Raise an IT Support Request

When Should I Submit a Ticket?

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Please submit a ticket for:

🛠 Incident Reporting

Report issues such as:

• Computer or laptop problems

• Software errors

• Microsoft 365 issues

• Email and Outlook problems

• Printer faults

• Network or connectivity issues

• Teams meeting or calling issues

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🔐 Access Requests

Request:

• Application access

• Shared mailbox access

• SharePoint permissions

• Distribution group membership

• Security group changes

• Additional system permissions

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💻 Service Requests

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Request:

• New equipment

• Software installation

• Hardware upgrades

• Mobile devices

• Peripheral devices

• Account changes

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📋 General IT Assistance

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If you're unsure who to contact or need general IT support, submit a ticket and we'll direct your request to the appropriate team.

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What Information Should I Include?

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Providing accurate information helps us resolve your request more quickly.

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Please include:

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Your Details

• Full name

• Department or team

• Contact number

• Location (if applicable)

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Issue Description

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Provide as much detail as possible, including:

• What the problem is

• When the issue started

• What you were doing when the issue occurred

• Any troubleshooting already completed

• Whether the issue affects only you or multiple users

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Error Messages

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If an error message is displayed:

• Include the exact wording

• Attach a screenshot where possible

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Business Impact

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Let us know how the issue is affecting your work:

• Unable to work

• Limited functionality

• Minor inconvenience

• General enquiry

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This helps us prioritise requests appropriately.

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Ticket Prioritisation

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High Priority

• Complete loss of service

• Business-critical system outages

• Major incidents affecting multiple users

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Medium Priority

• Degraded service

• Functionality issues affecting an individual user or team

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Low Priority

• General enquiries

• Information requests

• Non-urgent service requests

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Track Your Request

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Once your ticket has been submitted:

✅ You will receive a confirmation email

✅ A ticket reference number will be assigned

✅ You can monitor progress through the Service Portal

✅ Updates will be provided by the assigned technician

✅ You will be notified once the ticket has been resolved

 

Please quote your ticket number when contacting the Service Desk about an existing request.

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Before Submitting a Ticket

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Many common issues can be resolved by:

• Restarting your device

• Checking your internet connection

• Signing out and back into the application

• Installing pending updates

• Reviewing available knowledge base articles

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Checking these first may save time and get you back up and running faster.

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Emergency or Critical Issues

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If your issue is preventing you from working or is impacting multiple users, please contact the Service Desk directly in addition to submitting a ticket.

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Examples include:

• System outages

• Network failures

• Critical application failures

• Security incidents

• Suspected phishing attacks

• Account compromise concerns

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Submit Your Ticket

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Click the links below to create a new support request:

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Please provide as much information as possible to help us resolve your issue efficiently.

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Contact the Service Desk

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📧  Email: support@acs-norfolk.co.uk

📞  Phone: 01603 343435

🌐  Service Portal: Portal

       Submit a Ticket: Ticket

💬  Microsoft Teams: ACS Norwich

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Need Help Choosing the Right Request Type?

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If you're unsure whether your request is an incident, service request, or access request, simply submit a ticket with the details and our team will ensure it reaches the correct support group.