SELF-SERVICE IT SUPPORT

Troubleshooting

Start with these basic checks for common IT issues. If the problem continues, submit a ServiceNow ticket with the details so IT can investigate and track the issue.

Security reminder: Never share your password or MFA verification code. Do not use another employee's account or bypass security controls to resolve an access issue. Follow Vertiv-approved procedures for account recovery and access requests.

Sign-in, password, or MFA issues

Use these steps if you cannot sign in to Microsoft 365, Okta, your computer, or another company application.

When signing in to Microsoft 365 apps such as Outlook, Teams, and OneDrive, use your Vertiv company account ending in @vertivco.com.
Double-check that you entered your full company email address correctly.
If prompted, complete MFA using your approved verification method.
If your password is rejected, MFA fails, or your account is locked, follow the approved account-recovery process.
If the issue continues, submit an IT ticket with the application name and exact error message. Never include your password or MFA code.

Account and sign-in help Add link →

Laptop or application problems

Try these steps if your laptop is running slowly, an application will not open, or a program is not responding.

Save your work whenever possible.
Close and reopen the affected application.
Restart your laptop if practical and permitted.
Check whether the problem affects one application or the entire device.
Include your device name, application name, error message, and when the issue started in your ticket.

Laptop and application help Add link →

Printer, network, or connectivity issues

Use these checks if you cannot print, connect to a network, or access a shared resource.

Check that the device is powered on and connected.
For printing, confirm that you selected the correct printer and check for visible paper or error indicators.
Check whether the issue affects only your device or nearby coworkers as well.
For shared drives or applications, note the resource name and any error message.
Do not unplug network equipment or change network settings unless authorized.

Printing and connectivity help Add link →

Requesting application or system access

If you need access to an application, shared resource, or additional permissions, submit a request through the approved company process.

Identify the application or resource you need.
Explain the business reason for the access.
Include the required role or permissions, if known.
Ask your manager to approve the request when required.
For applications with a separate access process, follow that process rather than submitting duplicate requests.

Application access request Add link →

Microsoft 365, email, or shared files

If Outlook, Teams, OneDrive, or a shared file is not working as expected, gather a few details before contacting IT.

Check whether you can access other Microsoft 365 services.
Confirm you are signed in with your Vertiv company account ending in @vertivco.com.
For a shared file or folder, record its name and location.
Note whether the issue occurs in the desktop application, browser, or both.
Include any error messages and the approximate time the issue occurred in your ticket.

Microsoft 365 help Add link →

STILL NEED HELP?

Let's get it documented.

Submit a ServiceNow ticket with a description of the issue, the affected device or application, any error messages, and the troubleshooting steps you have already tried.

Submit an IT Ticket ↗

NEED TIME WITH IT?

Schedule a support appointment.

For an issue that would benefit from a scheduled conversation, visit the appointments page. Please submit a ticket as well when the issue needs to be formally tracked.

View Appointments →