How To Get Assistance with IT Services

IT HELPDESK PORTAL

All IT assistance requests should be submitted via the IT Helpdesk Portal:  https://helpdesk.pmc.com.

These online web forms apply to everything that IT supports, including reporting network issues, requesting new hardware or software, reporting an issue with printers or file servers and providing setup information for new hires.

The Helpdesk portal provides you visibility into your requests and clearer communication channels between you and the IT Helpdesk team. You can create new requests and see your existing requests in the portal.

HOW DO I SUBMIT A REQUEST?

Visit https://helpdesk.pmc.com. If you haven't already, create a username & password (see screenshot below). Remember to save this link to your Favorites for easy access.

If you currently use Jira for your work management, or if you have ever submitted a request via https://pmc.help (or its corresponding sub-portals such as the Product & Engineering Portal, the Design Portal, the Email Newsletters Portal or the Analytics Portal) you will already have a username and password and can log in using these same credentials.

After you register, you may end up back at the main PMC Request Portals homepage, in which case you can navigate to the IT Helpdesk Portal:

Navigate to the Request Form that matches closest to your request. Fill in all the details and add any attachments as applicable. You can always add comments with more information or additional attachments later.  You can also raise requests on behalf of someone else in your team by changing the ‘Raise this request on behalf of’ field to be their email address.

HOW DO I GET UPDATES ON MY REQUEST OR ADD MORE DETAIL?

After you submit a request, you’ll receive an email notification with all the details. Every time the person assigned to your request changes the status or adds a comment or question to the request you’ll also get an email notification. From this email you can either click through to the request again and see the full history, or you can reply directly to the notification to add a comment to the ticket. You may need to mark emails coming from this address as ‘not spam’ in your email client to make sure they don’t get missed.

Clicking through to your request also allows you turn off email notifications or share it with someone else on your team so that they also receive notifications.

If you have submitted multiple requests, or requests to other teams that you want to check on, you can see all of your requests via the ‘Requests’ link in the top right, and click through to ‘My Requests’. You can filter your requests based on status or request type.

WHAT ABOUT 911 EMERGENCIES?

For Emergencies that require critical attention such as a serious service outage affecting multiple people or directly affecting business performance or revenue (e.g. a publishing website outage), email 911@pmc.com to receive a response within 10 minutes. If you have an issue that only impacts your own account or computer, please submit a ticket in the IT Helpdesk Portal.

For Non-Emergency requests for IT assistance, submit a ticket by visiting http://helpdesk.pmc.com Common requests are for assistance with email, printing, desk phone, Highfive, VPN access, files access, Cybersecurity Training, Email Retention Policy, phishing scams, tech equipment, password reset, etc. Your ticket should include the urgency and importance to the business for IT to assign a priority.