a printer
- Basic troubleshooting for Teams and Outlook
6. What if my issue is urgent?
For urgent matters impacting multiple users or production, please note the urgency clearly in your request. You may also follow up with a phone call to the IT team if needed.
If you have additional questions, reach out to helpdesk@cascadeng.com. We're here to help!