IT Help

Beginning Wednesday, May 13th, Hackensack Meridian Health’s IT Field Services and Help Desk functions will consolidate from a multi-vendor and team member service model to a single solution provider, NTT DATA Services.

The consolidation of our IT Field Services and Help Desks to a best in class partner will provide a new 24/7 Epic Service Desk staffed with qualified Epic specialists to address basic assistance needs for our Epic users, a 24/7 IT Service Desk aligned with industry best practices and a singular Field Service organization. Carrier Clinic team members will not change how they use the Help Desk and will transition to NTT DATA Services at a later date.

To prepare for the transition, below is an overview of what will and will not change going forward:

What Stays The Same

Contacting the IT Service Desk: Team members will call the same phone number(s) used today and log tickets using the current Footprints self-service portal. You can find a listing of those phone numbers and information on how to access Footprints here.
Who is Providing Field Service: Many current Field Service technicians will be joining NTT DATA as of May 13, ensuring continuity and institutional knowledge. Some locations will notice additional Field Services team members.

What’s New

EPIC Service Desk: Accessible from the same number as the IT Service Desk, this new 24/7 service will assist team members with the majority of basic requests (password resets, access issues, how-to questions and Citrix issues) pertaining to Epic. In addition to offering more directed services to our clinicians, the Epic Service Desk will allow the HMH Epic/Clinical Application team to focus on delivering new Epic features and functionality for the network.
LogMeIn: This tool will allow IT Service Desk and Epic Service Desk agents to connect remotely to your device with your permission. Available within and outside the HMH network, this tool will enable NTT DATA to move quickly to identify the issue and resolution without having to engage Field Services. You can find a LogMeIn instructional guide here.
Live Chat: You can use this new option, which allows users to engage in a live typed message chat with an IT Service Desk agent to get support for most technical needs. This feature will save time spent calling or logging a ticket with the IT Service Desk. Note: Live Chat will not support Epic or clinical application questions/issues. To view an instructional guide on accessing and using Live Chat, please click here.
OneLogin Password Reset Tool: Team members will be able to reset network passwords at any time through an online portal and/or mobile application without needing to contact the Service Desks, expediting the password reset process. To view an instructional guide on accessing and using this tool, click here.
FAQs that will answer many questions and details related to this transition are available here.

Service Desk

Access the Footprints Ticketing System (Internal link; requires VPN access)
Step-by step instructions for how to open a Footprints ticket (Internal link; requires VPN access)

EPIC Electronic Medical Record System

All team members and providers are required to complete assigned training (Internal link; requires VPN access) and pass an assessment before they receive access to Epic.

Find important information and updates relating to our EPIC system at the EPIC Resource Center. (Internal link; requires VPN access)

Working Remotely Tips

Call forwarding and remote voicemail access

In the event that you need to work remotely, we recommend that:

You forward your office phone to a cell or land line phone in the remote work location.
You familiarize yourself with how to remotely pick up your voicemail in the event that a voicemail message is left before you can forward your phone.

We have multiple phone systems in the network, each of which has a different way of forwarding the incoming calls and picking up voicemails. Please find your location in the grid below and click on the link for instructions regarding how to forward or remove call forwarding from your phone or pick up your voicemail.

You will note that for some locations, there are two systems. If you are in the office, you can determine which phone system you have by looking at your deskset which is labeled with the vendor name. If you are not in the office and don’t know your phone system, the help desk will be able to tell you which phone system your office phone number uses.

If you do not know your type of phone system or you have an issue with forwarding your phone or picking up voicemails, please contact the IT Service Desk.

How to access email and calendar from your phone

To retrieve emails on to your HMH issued phone, please go to the “Mail” application and click. In addition, you may download the Outlook application to access mail on your HMH issued phone. If you have a personal phone, it must be enrolled in the Airwatch program to allow you to access HMH mail on your phone. Please contact the IT Service Desk to get your phone enrolled in the program.
Microsoft Teams is the network-wide standard for workplace chat communication with individual and groups either in the office or from remote locations.
You can access a BlueJeans event by going to bluejeans.com and clicking on Join Meeting and entering the event number or follow our step-by-step instructions on how to use the BlueJeans application.

Security

The first step for you to take – or not take, actually – as an individual team member to prevent phishing attacks is to never click on unexpected and/or suspicious Web links or file attachments in emails. Learn how to spot an attack email used for a phishing attempt. (Internal link; requires VPN access)
Digest@HackensackMeridian.org (Internal link; requires VPN access) is part of our Proofpoint application to eliminate spam, and provides team members with a daily list of quarantined emails.
The Proofpoint email quarantine manager user guide provides step-by step instructions for managing spam and quarantined email.
The Duo mobile user guide includes step-by-step guidance for enrolling with Duo Security, as well as separate guides for using the app on both iPhone and Android devices.

External E-mails Flagged In Subject Line

This label serves as an additional reminder to proceed cautiously when opening external emails.