IT Support, When You Need It

You can reset your network password anytime via the Corporate Password Self-Service Portal using your Staff ID and registered mobile number for OTP verification. If you're locked out or the portal is unavailable, submit a ticket under Account & Access or call the Service Desk Hotline for urgent resets. For security, IT staff will never ask you to share your password over phone, email, or this form.

Resolution times follow our SLA based on the priority you select: Critical issues are responded to within 1 hour, High within 4 hours, Medium within 1 business day, and Low within 3 business days. You'll receive your ticket reference immediately after submission, which you can quote when following up. Complex issues may take longer to fully resolve, but you'll be kept updated throughout.

Install the approved VPN client from the Software Centre on your corporate laptop, then launch it and log in with your usual network credentials plus your MFA app for the one-time code. If the VPN client is missing or won't connect, submit a ticket under Network & VPN and include any error messages you see. Personal devices are not permitted to connect to the corporate VPN under current policy.

First, try a hard restart by holding the power button for 10 seconds, then power on again and check for any error screens or beep codes. If the laptop still won't boot, submit a ticket under Hardware describing what happened just before the issue, with a photo of any error message if possible. Critical, business-impacting cases should also be phoned in to the Service Desk Hotline so a technician can be dispatched sooner.

Submit a ticket under Software / Application specifying the exact software name, version, and business justification; your manager may be asked to approve the request. Most standard, pre-approved software can be self-installed via the Software Centre without a ticket. Non-standard or licensed software requests typically take 2–3 business days for approval and installation.

Do not click any links, open attachments, or reply to the sender. Use the "Report Phishing" button in your email client if available, or submit a ticket under Security Incident and forward the email as an attachment so our security team can investigate. If you already clicked a link or entered any credentials, report it immediately so we can secure your account.

Submit a ticket under Account & Access stating the specific drive, folder, or application you need, along with your department and your manager's name for approval. Access requests are routed to the relevant data or system owner for sign-off before being provisioned. Most standard access requests are completed within 1–2 business days once approved.

Keep the ticket reference (format UOB-ITSD-YYYYMMDD-####) you received on submission — quote it when calling the hotline or replying to any ticket update email. This demo does not include a live ticket tracker; in the production system you would view status under "My Tickets" after logging in. For urgent updates, call the Service Desk Hotline and quote your reference.