Contents

1 What’s happening? ................................................................................................................................................... 2

2 How do I get help? ................................................................................................................................................... 3
Chat.................................................................................................................................................................. 4
Email ................................................................................................................................................................ 5
Phone ............................................................................................................................................................... 6
3 Anything else? .......................................................................................................................................................... 7

TEL: +01 306 500 9077 | EMAIL: info@optek.ca

2555 Grasswood Rd #325, Corman Park, SK, Canada | w ww . op te k. c a
1 What’s happening?
The organization you work for is transitioning their IT support and services to Optek Solutions, a locally owned
company based out Saskatoon and operating all across Saskatchewan.
We at Optek believe that IT shouldn’t get in the way of day-to-day operations. As such, we move our clients to
cloud-based solutions and give them the flexibility & freedom to conduct business without the traditional
complexities. What does this mean for you?
We want to give you the stuff you need, whenever you need it.

TITLE: Points Athabasca

AUTHOR: Optek Solutions Page
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REVISION: 166
2 How do I get help?
As part of the onboarding process, each workstation gets a piece of software installed to help us help you with
any issue you may have. The software package provides some diagnostic tools that run in the background that
allows you to show us exactly what the issue is and lets us even take control and drive, if you let us.

Look for an icon like the one in the red circle above and click on it to bring up the support options available. You
will see a menu like the following:

TEL: +01 306 500 9077 | EMAIL: info@optek.ca

2555 Grasswood Rd #325, Corman Park, SK, Canada | w ww . op te k. c a
 Chat
To stay out of your way while you work and simplify the process of getting the support you need, we encourage
our clients to use the “chat” feature by clicking on the “Start chatting…” option of the support menu. When using
the chat, we don’t require you to provide any information about you or your workstation.
When you initiate a chat, our support analysts can see which workstation is sending the message, the current user
and any relevant information such as recent support requests & automatic alerts we receive when there’s an issue
to resolve.

If needed, our technicians can also quickly connect to the workstation and work with you to resolve the issue
directly.

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AUTHOR: Optek Solutions Page
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REVISION: 166
 Email
Another option available from the Support Tools menu is “Request Help…” which provides a means of submitting
an email ticket request, but including more information in the background to help us get started without needing
to bother you with an abundance of initial questions.
When you select this option, a form pops up for you. Simply fill in the subject of the request and a description of
the problem. All other contact information like your name, email, and phone number will be pre-populated with the
information we have on record for the computer that you’re using to submit the request.
If you have an error message or any kind of message you would like included, there a checkbox to allow you to
include an image of your screen with the request. Word of caution, the screen shot will include your entire desktop,
even if it spans multiple monitors. Please ensure windows or applications with confidential data are closed before
sending the request.

TEL: +01 306 500 9077 | EMAIL: info@optek.ca

2555 Grasswood Rd #325, Corman Park, SK, Canada | w ww . op te k. c a
 Phone
To call us phone (306) 500-9077.
While we do prefer to help our clients in the background, there are times when using the support tools might not
be an option. If your computer is functional and online, please try to use the chat or support requests. The added
information they provide will simplify your interaction with us and lead to helping you more quickly and easily.
That being said, we don’t use menus and complicated phone options. You’ll get a human being to talk to and they’ll
route your call to the right person if they can’t help you directly.

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AUTHOR: Optek Solutions Page
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REVISION: 166
3 Anything else?
Nope. That about covers it.
We’re excited to work with you and hope that though the changes we bring in might cause a bit of stress, the long
term benefits will make your work a better experience. If you have any questions, or would like additional
information about anything we’ve outlined, please reach out.

TEL: +01 306 500 9077 | EMAIL: info@optek.ca

2555 Grasswood Rd #325, Corman Park, SK, Canada | w ww . op te k. c a