IT Help Desk Support for CORE Group Employees

CORE Group has a dedicated IT Help Desk Support to assist employees with their technology-related issues. Whether you need assistance with software, hardware, or any other IT-related matter, our Help Desk team is here to provide timely and effective solutions. For specific requests of adding software, please see the SOP for gaining access to current and new software below. 

Contact Methods:

1. Email: You can contact the Help Desk by sending an email to helpdesk@gowithcore.com. Please use Infosec@gowithcore.com for any new software requests or AI requests. 

   1. Subject: It is crucial to add a descriptive subject line to your email. This helps our Help Desk team quickly identify the nature of your request and prioritize it accordingly.
   2. Description: In the body of the email, provide a detailed description of the issue or assistance you require. What have you done to try to solve this, if applicable. The more information you provide, the better our Help Desk team can understand and address your needs effectively.
   3. Urgency: If your request requires immediate attention, please indicate the level of urgency in the email. Clearly communicate why the solution is needed urgently, enabling the Help Desk team to prioritize your request accordingly (See SLA below)
   4. Contact Information: Always include a call-back number (non-Zoom) in the email, ensuring that our Help Desk team can easily reach out to you for further clarification or assistance if needed

2. Corporate Signature Creation Tool: We offer a corporate signature creation tool that can be accessed by Clicking Here. This tool allows you to create a professional email signature that includes important contact information, making it easier for others to reach out to you when needed.

3. Phone: If you have an urgent issue that requires immediate attention, you can call the Help Desk at 512-828-6259. Please note that this number should only be used for urgent matters. For all non urgent matters, please use email.

4. Online Chat: Another convenient way to reach the Help Desk is through our online chat feature on gowithcore.com. When using the online chat, you may be asked to provide additional information to confirm your identity, particularly if you have reached out via phone or chat.

Service Level Agreements (SLAs)

To ensure efficient and timely resolutions, we have established Service Level Agreements (SLAs) for resolving support requests. The SLAs are as follows:

NOTE: A list of CORE's current software will linked here soon.

SOP for CURRENT Software

1. Please send any requests to your manager.
2. Managers will submit the request to infosec@gowithcore.com.
3. If approved, IT will connect with finance. Finance and the manager will confirm and sign off.
4. IT will complete an audit of the software and procedures and will then implement. 

SOP for NEW Software

1. Please send any requests to your manager.
2. Managers will submit the request to infosec@gowithcore.com.
3. If approved, IT will connect with finance. Finance and the manager will confirm and sign off.
4. IT will complete an audit of the software and procedures and will then implement. 

Knowledge Base for Low and Medium Severity Issues

Our Help Desk team is actively working on developing a comprehensive Knowledge Base that will serve as a self-service resource for low and medium-severity issues. This Knowledge Base will provide quick and easy-to-follow solutions for common technical problems and inquiries. Stay tuned for updates on its availability.

If you have any questions or need further clarification, don't hesitate to reach out to our Help Desk team. We are here to ensure that you receive the support you need to excel in your work.