Start with Service Desk

For Northstar office and frontline employees

For an IT issue or request, open the Service Desk app in MangoApps and submit a request. Service Desk is the example support route on this page; these Northstar details are fictional and must be confirmed before use.

Include the affected app or device, your work location, what you were trying to do, the exact error message, and when the issue began. Do not include your password or verification code. If you cannot access Service Desk, ask your manager to help you find the approved company support route.

Safe first checks

Try only checks that will not risk saved work, data, or account access.

First check
A device or app is not responding

If your work is saved and no update or installation is running, close and reopen the app. Restart the device only when it is safe to pause your work.

  • Save open work before closing an app or restarting.
  • If the problem returns, record the app name and the message you see.
  • Submit a Service Desk request if you cannot safely continue.
First check
A connection is unavailable

Check whether the device shows a network connection and whether other approved work apps also fail to connect. Use only a company-approved network.

  • Move to a location where your approved network is normally available, if practical.
  • Do not change network or security settings unless IT has instructed you to.
  • Tell Service Desk your work location and which apps are affected.
Stop if security is at risk
You cannot sign in

Check that you are using your own company account and that the username is entered correctly. Never share a password or verification code.

  • Do not repeatedly guess passwords or approve an unexpected sign-in prompt.
  • If you suspect someone else has access to your account, stop and report it through the approved support route.
  • Describe the sign-in error in Service Desk without including credentials.

What to include in a request

These details help the support team understand the issue and next action.

The response times and contact arrangements are not supplied here. Northstar must confirm them in its Service Desk app and support guidance before publication.

  1. 1

    Describe what happened

    Name the app, device, or service and the task you were doing. Copy the exact error text if one appeared.
  2. 2

    Add work context

    Include your work location, when the issue began, and whether it affects one person or a work group. Do not include passwords or verification codes.
  3. 3

    Follow up in Service Desk

    Use the request details and any available updates in the Service Desk app. Add new observations to the existing request when possible instead of creating duplicates.

Who owns this guidance

Owner

Northstar IT support team (fictional example).

Review cadence

The IT content owner should check this page whenever the Service Desk route, supported devices, or troubleshooting guidance changes, and at least quarterly as an example review cadence. Confirm the owner and cadence before publishing.

Help route

Use the Service Desk app for IT issues and requests. If you cannot access it, ask your manager to identify the approved alternative; no email address or phone number is supplied in this example.