1

Report : Positive Incident Feedback

Reference Class

Customer Feedback

C Ratingtxt Customer ID Logged By Closed By Resolve Text

F1087075 Incident Positive Joy.Harris Eamonn_Gillen Eamonn_Gillen Account has been unlocked**Call resolved by Eamonn_Gillen**

F1088288 Incident Positive Vicky.Cross Eamonn_Gillen Eamonn_Gillen Account has been unlocked**Call resolved by Eamonn_Gillen**

F1089323 Incident Positive justine.higgins Eamonn_Gillen Eamonn_Gillen How to raise a Non Standard Service Request**Call resolved by Eamonn_Gillen**

F1091237 Incident Positive sydney.jones Eamonn_Gillen Eamonn_Gillen Account has been unlocked, the password has been reset**Call resolved by Eamonn_Gillen**

F1091350 Incident Positive really helpful and resolved the situation immediately.

Vivien.McMillan Eamonn_Gillen Eamonn_Gillen No access to an encrypted drive on non Essex machines. Password had not been set. Customer created password. This should now work on non Essex machines.**Call resolved by Eamonn_Gillen**

F1094178 Incident Positive Lisa.Vagg Eamonn_Gillen Eamonn_Gillen Recall an email - Open email in sent items, in move click actions, Recall Email is one of the options.**Call resolved by Eamonn_Gillen**

F1096458 Incident Positive Phone answered immediately and Eamonn was very helpful, thank you

CarolAnne.Marsh Eamonn_Gillen Eamonn_Gillen Name: CarolAnne.Marsh Contact: Location: The Knares Availability: Asset: ESXL1027653 Problem: Unable to access Internet - Connections have been checked. Laptop has been rebooted with no effect, ATX reset done. Different server on Lync picked whi >>>

F1099945 Incident Positive Thank you! Friendly, helpful and quick

hannah.salisbury Eamonn_Gillen Eamonn_Gillen The following account requires a password reset: hannah.salisbury**Call resolved by Eamonn_Gillen**

F1104041 Incident Positive Thank you for hte quick response

Donna.Holden Eamonn_Gillen Eamonn_Gillen The following account is locked out:- donna.holden**Call resolved by Eamonn_Gillen**

F1104251 Incident Positive Superb support, very helpful - Thank you!

Denise.Free Eamonn_Gillen Eamonn_Gillen Windows & Outlook are generally running slowly, I have rebooted the Laptop & remoted in. I have deleted the Outlook profile & restarted Outlook. This appears to have speeded the Laptop up.**Call resolved by Eamonn_Gillen**

F1115902 Incident Positive Excellent Barbara.Staddon Eamonn_Gillen Eamonn_Gillen Problem printing, there are 2 copies of the printer on the system, however on after clearing the Printer Spool & rebooting, this appears to have corrected the problem.**Call resolved by Eamonn_Gillen**

F1116996 Incident Positive excellent service thank you :) Linda.Cashman Eamonn_Gillen Eamonn_Gillen Word was hanging after attempting to open a PDF file embedded within a doc. As Word would not respond to any of the options in the popup box, I closed Word via Task Manager. Word now appears to be working okay.**Call resolved by Eamonn_Gillen**

F1117499 Incident Positive The service was excellent veronica.laflin Eamonn_Gillen Eamonn_Gillen The following account is locked out:- veronica.laflin Outlook was asking for credentials , but Veronicas account needed a password

change, which when done sorted the problem.**Call resolved by Eamonn_Gillen (switched in group context)**

2

F1133215 Incident Positive Angela.Smith Eamonn_Gillen Eamonn_Gillen Angela.Smith account unlocked**Call resolved by Eamonn_Gillen (switched in group context)**

F1141918 Incident Positive Excellent support thank you for sorting this out so quickly.

Carole.Short Eamonn_Gillen Eamonn_Gillen Carole has permission problem on excel files & not being able to edit them. Her permissions have been changed as she was in the wrong security group.**Call resolved by Eamonn_Gillen**

F1142053 Incident Positive Joanne.Fenton Eamonn_Gillen Eamonn_Gillen Calendar in Outlook was not updating. The OST was at fault & after trying to recreate it, It was decided that creating a new profile was the better route to take. Outlook has been checked & appears to be okay. If there are any problems Joanne will be >>>

F1142264 Incident Positive Very helpful and talked me through what was going on so that I understood what was happening.

moira.oshea2 Eamonn_Gillen Eamonn_Gillen Moira could not save an Excel spreadsheet due to a formatting error on another speadsheet. I have restored a previous version after renaming the old one & copying the missing data over. This has been saved & though the formatting error still comes up >>>

F1142779 Incident Positive Good understanding of my dislike of computers, the advice given was at a level I could understand, thanks.

Peter.Nutland Eamonn_Gillen Eamonn_Gillen Customer has contacted Service Desk to report that the Incident has been resolved.**Call resolved by Eamonn_Gillen**

F1143739 Incident Positive Thanks very much - problem resolved with great support

terri.bell Eamonn_Gillen Eamonn_Gillen Terri does not have acces to the Registry Office - Braintree LA mailbox. A Service request had been raised (F1125748) & permissions had been checked. The Registry Office - Braintree LA mailbox has an alias of Registry Office & Terri has been granted >>>

F1143845 Incident Positive Very helpful, prompt and reassuring service - thank you.

gwen.rowan Eamonn_Gillen Eamonn_Gillen Missing folder on Teamshare Drive Another folder looks to have been created in the place where the missing folder had been (numbered 06 Finance) - The missing folder was restored using a previous version.**Call resolved by Eamonn_Gillen (switched in >>>

F1144361 Incident Positive Phones answered & problem resolved quickly

Liz.Webber Eamonn_Gillen Eamonn_Gillen Resumed from Hibernation - Rebooted & changed password.**Call resolved by Eamonn_Gillen (switched in group context)**

F1145135 Incident Positive Beverley.Kruppa Eamonn_Gillen Eamonn_Gillen Needed to know Information champion in order to complete Service request. Info found on Intranet.**Call resolved by Eamonn_Gillen (switched in group context)**

F1145386 Incident Positive very efficient and friendly Philippa.Goodwin2 Eamonn_Gillen Eamonn_Gillen Laptop not booting, LED's are on but there is no display. ATX reset has been done & Laptop rebooted. This appears to have resolved the issue.**Call resolved by Eamonn_Gillen (switched in group context)**

F1145997 Incident Positive Issue was resolved quickly and Eamonn was very polite and explained what was happening throughout the process.

Melissa.Smith Eamonn_Gillen Eamonn_Gillen Customer has contacted Service Desk to report that the Incident has been resolved.**Call resolved by Eamonn_Gillen (switched in group context)**

F1146985 Incident Positive susan.tuhill Eamonn_Gillen Eamonn_Gillen The following account is locked out:- susan.tuhill**Call resolved by Eamonn_Gillen**

3

F1147226 Incident Positive It took some time to sort out but Eamonn and a couple of his team members who he referred to mangaged to restore the files f

donna.bailey Eamonn_Gillen Eamonn_Gillen Folder recovered from previous version.**Call resolved by Eamonn_Gillen**

F1148312 Incident Positive Very helpful and resolved my issue on the phone. Thanks.

melissa.huggins Eamonn_Gillen Eamonn_Gillen No Network connection via cable. WiFi was working, so switched off WiFi & checked cable then rebooted. Network connection worked after reboot. I will mark incident as resolved, Melissa will call ESD if the issue returns in the next week.**Call resolv >>>

F1148504 Incident Positive lucy.sommerville Eamonn_Gillen Eamonn_Gillen Folder in Outlook missing. Folder was found & moved back to its original position.**Call resolved by Eamonn_Gillen**

F1148574 Incident Positive Rachel.Sismey Eamonn_Gillen Eamonn_Gillen The following account requires a password reset: rachel sismey**Call resolved by Eamonn_Gillen**

F1148719 Incident Positive fantastic help and very friendly

Michelle.Hope Eamonn_Gillen Eamonn_Gillen Customer has contacted Service Desk to report that the Incident has been resolved.**Call resolved by Eamonn_Gillen (switched in group context)**

F1149029 Incident Positive Waiting for Maria to try and gain access.

Linda.Benfield Eamonn_Gillen Eamonn_Gillen Linda gave Maria.Gilby2 Delegate access to Outlook, but Maria could not see her emails. I set Marai's access to Editor so that she could see & the forward emails.**Call resolved by Eamonn_Gillen (switched in group context)**

F1149039 Incident Positive Thank you Eamon for solving my problem with such good humour

linda.blackburn Eamonn_Gillen Eamonn_Gillen The following account is locked out:- linda.blackburn**Call resolved by Eamonn_Gillen (switched in group context)**

F1149068 Incident Positive Very helpful. I was under pressure to meet an urgent minute taking deadline when my laptop froze. After calling IT they deal

Nicola.Allen Eamonn_Gillen Eamonn_Gillen Laptop frozen with black screen. ATX reset done & then rebooted, tested with Outlook, all working okay.**Call resolved by Eamonn_Gillen (switched in group context)**

F1149906 Incident Positive Eammon was very helpful and considerate, solving the issue of connectivity, which would have caused me lots of problems as I

sue.parker2 Eamonn_Gillen Eamonn_Gillen I have called Sue & the laptop appears to be running okay.**Call resolved by Eamonn_Gillen**

F1149950 Incident Positive I found Eamonn very professional, polite and helpful. Thank you very much.

Gillian.Hanfrey Eamonn_Gillen Eamonn_Gillen Unable to save scanned PDF's to Teamshare folder. The problem appears to be the lenght of the path to the folder, this was confirmed by saving the file to the Desktop & then a level up on the path. There was no error message when initially saving, th >>>

F1150078 Incident Positive Eamonn was avery friendly and helpful person and solved the problem quickly

john.meehan Eamonn_Gillen Eamonn_Gillen Could not save to Teamshare, capacity looked okay, all appears to be working now after reboot.**Call resolved by Eamonn_Gillen**

F1151735 Incident Positive Very quick and efficient service!

Jeffrey.Lewington Eamonn_Gillen Eamonn_Gillen The following account is locked out:- Jeffrey.Lewington**Call resolved by Eamonn_Gillen (switched in group context)**

F1152092 Incident Positive Eamonn was helpful and patient and resolved our issue - Gold star!

Julie.Searles Eamonn_Gillen Eamonn_Gillen Java update for Oracle was needed. Java update was run & Oracle is working okay.**Call resolved by Eamonn_Gillen (switched in group context)**

4

F1152684 Incident Positive Darryl.Mattin Eamonn_Gillen Eamonn_Gillen The following account is locked out:- Darryl.Mattin**Call resolved by Eamonn_Gillen (switched in group context)**

F1153695 Incident Positive Eamonn Gillen was very patient, and very supportive. I can now access Swift from home. Many Thanks.

Vera.Gyamfi Eamonn_Gillen Eamonn_Gillen Problem accessing Swift from Home. Vera has had J-Initiator installed & is accessing Swift via the Intranet link. The Citrix link was used & this appears to be working okay.**Call resolved by Eamonn_Gillen**

F1155999 Incident Positive Quickly sorted mick.gurden Eamonn_Gillen Eamonn_Gillen Customer has contacted Service Desk to report that the Incident has been resolved.**Call resolved by Eamonn_Gillen**

F1156239 Incident Positive Alison.McDonald Eamonn_Gillen Eamonn_Gillen Customer requires to have a drive mapped to their profile. Mapped the drive specified by the customer to their profile via My Computer > Tools > Map Network Drive. Opened the mapped drive afterwards to confirm that it mapped successfully.**Call res >>>

F1156455 Incident Positive Great help and friendly too! hannah.davis Eamonn_Gillen Eamonn_Gillen The following account is locked out:- hannah.davis**Call resolved by Eamonn_Gillen (switched in group context)**

F1157731 Incident Positive Really helpful and chatty :-) sue.dakin Eamonn_Gillen Eamonn_Gillen The following account requires a password reset: sue.dakin**Call resolved by Eamonn_Gillen**

F1158422 Incident Positive very quick and he was extremely helpful including checking whether i was on a Lync phone as the call would be terminated whe

Catherine.Tucker Eamonn_Gillen Eamonn_Gillen GPUpdate run to fix background on Catherine's Laptop. All okay after reboot.**Call resolved by Eamonn_Gillen (switched in group context)**

F1161628 Incident Positive Louise.Murdoch selfservice Eamonn_Gillen GALContacts files were copied & pasted. Lync was restarted & is working okay.**Call resolved by Eamonn_Gillen (switched in group context)**

F1162327 Incident Positive karen.baker Eamonn_Gillen Eamonn_Gillen The following account is locked out:- karen.baker**Call resolved by Eamonn_Gillen (switched in group context)**

F1165636 Incident Positive Jane.Dinnes Eamonn_Gillen Eamonn_Gillen The following account is locked out:- Jane.Dinnes**Call resolved by Eamonn_Gillen**

F1165655 Incident Positive Leanda.Cable Eamonn_Gillen Eamonn_Gillen Files were accidentally deleted, but were not in the Recycle Bin. I have restored them using Previous Version in Properties.**Call resolved by Eamonn_Gillen**

F1166053 Incident Positive Eamonn_Gillen was polite, friendly and effecient

Danny.Canning Eamonn_Gillen Eamonn_Gillen IE9 Internet problem - GPUpdate run & tested, all working okay.**Call resolved by Eamonn_Gillen (switched in group context)**

F1166231 Incident Positive excellent and so quick and knowledgeable

Gillian.Thomas Eamonn_Gillen Eamonn_Gillen Gillian has called back & I have remoted onto Gillian's Laptop. The second automatic out of office email had been set up in the rules section of Out of Office. Unticking the apply rules has remove the second automatic reply. This has been tested & is >>>

F1166878 Incident Positive Thanks Debbie.McDonald Eamonn_Gillen Eamonn_Gillen The following account requires a password reset: Debbie.McDonald**Call resolved by Eamonn_Gillen**

F1167056 Incident Positive Excellent Service Marius.Cronje2 Eamonn_Gillen Eamonn_Gillen Customer has contacted Service Desk to report that the Incident is resolved.**Call resolved by Eamonn_Gillen (switched in group context)**

F1167334 Incident Positive Very Helpful Kylie.Turner2 Eamonn_Gillen Eamonn_Gillen Lost copy of Timesheet, restore copy from previous version.**Call resolved by Eamonn_Gillen (switched in group context)**

5

F1167434 Incident Positive Eamonn was very efficient and resolved my issue. However my initial call to the service desk was answered by someone else, w

Jackie.Donaghy Eamonn_Gillen Eamonn_Gillen Corrupted OST file, renamed corrupted OST & rebuilt. Outlook started & is working okay.**Call resolved by Eamonn_Gillen (switched in group context)**

F1167523 Incident Positive lauren.chapman Eamonn_Gillen Eamonn_Gillen Customer has contacted Service Desk to report that the Incident is resolved.**Call resolved by Eamonn_Gillen (switched in group context)**

F1167839 Incident Positive The person who helped me - Eamon? - was very friendly and stayed connected to make sure everything was working once the chan

marilyn.edwards Eamonn_Gillen Eamonn_Gillen IE9 install, Google was tested & working okay.**Call resolved by Eamonn_Gillen**

F1167849 Incident Positive graham.hughes Laura_Smee Eamonn_Gillen Customer reports that the issue is resolved**Call resolved by Eamonn_Gillen**

F1168273 Incident Positive Very helpful Marion.Wynn Eamonn_Gillen Eamonn_Gillen Screensaver is active when it should be set not to lock out. Registry has been edited so that the Screen Saver is disabled.**Call resolved by Eamonn_Gillen**

F1168442 Incident Positive Eammon was very helpful and the problem was resolved the same day.

linda.day Eamonn_Gillen Eamonn_Gillen Customer reports the the issue is resolved.**Call resolved by Eamonn_Gillen (switched in group context)**

F1168914 Incident Positive Incident resolved and internet is fully functioning now. Well supported by the attending staff - Eammon

Mosunmola.Ikuesan

Eamonn_Gillen Eamonn_Gillen No Internet access after IE9 install. GPUpdate has been run. PC has been logged off & logged back on. IE9 tested with accessing Google & is working okay.**Call resolved by Eamonn_Gillen**

F1169244 Incident Positive mark.parbury Eamonn_Gillen Eamonn_Gillen Mapped Network Drive & Printer.**Call resolved by Eamonn_Gillen (switched in group context)**

F1169309 Incident Positive elisabeth.sillett selfservice Eamonn_Gillen Customer has contacted Service Desk to report that the Incident is resolved.**Call resolved by Eamonn_Gillen**

F1169772 Incident Positive Really quick and helpful thank you.

megan.brooking Eamonn_Gillen Eamonn_Gillen The following account requires a password reset: megan.brooking**Call resolved by Eamonn_Gillen**

F1169963 Incident Positive candida.awoh Eamonn_Gillen Eamonn_Gillen The following account is locked out:- candida.awoh**Call resolved by Eamonn_Gillen (switched in group context)**

F1169997 Incident Positive Fast service - Eamon had great customer service skills.

Paul.Tarling selfservice Eamonn_Gillen GPUpdade run, this has resolved the issue. Tested by accessing the BBC website.**Call resolved by Eamonn_Gillen (switched in group context)**

F1170098 Incident Positive this person was knowledgable helpful, polite and friendly . really pleased with the help i recieved

joanne.bolton Eamonn_Gillen Eamonn_Gillen Printer was stalled on 2 jobs at Joanne's end, checking on the Server side there was no problems or jobs in the queue. I asked Joanne to reboot the Desktop, the printer was not there, so I remapped the printer & tested, all working okay.**Call resolv >>>

F1170374 Incident Positive Kerry.Burgess selfservice Eamonn_Gillen Customer has contacted Service Desk to report that the Incident is resolved.**Call resolved by Eamonn_Gillen**

F1171191 Incident Positive Very prompt and efficient service; thank you..........

Jane.Gardner Eamonn_Gillen Eamonn_Gillen The following account is locked out:- Jane.Gardner**Call resolved by Eamonn_Gillen**

6

F1171226 Incident Positive Very efficient, friendly and problem resolved. thank you

Kathy.Peacock selfservice Eamonn_Gillen No Internet access after IE9 install. GPUpdate has been run. PC has been logged off & logged back on. IE9 tested with accessing Google & is working okay.**Call resolved by Eamonn_Gillen**

F1171384 Incident Positive Quick and efficient resolution. pauline.kingsley Eamonn_Gillen Eamonn_Gillen Windows would not shut down properly from the Start Menu, it would go into hibernation but not require a password. An ATX reset was done & appears to have cured the problem.**Call resolved by Eamonn_Gillen**

F1171602 Incident Positive Kelly.Hadley2 Eamonn_Gillen Eamonn_Gillen Customer has contacted Service Desk to report that the Incident is resolved.**Call resolved by Eamonn_Gillen**

F1172055 Incident Positive Tony.Amie Eamonn_Gillen Eamonn_Gillen Password changed, now able to log on.**Call resolved by Eamonn_Gillen**

F1172068 Incident Positive Eamon was very helpful & friendly, fixed the problem quickly. Many thanks.

meriel.kennedy Eamonn_Gillen Eamonn_Gillen No Internet access after IE9 install. GPUpdate has been run. PC has been logged off & logged back on. IE9 tested with accessing Google & is working okay.**Call resolved by Eamonn_Gillen**

F1172207 Incident Positive A very quick friendly efficient service. Thank you

Jenny.Blanch Eamonn_Gillen Eamonn_Gillen The following account is locked out:- Jenny.Blanch**Call resolved by Eamonn_Gillen**

F1172217 Incident Positive Valerie.Tinker Eamonn_Gillen Eamonn_Gillen The following account requires a password reset: Valerie.Tinker**Call resolved by Eamonn_Gillen**

F1172225 Incident Positive Nova.Hardway Eamonn_Gillen Eamonn_Gillen The following account is locked out:- Nova.Hardway**Call resolved by Eamonn_Gillen**

F1172501 Incident Positive Great helpful service as usual suzanne.jones Eamonn_Gillen Eamonn_Gillen The following account is locked out:- suzanne.jones**Call resolved by Eamonn_Gillen**

F1172858 Incident Positive very quick responce Sharon.Carroll Eamonn_Gillen Eamonn_Gillen The following account is locked out:- Sharon.Carroll**Call resolved by Eamonn_Gillen**

F1173024 Incident Positive victoria.peacey Eamonn_Gillen Eamonn_Gillen Customer has contacted Service Desk to report that the Incident is resolved.**Call resolved by Eamonn_Gillen (switched in group context)**

F1173070 Incident Positive Delivery of replacement mouse within the day - very good!

carol.roman1 selfservice Eamonn_Gillen Replacement Mouse put in Internal Post**Call resolved by Eamonn_Gillen (switched in group context)**

F1173092 Incident Positive First time in ages had received good service and resolved issues. Thank you!!

matthew.tiller Eamonn_Gillen Eamonn_Gillen No connection to Internet, network connection is okay, as is Intranet. Have run "ipconfig /flushdns", "gpupdate /force" rebooted & run "ipconfig /registerdns". Tested IE& it all seems to be working okay.**Call resolved by Eamonn_Gillen**

F1173536 Incident Positive Joanne.Costello Eamonn_Gillen Eamonn_Gillen C:\ Drive was running out of space. Deleted Temp files ect also deleted 18GB OST file & emptied Recycle Bin.**Call resolved by Eamonn_Gillen**

F1173537 Incident Positive Very helpful thank you sue.brown2 Eamonn_Gillen Eamonn_Gillen No connection whilst working from home. Laptop & Router have been restarted. Outlook appears to be working. Sue is using a dongle from her own PC & this seems to have been the problem. Because the Router is in an old house with thick walls, Sue will >>>

F1173670 Incident Positive Efficient professional service provided by Eamonn (I called him Aiden, all the way thorugh the call, apologies it was a bad

Theresa.Glenister Eamonn_Gillen Eamonn_Gillen Laptop frozen, reboot corrected error**Call resolved by Eamonn_Gillen**

7

F1173984 Incident Positive Issue resolved immediately Craig.ShaftainFenner

Eamonn_Gillen Eamonn_Gillen Craig received an email with a link to a Teamshare OneNote file. The link mapped to the G: Drive, however on Craig's profile the Teamshare drive was mapped as J:. I have opened the file from within OneNote drilling down through the J: drive.**Call re >>>

F1175106 Incident Positive Efficient and friendly service. malebo.boshiane5 Eamonn_Gillen Eamonn_Gillen The following account is locked out:- malebo.boshiane5**Call resolved by Eamonn_Gillen (switched in group context)**

F1175347 Incident Positive Friendly, efficient, fast hesther.marshall Eamonn_Gillen Eamonn_Gillen The following account is locked out:- hesther.marshall**Call resolved by Eamonn_Gillen (switched in group context)**

F1175742 Incident Positive Joanne.Costello Eamonn_Gillen Eamonn_Gillen Problem with Word. Word Error was that Normal.dotm was corrupted & needed to be replaced. Error box would not accept any input, forced a shutdown of Word & then restarted it from within the application. No errmessages were seen & Word appears to be w >>>

F1176283 Incident Positive Oliver.Newton Eamonn_Gillen Eamonn_Gillen The following account is locked out:- Oliver.Newton**Call resolved by Eamonn_Gillen**

F1176288 Incident Positive prompt response, thanks Sarah.smith3 Eamonn_Gillen Eamonn_Gillen The following account is locked out:- Sarah.smith3**Call resolved by Eamonn_Gillen**

F1176329 Incident Positive craig.mitchell Eamonn_Gillen Eamonn_Gillen The following account is locked out:- craig.mitchell**Call resolved by Eamonn_Gillen**

F1176688 Incident Positive Karly.Jarvis Eamonn_Gillen Eamonn_Gillen Mapped Network Printer & tested with Test print.**Call resolved by Eamonn_Gillen**

F1177148 Incident Positive To confirm that I received excellent support from help desk and my incident was resolved.

Judy.Loades Eamonn_Gillen Eamonn_Gillen Outlook Calendar was showing entries as busy to all of Judy's colleagues. The permission was changed for all users of Judy's Calendar to Full Details. This has been tested & is okay.**Call resolved by Eamonn_Gillen**

F1177270 Incident Positive Amon gillen was very helpfull and resolved the issue

Tina.Johnson Eamonn_Gillen Eamonn_Gillen Printer Mapped & tested**Call resolved by Eamonn_Gillen**

F1177689 Incident Positive Thank you for such a prompt polite response!!

Sally.Hewes Eamonn_Gillen Eamonn_Gillen The following account is locked out:- Sally.Hewes**Call resolved by Eamonn_Gillen (switched in group context)**

F1177839 Incident Positive Very helpful - resolved the login issue immediately

Hilary.Rogers Eamonn_Gillen Eamonn_Gillen The following account is locked out:- Hilary.Rogers**Call resolved by Eamonn_Gillen**

F1177945 Incident Positive Efficient and friendly staff Christi-Ann.Woodall

Eamonn_Gillen Eamonn_Gillen Outlook asking for password - Login done, now Christi can access Inbox.**Call resolved by Eamonn_Gillen**

F1177972 Incident Positive Excellent help- thankyou Val.Butler Eamonn_Gillen Eamonn_Gillen The following account is locked out:- Val.Butler - Password need changing - Credentials box came up when accessing Intranet.**Call resolved by Eamonn_Gillen**

F1178364 Incident Positive Eamonn quickly re-connected me Q - How can we ring you to say we have been logged out if we cannot get onto the Lync system

Linda.Hudson Eamonn_Gillen Eamonn_Gillen The following account is locked out:- Linda.Hudson**Call resolved by Eamonn_Gillen**

F1178463 Incident Positive Support was quick, really comprehensive and well explained. And friendly too. Thank you.

june.woolerton2 Mark_Devine Eamonn_Gillen Fax machine appears top be working okay. Problem was related to the Brentwood Fax machine F1178840.**Call resolved by Eamonn_Gillen (switched in group context)**

8

F1178467 Incident Positive Tom.Day Eamonn_Gillen Eamonn_Gillen Problem opening Onenote. Cache folder & Cache file have been renamed with the prefix OLD & Onenote restarted. File & folder has been recreated & Onenote appears to be working okay.**Call resolved by Eamonn_Gillen**

F1178904 Incident Positive Suzanne.Wilcock Eamonn_Gillen Eamonn_Gillen Password had been changed on router, Advised how to rest on Laptop.**Call resolved by Eamonn_Gillen**

F1178959 Incident Positive rebecka.champion Eamonn_Gillen Eamonn_Gillen Rebecka could not send as the mailbox haveyour.sayscf@essex.gov.uk, this was due to it being set as haveyoursay@essex.gov.uk. I have deleted this entry & replaced it with the correct emaiol address haveyour.sayscf@essex.gov.uk. This has been tested & >>>

F1179127 Incident Positive Alison.Shaw Eamonn_Gillen Eamonn_Gillen The following account is locked out:- Alison.Shaw**Call resolved by Eamonn_Gillen**

F1179221 Incident Positive good Helen.Ferguson Eamonn_Gillen Eamonn_Gillen Problem with Terms showing a Runtime Error. I have reset Helen & three of her colleagues & this appears to have resolved the issue.**Call resolved by Eamonn_Gillen**

F1179608 Incident Positive Eamon was very helpful - thanks.

Denise.Abel Eamonn_Gillen Eamonn_Gillen No Internet access after IE9 install. Rolled back to IE8 & GPUpdate has been run. PC has been logged off & logged back on. IE8 tested with accessing Google & is working okay.**Call resolved by Eamonn_Gillen**

F1179613 Incident Positive Very helpful, polite and friendly. Prompt response and issue quickly resolved.

Gay.Stone Eamonn_Gillen Eamonn_Gillen Outlook Credentials problem, applied Outlook fix, now working okay.**Call resolved by Eamonn_Gillen**

F1179625 Incident Positive Bob.Sollars Eamonn_Gillen Eamonn_Gillen Hi Bob, Thanks for the update, as there was no Malware detected during the Scan, I will close this Incident. Could I suggest that you contact the sender of the links & ask them to send them again. Regards, Eamonn Gillen Essex Service Desk >>>

F1179869 Incident Positive Thanks. chris.boursnell Eamonn_Gillen Eamonn_Gillen Resolved as part of F1179855 & F1179967.**Call resolved by Eamonn_Gillen**

F1179870 Incident Positive Annette.Chan Eamonn_Gillen Eamonn_Gillen Resolved as part of F1179855 & F1179967.**Call resolved by Eamonn_Gillen**

F1180005 Incident Positive Very helpful and patient with a sense of humour late on a Friday afternoon was much appreciated

Sally-Anne.Turnbull

Eamonn_Gillen Eamonn_Gillen The following account requires a password reset: Sally-Anne.Turnbull**Call resolved by Eamonn_Gillen**

F1180169 Incident Positive very quick and efficient service

Sue.Drummond Eamonn_Gillen Eamonn_Gillen The following account is locked out:- Sue.Drummond**Call resolved by Eamonn_Gillen**

F1180181 Incident Positive Rosalynn.Tiller Eamonn_Gillen Eamonn_Gillen The following account is locked out:- Rosalynn.Tiller**Call resolved by Eamonn_Gillen**

F1180187 Incident Positive Very efficient lynsey.pinnington Eamonn_Gillen Eamonn_Gillen The following account requires a password reset: lynsey.pinnington**Call resolved by Eamonn_Gillen**

F1180209 Incident Positive Sandra.Stratford Eamonn_Gillen Eamonn_Gillen Muliple problems with printing & password issues resolved with a reboot.**Call resolved by Eamonn_Gillen**

F1180270 Incident Positive Great, very swiftly resolved David.Godfrey Eamonn_Gillen Eamonn_Gillen The following account requires a password reset: David.Godfrey**Call resolved by Eamonn_Gillen**

9

F1180412 Incident Positive Very quick response, excellent service.

Jean.Donovan Eamonn_Gillen Eamonn_Gillen Citrix shortcut for access from home placed on Desktop & tested.**Call resolved by Eamonn_Gillen (switched in group context)**

F1180415 Incident Positive Brilliant service, as usual Jean.Donovan Eamonn_Gillen Eamonn_Gillen Citrix shortcut for access from home placed on Desktop & tested.**Call resolved by Eamonn_Gillen (switched in group context)**

F1180421 Incident Positive Brilliant service as usual Jean.Donovan Eamonn_Gillen Eamonn_Gillen Citrix shortcut for access from home placed on Desktop & tested.**Call resolved by Eamonn_Gillen (switched in group context)**

F1180769 Incident Positive paul.frainer Eamonn_Gillen Eamonn_Gillen Customer reports that issue is resolved**Call resolved by Eamonn_Gillen**

F1180795 Incident Positive Efficient and speedy resolve on the issue thanks

Alison.Barnes Eamonn_Gillen Eamonn_Gillen The following account requires a password reset: Alison.Barnes**Call resolved by Eamonn_Gillen**

F1180855 Incident Positive Thank you great help Mary.Crabb Eamonn_Gillen Eamonn_Gillen Printer mapped & tested**Call resolved by Eamonn_Gillen**

F1180906 Incident Positive paula.ward Eamonn_Gillen Eamonn_Gillen Restored an earlier version of Excel Spreadsheet - Checked & working okay.**Call resolved by Eamonn_Gillen**

F1181261 Incident Positive Michala.Wall Eamonn_Gillen Eamonn_Gillen Trackpad not working, re-enabled using Fn+F5**Call resolved by Eamonn_Gillen**

F1181373 Incident Positive Very quick and helpful. Thank you :)

Lucy.Lamb Eamonn_Gillen Eamonn_Gillen The following account requires a password reset: Lucy.Lamb**Call resolved by Eamonn_Gillen**

F1181394 Incident Positive Ryan.Bainbridge Eamonn_Gillen Eamonn_Gillen The following account is locked out:- Ryan.Bainbridge**Call resolved by Eamonn_Gillen**

F1181486 Incident Positive Thanks! Clare.Taylor Eamonn_Gillen Eamonn_Gillen The following account is locked out:- Clare.Taylor**Call resolved by Eamonn_Gillen**

F1181569 Incident Positive Eamonn was very helpfull and resovled my issues

joanne.addison Eamonn_Gillen Eamonn_Gillen The following account requires a password reset: joanne.addison**Call resolved by Eamonn_Gillen (switched in group context)**

F1181693 Incident Positive clear communication, and equipment now responding

donna.hutcherson Eamonn_Gillen Eamonn_Gillen Printer Mapped & tested.**Call resolved by Eamonn_Gillen (switched in group context)**

F1182052 Incident Positive Very happy with the service I received, especially as it was late Friday afternoon. Many thanks for your help!

tim.bartlett Eamonn_Gillen Eamonn_Gillen Access database after editing showed that it was 0kb big. Copied over a previous version suffixed with (2) so as not to overwrite the original.**Call resolved by Eamonn_Gillen**

F1182181 Incident Positive promptly and efficiently dealt with the problem.

Pauline.Davis Eamonn_Gillen Eamonn_Gillen Problem with Laptop boot, reboot corrected error.**Call resolved by Eamonn_Gillen**

F1182744 Incident Positive Sorted my issue quickly. Tom.Brannon Eamonn_Gillen Eamonn_Gillen IE9 install - Install done & tested okay**Call resolved by Eamonn_Gillen**

F1182885 Incident Positive Thank you for you courteous and prompt help. Zofia Everett

Zofia.Everett Eamonn_Gillen Eamonn_Gillen The following account is locked out:- Zofia.Everett**Call resolved by Eamonn_Gillen**

F1182886 Incident Positive Very helpful Gay.Stone Eamonn_Gillen Eamonn_Gillen Lost in Excel, found & moved back to correct position.**Call resolved by Eamonn_Gillen**

10

F1183072 Incident Positive Took a while for the phone to be connected but once it was the service was extremely good. Issue resolved by a very pleasan

Pauline.Tyson Eamonn_Gillen Eamonn_Gillen Silverlight & survey web site reporting errors. IE9 is installed & I have run a GPUpdate. This appears to have corrected the errors.**Call resolved by Eamonn_Gillen**

F1183084 Incident Positive laura.sutherland Eamonn_Gillen Eamonn_Gillen No access to internet sites, checked & changed Intranet address & checked Google, now working okay.**Call resolved by Eamonn_Gillen**

F1183102 Incident Positive The gentleman I spoke to was very helpful

Jeanella.Potter Eamonn_Gillen Eamonn_Gillen The following account requires a password reset: Jeanella.Potter**Call resolved by Eamonn_Gillen**

F1183103 Incident Positive jennifer.cail Eamonn_Gillen Eamonn_Gillen Mapped Drive & tested**Call resolved by Eamonn_Gillen**

F1183112 Incident Positive All good! Annette.Cox Eamonn_Gillen Eamonn_Gillen IE9 access to web sites fixed with a GPUpdate.**Call resolved by Eamonn_Gillen**

F1183239 Incident Positive nicole.walton Eamonn_Gillen Eamonn_Gillen Added email folder to Outlook, tested & working okay.**Call resolved by Eamonn_Gillen**

F1183804 Incident Positive Very helpful loretta.woods Eamonn_Gillen Eamonn_Gillen Problem with Lync not showing Photo. Settings set to show Corporate Profile.**Call resolved by Eamonn_Gillen**

F1184233 Incident Positive Thanks very helpful and problem all resolved. Much appreciated.

ashley.easen Mark_Devine Eamonn_Gillen Customer reports that the issue is resolved**Call resolved by Eamonn_Gillen**

F1184258 Incident Positive thanks joanne.batchelor Eamonn_Gillen Eamonn_Gillen The following account is locked out:- joanne.batchelor**Call resolved by Eamonn_Gillen**

F1184307 Incident Positive Kirsty.Matthews Eamonn_Gillen Eamonn_Gillen The following account requires a password reset: Kirsty.Matthews**Call resolved by Eamonn_Gillen**

F1184584 Incident Positive Jacqueline.Brooks Eamonn_Gillen Eamonn_Gillen Outlook not working, asking for a password. I have advised customer to restart Outlook & when the Password box appears, to choose Other User then fill in User Name & Password. They also have checked the Remember Credentials tick box. Outlook is now w >>>

F1184692 Incident Positive Friendly, approchable, and very helpful. If only they were all like Eamonn. Thank you mate!

Filippo.Salamone Eamonn_Gillen Eamonn_Gillen The following account is locked out:- Filippo.Salamone**Call resolved by Eamonn_Gillen**

F1184954 Incident Positive Very helpful and a great service thank you

stephanie.oldfield Eamonn_Gillen Eamonn_Gillen Problem: Not connecting to WiFi, although can ping but cant remote on. Laptop has been rebooted. Checked settings & WiFi is now working.**Call resolved by Eamonn_Gillen**

F1185091 Incident Positive sophie.enver Eamonn_Gillen Eamonn_Gillen The following account is locked out:- sophie.enver**Call resolved by Eamonn_Gillen**

F1185166 Incident Positive Yes, I knew that i would need to come in to get a 'fix', so it was possible to get the help i needed in CH - hopefully the g

amanda.laycock Eamonn_Gillen Eamonn_Gillen Problems accessing network from home, GPupdate run.**Call resolved by Eamonn_Gillen (switched in group context)**

11

F1185389 Incident Positive Reassured me as I was panicking I would not be able to access my laptop and sorted the problem straight away whilst i was on

Natalie.Cattell Eamonn_Gillen Eamonn_Gillen The following account is locked out:- Natalie.Cattell**Call resolved by Eamonn_Gillen**

F1185507 Incident Positive Thank you! diane.taylor Eamonn_Gillen Eamonn_Gillen The following account is locked out:- diane.taylor**Call resolved by Eamonn_Gillen**

F1185757 Incident Positive Lisa.Pope Eamonn_Gillen Eamonn_Gillen The following account requires a password reset: Lisa.Pope**Call resolved by Eamonn_Gillen**

F1186015 Incident Positive Very quick and efficient, as it should be. Thank you. Merry Christmas :)

Paula.Preston Eamonn_Gillen Eamonn_Gillen The following account is locked out:- paula.preston**Call resolved by Eamonn_Gillen**

F1186035 Incident Positive very helpful dennis.greef Eamonn_Gillen Eamonn_Gillen The following account is locked out:- dennis.greef**Call resolved by Eamonn_Gillen**

F1186177 Incident Positive bronwen.wIlliams Eamonn_Gillen Eamonn_Gillen The following account requires a password reset: bronwen.wIlliams**Call resolved by Eamonn_Gillen**

F1186736 Incident Positive Marie.Cleary Eamonn_Gillen Eamonn_Gillen The following account requires a password reset: Marie.Cleary**Call resolved by Eamonn_Gillen**

F1186776 Incident Positive very good Hutton.isce Eamonn_Gillen Eamonn_Gillen The following account is locked out:- Hutton.isce**Call resolved by Eamonn_Gillen**

F1186872 Incident Positive Anna.Forbes Eamonn_Gillen Eamonn_Gillen The following account is locked out:- Anna.Forbes**Call resolved by Eamonn_Gillen (switched in group context)**

F1186893 Incident Positive Very quick and punctual John.Medici Eamonn_Gillen Eamonn_Gillen The following account is locked out:- John.Medici**Call resolved by Eamonn_Gillen (switched in group context)**

F1186894 Incident Positive Julie.Douglas Eamonn_Gillen Eamonn_Gillen The following account is locked out:- Julie.Douglas**Call resolved by Eamonn_Gillen (switched in group context)**

F1187003 Incident Positive Fleur.Nichols Eamonn_Gillen Eamonn_Gillen The following account is locked out:- Fleur.Nichols**Call resolved by Eamonn_Gillen**

F1187173 Incident Positive louise.mcspadden2

Eamonn_Gillen Eamonn_Gillen The following account requires a password reset: louise.mcspadden2**Call resolved by Eamonn_Gillen**

F1187189 Incident Positive Hannah.Fleming Eamonn_Gillen Eamonn_Gillen The following account requires a password reset: Hannah.Fleming**Call resolved by Eamonn_Gillen (switched in group context)**

F1187208 Incident Positive Very patient ! Cathy.Neale Eamonn_Gillen Eamonn_Gillen The following account requires a password reset: Cathy.Neale**Call resolved by Eamonn_Gillen**

F1187461 Incident Positive stuart.braybrooke Eamonn_Gillen Eamonn_Gillen Extension on AD account, advised that LM should email ESD with an end date.**Call resolved by Eamonn_Gillen**

F1187588 Incident Positive Annette.Chan Eamonn_Gillen Eamonn_Gillen Customer reports that the issue is resolved.**Call resolved by Eamonn_Gillen**

F1187788 Incident Positive Lucy.gunn Eamonn_Gillen Eamonn_Gillen The following account requires a password reset: Lucy.gunn**Call resolved by Eamonn_Gillen**

F1187909 Incident Positive immediate service. Kim.Lawrence Eamonn_Gillen Eamonn_Gillen The following account is locked out:- Kim.Lawrence**Call resolved by Eamonn_Gillen**

12

F1187954 Incident Positive Excellent Service Thanks! Peter.Johnston Eamonn_Gillen Eamonn_Gillen The following account requires a password reset: Peter.Johnston**Call resolved by Eamonn_Gillen**

F1188176 Incident Positive Thank you, was very helpful Emily.Wallace Eamonn_Gillen Eamonn_Gillen Password reset & account reactivated**Call resolved by Eamonn_Gillen**

F1188370 Incident Positive matt.ward Eamonn_Gillen Eamonn_Gillen No Internet access after IE9 install. GPUpdate has been run.**Call resolved by Eamonn_Gillen**

F1188424 Incident Positive Very helpful, and has saved me from a big headache!

suzanne.capon2 Eamonn_Gillen Eamonn_Gillen Mapped Shared Drive & Mailbox.**Call resolved by Eamonn_Gillen**

F1188429 Incident Positive Very helpful, thanks. maggie.loveday Eamonn_Gillen Eamonn_Gillen GPUpdate run & Laptop appears to be working okay.**Call resolved by Eamonn_Gillen**

F1188460 Incident Positive john.meehan Eamonn_Gillen Eamonn_Gillen The following account is locked out:- john.meehan**Call resolved by Eamonn_Gillen**

F1188555 Incident Positive Dealth with quickly and politly Sarah.Lincoln Eamonn_Gillen Eamonn_Gillen The following account requires a password reset: Sarah.Lincoln**Call resolved by Eamonn_Gillen**

F1188635 Incident Positive elwira.shuttlewood

Eamonn_Gillen Eamonn_Gillen Customer did not have a SIP account, this has now been rectified.**Call resolved by Eamonn_Gillen**

F1188868 Incident Positive Very helpful and swift resolution!

naomi.durden Eamonn_Gillen Eamonn_Gillen No Internet access after IE9 install. GPUpdate has been run. PC has been logged off & logged back on.**Call resolved by Eamonn_Gillen**

F1188999 Incident Positive All OK now, many thanks Anne

Anne.Jones Eamonn_Gillen Eamonn_Gillen Hi Anne, As the Laptop is now working from home, it might be an idea to contact your Internet Service Provider as the Router should not need restarting every time you want to connect. Regards, Eamonn ESD**Call resolved by Eamonn_Gillen**

F1189090 Incident Positive Amy.Ellis Eamonn_Gillen Eamonn_Gillen No access to files, Amy was working offline. Put back online, now she has access.**Call resolved by Eamonn_Gillen**

F1189424 Incident Positive Shumarai.Mhepo Eamonn_Gillen Eamonn_Gillen The following account requires a password reset: Shumarai.Mhepo**Call resolved by Eamonn_Gillen (switched in group context)**

F1189493 Incident Positive very speedy assistance. problem resolved.

Emma.Harding Eamonn_Gillen Eamonn_Gillen The following account is locked out:- Emma.Harding**Call resolved by Eamonn_Gillen (switched in group context)**

F1189501 Incident Positive Laraine.Tolson Eamonn_Gillen Eamonn_Gillen The following account is locked out:- Laraine.Tolson**Call resolved by Eamonn_Gillen (switched in group context)**

F1190303 Incident Positive Kay.Davies Eamonn_Gillen Eamonn_Gillen No access on Lync, Laptop has been restarted & this has resolved the issue.**Call resolved by Eamonn_Gillen**

F1190348 Incident Positive Thank you Carole.Mardon Eamonn_Gillen Eamonn_Gillen Java update needed when trying to access Oracle - Java has been updated.**Call resolved by Eamonn_Gillen**

F1190503 Incident Positive tilde.motta Eamonn_Gillen Eamonn_Gillen Xerox report issue resolved.**Call resolved by Eamonn_Gillen**

F1190647 Incident Positive sue.james2 Eamonn_Gillen Eamonn_Gillen The following account requires a password reset: sue.james2**Call resolved by Eamonn_Gillen**

F1190714 Incident Positive V Helpful Stephen.Hankin Eamonn_Gillen Eamonn_Gillen Account had been locked out causing problems with Outlook. Account was unlocked & Laptop restarted, this appears to have resolved the issue.**Call resolved by Eamonn_Gillen**

13

F1190887 Incident Positive Tim.Lowe Eamonn_Gillen Eamonn_Gillen Outlook not starting, there were multiple copies of Outlook open, these have been shut down & Outlook started in safe mode. Outlook has again been shut down & restarted & now appears to be working okay.**Call resolved by Eamonn_Gillen**

F1190998 Incident Positive Always quick and helpful. Very nice person to deal with.

Connor.Murray Eamonn_Gillen Eamonn_Gillen TERMS reset**Call resolved by Eamonn_Gillen**

F1191133 Incident Positive The IT engineer was very helpful and was able to fix the problem.

Suzanne.Antoine Eamonn_Gillen Eamonn_Gillen Customer requires to have a drive mapped to their profile. Mapped the drive specified by the customer to their profile via My Computer > Tools > Map Network Drive. Opened the mapped drive afterwards to confirm that it mapped successfully.**Call res >>>

F1192311 Incident Positive Excellent as call was resolved immedfiately

Moni.Samson Eamonn_Gillen Eamonn_Gillen The following account requires a password reset: Moni.Samson**Call resolved by Eamonn_Gillen**

F1192423 Incident Positive Fast accurate and effective. olumide.odubawo Eamonn_Gillen Eamonn_Gillen The following account is locked out:- olumide.odubawo**Call resolved by Eamonn_Gillen**

F1192603 Incident Positive Eamonn was really helpful last Friday, especially as I called the service desk late on a Friday afternoon !

sarah.hiom Eamonn_Gillen Eamonn_Gillen Created new Outlook profile for existing Team Mailbox so that an Out of Office message can be set.**Call resolved by Eamonn_Gillen**

F1192877 Incident Positive Excellent for advice and speed of response

Hilary.Robinson Eamonn_Gillen Eamonn_Gillen No Internet access after IE9 install. Deleted GP Folders & then ran GPUpdate /force, logged off & back on. IE9 tested with accessing Google & is working okay.**Call resolved by Eamonn_Gillen**

F1193224 Incident Positive Excellent service, thanks. Anne.Williams Eamonn_Gillen Eamonn_Gillen Missing folder & Spreadsheet from Teamshare drive, both were found & restored back to the original folder.**Call resolved by Eamonn_Gillen**

F1193246 Incident Positive Thank you for your support in this matter! Regards, Irena

irena.ghica Eamonn_Gillen Eamonn_Gillen No Internet access after IE9 install. Deleted GP Folders & then ran GPUpdate /force, logged off & back on. IE9 tested with accessing Google & is working okay.**Call resolved by Eamonn_Gillen**

F1193407 Incident Positive Issue pleasantly and promptly dealt with - thanks

Jan.Brooks Eamonn_Gillen Eamonn_Gillen No Internet access after IE9 install. Deleted GP Folders & then ran GPUpdate /force, logged off & back on. IE9 tested with accessing Google & is working okay. There was also a problem with an Excel attachment within Outlook, but this appears to hav >>>

F1194111 Incident Positive nicky.oliver Eamonn_Gillen Eamonn_Gillen The following account is locked out:- nicky.oliver**Call resolved by Eamonn_Gillen**

F1194281 Incident Positive amy.lewington Eamonn_Gillen Eamonn_Gillen The following account is locked out:- amy.lewington**Call resolved by Eamonn_Gillen**

F1194455 Incident Positive rebecca.selisko Eamonn_Gillen Eamonn_Gillen The following account requires a password reset: rebecca.selisko**Call resolved by Eamonn_Gillen**

F1194590 Incident Positive Ellen.Ruffles Eamonn_Gillen Eamonn_Gillen The following account is locked out:- Ellen.Ruffles**Call resolved by Eamonn_Gillen**

F1194749 Incident Positive The I help received with my printer issue was was great.

kay.court Eamonn_Gillen Eamonn_Gillen Mapped Printer, tested & working okay.**Call resolved by Eamonn_Gillen**

F1194863 Incident Positive Thankyou very much for your help on changing my work password.

Sabah.Ebrahimi Eamonn_Gillen Eamonn_Gillen The following account requires a password reset: Sabah.Ebrahimi**Call resolved by Eamonn_Gillen**

14

F1195017 Incident Positive Charlotte.Snell Eamonn_Gillen Eamonn_Gillen The following account is locked out:- Charlotte.Snell**Call resolved by Eamonn_Gillen**

F1195148 Incident Positive Eamon has been so helpful to me, he spent time ensuring my IT needs were managed and supported me in the password process, t

jenni.mcrae Eamonn_Gillen Eamonn_Gillen The following account requires a password reset: jenni.mcrae**Call resolved by Eamonn_Gillen**

F1195178 Incident Positive Fast friendly service. Thanks :-)

Beverley.Lockyer Eamonn_Gillen Eamonn_Gillen The following account is locked out:- Beverley.Lockyer**Call resolved by Eamonn_Gillen**

F1195392 Incident Positive jackie.morton2 Eamonn_Gillen Eamonn_Gillen The following account requires a password reset: jackie.morton2**Call resolved by Eamonn_Gillen**

F1195547 Incident Positive Excellent as ever! simon.hughes Eamonn_Gillen Eamonn_Gillen The following account is locked out:- simon.hughes**Call resolved by Eamonn_Gillen**

F1195608 Incident Positive Great service! trudi.andrews Colin_Slater Eamonn_Gillen Customer reports that the issue is resolved.**Call resolved by Eamonn_Gillen (switched in group context)**

F1195620 Incident Positive feedback:- excellent Thank you very much for resolving this problem so quickly and making me feel at ease and taking the tim

patricia.Clark Eamonn_Gillen Eamonn_Gillen Word protection & Ribbon in Outlook not functioning as they should. Word protection appears when there is text & the Ribbon was maximised so is now visible.**Call resolved by Eamonn_Gillen**

F1195961 Incident Positive Fast Efficient and polite sharon.fox Eamonn_Gillen Eamonn_Gillen The following account is locked out:- sharon.fox**Call resolved by Eamonn_Gillen (switched in group context)**

F1196014 Incident Positive Sharon.Gilling Eamonn_Gillen Eamonn_Gillen The following account is locked out:- Sharon.Gilling**Call resolved by Eamonn_Gillen (switched in group context)**

F1196409 Incident Positive Marcus.Gill Eamonn_Gillen Eamonn_Gillen The following account is locked out:- Marcus.Gill**Call resolved by Eamonn_Gillen (switched in group context)**

F1196672 Incident Positive Cristina.Popescu selfservice Eamonn_Gillen Customer changed rating, so presume that the issue is resolved.**Call resolved by Eamonn_Gillen**

F1197005 Incident Positive Very fast resolution to the issue. This is the first significant one I have had to resolve since going over to lync telepho

Mary.Morris Eamonn_Gillen Eamonn_Gillen OST file is corrupted - Renamed & recreated, mailboxes have been updated.**Call resolved by Eamonn_Gillen (switched in group context)**

F1197475 Incident Positive Very prompt and helpful service.

Jeanette.Roberts Eamonn_Gillen Eamonn_Gillen After receiving a new Laptop, Jeanette has lost her Oscars shoirtcut, I Lynced it over, now she has access.**Call resolved by Eamonn_Gillen**

F1197535 Incident Positive Thank you really helpful Gina.Stickings Eamonn_Gillen Eamonn_Gillen Problem with Excel only printing some of what was needed. I have shown Gina how to select the content & the select print selected. This has worked.**Call resolved by Eamonn_Gillen**

F1197558 Incident Positive Many thanks for you help Anne

Anne.Jones selfservice Eamonn_Gillen Hi Anne, Three replacement Keyboards are in the Internal Post to you. Regards Eamonn Gillen ESD**Call resolved by Eamonn_Gillen (switched in group context)**

F1197738 Incident Positive Karen.Fitzpatrick Eamonn_Gillen Eamonn_Gillen The following account is locked out:- Karen.Fitzpatrick**Call resolved by Eamonn_Gillen (switched in group context)**

15

F1197750 Incident Positive Excellent service - very knowledgeable

Wendy.Grieve Eamonn_Gillen Eamonn_Gillen Recovered spreadsheet from previous version, as the current one was corrupted.**Call resolved by Eamonn_Gillen (switched in group context)**

F1197762 Incident Positive Hutton.isce Eamonn_Gillen Eamonn_Gillen The following account is locked out:- Hutton.isce**Call resolved by Eamonn_Gillen (switched in group context)**

F1197773 Incident Positive Judith.Raby Eamonn_Gillen Eamonn_Gillen Outlook not working, asking for a password. I have advised customer to restart Outlook & when the Password box appears, to choose Other User then fill in User Name & Password. They also have checked the Remember Credentials tick box. Outlook is now w >>>

F1198227 Incident Positive Samantha.Fireson Eamonn_Gillen Eamonn_Gillen The following account is locked out:- Samantha.Fireson**Call resolved by Eamonn_Gillen**

F1198246 Incident Positive Julia.Trew selfservice Eamonn_Gillen Customer reports issue is resolved**Call resolved by Eamonn_Gillen (switched in group context)**

F1198602 Incident Positive Karen.Webb2 Eamonn_Gillen Eamonn_Gillen The following account requires a password reset: Karen.Webb2**Call resolved by Eamonn_Gillen**

F1198626 Incident Positive anncilla.barnes Eamonn_Gillen Eamonn_Gillen Outlook not working, asking for a password. I have advised customer to restart Outlook & when the Password box appears, to choose Other User then fill in User Name & Password. They also have checked the Remember Credentials tick box. Outlook is now w >>>

F1198684 Incident Positive Jayne.Nolan selfservice Eamonn_Gillen Customer reports that the issue is resolved**Call resolved by Eamonn_Gillen**

F1198844 Incident Positive Paul.Shafe Eamonn_Gillen Eamonn_Gillen The following account is locked out:- Paul.Shafe**Call resolved by Eamonn_Gillen**

F1199124 Incident Positive Theresa.Gore Eamonn_Gillen Eamonn_Gillen The following account is locked out:- Theresa.Gore**Call resolved by Eamonn_Gillen (switched in group context)**

F1199216 Incident Positive excellant service Glenn.Shaw Eamonn_Gillen Eamonn_Gillen The following account is locked out:- Glenn.Shaw**Call resolved by Eamonn_Gillen**

F1199324 Incident Positive Hannah.Fleming Eamonn_Gillen Eamonn_Gillen The following account is locked out:- Hannah.Fleming**Call resolved by Eamonn_Gillen**

F1199382 Incident Positive Resolved very quickly thank you

Jeanella.Potter Eamonn_Gillen Eamonn_Gillen TERMS reset, all okay**Call resolved by Eamonn_Gillen**

F1199922 Incident Positive Friendly and helpful thank you Kelly.McPhet Eamonn_Gillen Eamonn_Gillen OST corruption, renamed, rebuilt, now working okay.**Call resolved by Eamonn_Gillen**

F1199983 Incident Positive very good service, thank you for your help

Lucy.Johnson Eamonn_Gillen Eamonn_Gillen No network connection. Problem appeared to be with cable.**Call resolved by Eamonn_Gillen**

F1200009 Incident Positive all sorted. thank you very much.

laura.fulcher Eamonn_Gillen Eamonn_Gillen No Network connection Laptop has been rebooted & WiFi has been tested & is working okay. Common Drive has been mapped as well.**Call resolved by Eamonn_Gillen**

F1200389 Incident Positive Thank you very quick and sorted my problem no longer frustrated and want to throw my laptop away !!!!

Victoria.Trueman Eamonn_Gillen Eamonn_Gillen Problem with slow performance on Oscars. Network was okay so deleted tempo IE files including Form Data. This has speeded up Oscars.**Call resolved by Eamonn_Gillen**

16

F1200592 Incident Positive Prompt, helpful and efficient. Judith.Adams Eamonn_Gillen Eamonn_Gillen Judith is connected in Ely House & has access to emails & the local shared drive, but I was unable to login. The Laptop has been shut down & a different cable used, now able to run GPUpdate.**Call resolved by Eamonn_Gillen (switched in group context)**

F1203811 Incident Positive very helpful, thank you mirjana.chitauro Eamonn_Gillen Eamonn_Gillen OST corrupted, rebuilt, now okay.**Call resolved by Eamonn_Gillen**

F1204077 Incident Positive Answered quickly, explained clearly and resolved quickly

Nicole.Edbrooke Eamonn_Gillen Eamonn_Gillen OST corruption, rebuilt OST & left updating.**Call resolved by Eamonn_Gillen**

F1204222 Incident Positive Anna.Vriend selfservice Eamonn_Gillen Issue was with credentials box, using other account has cured the issue.**Call resolved by Eamonn_Gillen (switched in group context)**

F1204448 Incident Positive Colin did a fab job - thanks soooooo much

Cherrill.Wheatley Eamonn_Gillen Eamonn_Gillen Random password set**Call resolved by Eamonn_Gillen**

F1204498 Incident Positive Thanks bryony.clarke Eamonn_Gillen Eamonn_Gillen The following account is locked out:- bryony.clarke**Call resolved by Eamonn_Gillen**

F1204654 Incident Positive Julia.Howard Eamonn_Gillen Eamonn_Gillen The following account is locked out:- Julia.Howard**Call resolved by Eamonn_Gillen**

F1204789 Incident Positive Very approachable and helpful. Thank you.

Pauline.Carr Eamonn_Gillen Eamonn_Gillen Changed pwr setting so that closing lid did not put Laptop to sleep.**Call resolved by Eamonn_Gillen (switched in group context)**

F1204833 Incident Positive Excellent.. Stephen.Rolls Eamonn_Gillen Eamonn_Gillen XLS was opening with Word, changed association so that they opened with Excel.**Call resolved by Eamonn_Gillen (switched in group context)**

F1204836 Incident Positive Very helpful Nicola.Russell Eamonn_Gillen Eamonn_Gillen The following account is locked out:- Nicola.Russell**Call resolved by Eamonn_Gillen (switched in group context)**

F1205092 Incident Positive Eamon was a helpful chap who resolved my criticial password issue in lightening speed.TOP bloke

Ian.Smith Eamonn_Gillen Eamonn_Gillen The following account is locked out:- Ian.Smith**Call resolved by Eamonn_Gillen**

F1205211 Incident Positive Quick response stuart.braybrooke Eamonn_Gillen Eamonn_Gillen The following account requires a password reset: stuart.braybrooke**Call resolved by Eamonn_Gillen**

F1205466 Incident Positive The gentleman who helped me with my query was very efficient and courteous. He sorted out my problem immediately enabling m

lorraine.welch Eamonn_Gillen Eamonn_Gillen E-Learning needed popup blocker unticked, this has been done & E-Learning web page is working okay.**Call resolved by Eamonn_Gillen (switched in group context)**

F1205616 Incident Positive patient and polite jane.indome Eamonn_Gillen Eamonn_Gillen The following account requires a password reset: jane.indome Problem started within Outlook, changed pw & rebooted, all okay.**Call resolved by Eamonn_Gillen**

F1205629 Incident Positive Eamonn was extremely efficient and solved the problem instantly.*****

Gwen.Owers Eamonn_Gillen Eamonn_Gillen The following account requires a password reset: gwen.owers**Call resolved by Eamonn_Gillen**

F1205641 Incident Positive helen.ellis2 Eamonn_Gillen Eamonn_Gillen The following account requires a password reset: helen.ellis2**Call resolved by Eamonn_Gillen**

17

F1205672 Incident Positive instant resolution gill.lewis Eamonn_Gillen Eamonn_Gillen The following account is locked out:- gill.lewis**Call resolved by Eamonn_Gillen**

F1205690 Incident Positive Excellent support and very understanding of my enquiry. Excellent telephone manner and dealt with my enqiry effectively.

Lisa.Judge Eamonn_Gillen Eamonn_Gillen The following account is locked out:- Lisa.Judge**Call resolved by Eamonn_Gillen**

F1206013 Incident Positive very helpful and polite, thank you

kelly.sharp Eamonn_Gillen Eamonn_Gillen The following account requires a password reset: kelly.sharp**Call resolved by Eamonn_Gillen**

F1206018 Incident Positive Very helpful. Thank you. Deborah.Martin2 Eamonn_Gillen Eamonn_Gillen The following account requires a password reset: Deborah.Martin2**Call resolved by Eamonn_Gillen**

F1206069 Incident Positive incident resolved remotely on second call and after engineer came out.

valerie.hammond Eamonn_Gillen Eamonn_Gillen Unable to print Calendar entries, it is only printing blank pages. When I remoted in, Valerie was logged in as "Tracy Heath". The problem appears to related to a missing file. (Gareth knows this issue) & this has now been fixed using the Microsoft >>>

F1206087 Incident Positive Fantastic, speedy and got the job done

Janet.Slade Eamonn_Gillen Eamonn_Gillen Customer requires to have a drive mapped to their profile. Mapped the drive specified by the customer to their profile via My Computer > Tools > Map Network Drive. Opened the mapped drive afterwards to confirm that it mapped successfully.**Call res >>>

F1206104 Incident Positive Great service, very knowledgeable

Wendy.Grieve Eamonn_Gillen Eamonn_Gillen New Keyboard sent.**Call resolved by Eamonn_Gillen**

F1206375 Incident Positive Great support and please dont ever take it away.

jane.abbott Eamonn_Gillen Eamonn_Gillen PDF file recovery. Recovered from previous version.**Call resolved by Eamonn_Gillen**

F1206442 Incident Positive katie.gale Eamonn_Gillen Eamonn_Gillen The following account is locked out:- katie.gale**Call resolved by Eamonn_Gillen**

F1206760 Incident Positive deborah.wiles Eamonn_Gillen Eamonn_Gillen The following account requires a password reset: deborah.wiles**Call resolved by Eamonn_Gillen (switched in group context)**

F1206964 Incident Positive Very good service, problem resolved straight away. Polite and courteous!

gemma.hills Eamonn_Gillen Eamonn_Gillen Visual Files reset, now working okay.**Call resolved by Eamonn_Gillen (switched in group context)**

F1206987 Incident Positive Excellent friendly service thank you very much! :)

Lorenda.Paul2 Eamonn_Gillen Eamonn_Gillen Not printing internet pages. Ran the Temp \ Low fix & this has resolved the issue.**Call resolved by Eamonn_Gillen (switched in group context)**

F1207032 Incident Positive Thanks for ther speedy service Tina.Pitcher selfservice Eamonn_Gillen Hi Tina, I have sent a new mouse to you via internal mail. Regards, Eamonn Gillen Essex Service Desk EssexServiceDesk@essex.gov.uk**Call resolved by Eamonn_Gillen**

F1207350 Incident Positive Carol.Fulcher Eamonn_Gillen Eamonn_Gillen The following account is locked out:- Carol.Fulcher**Call resolved by Eamonn_Gillen (switched in group context)**

F1207878 Incident Positive Julie.Morse selfservice Eamonn_Gillen No contact from customer**Call resolved by Eamonn_Gillen**

F1208300 Incident Positive Jeanette.Roberts Danny_Carpenter

Eamonn_Gillen The Scan has started again & the Laptop is running very slowly. I have cancelled the scan & Jeanette will take the Laptop home & run the scan overnight.**Call resolved by Eamonn_Gillen**

18

F1208414 Incident Positive Great help, thank you. Got it all sorted.

ruth.Thompson Eamonn_Gillen Eamonn_Gillen Account unlock & GPUpdate both run, now working okay.**Call resolved by Eamonn_Gillen**

F1208454 Incident Positive hannah.stark Eamonn_Gillen Eamonn_Gillen Problem logging into Supportworks. Restarting it cured the problem.**Call resolved by Eamonn_Gillen**

F1208663 Incident Positive Joanna.Markham Eamonn_Gillen Eamonn_Gillen Mouse not working, swapped USB Ports & tested port with K/B. New mouse sent out.**Call resolved by Eamonn_Gillen (switched in group context)**

F1209021 Incident Positive Munshya.Siwale Eamonn_Gillen Eamonn_Gillen The following account requires a password reset: Munshya.Siwale**Call resolved by Eamonn_Gillen**

F1209050 Incident Positive Very helpful, quick and efficient resolution.

Stephen.Nunn Eamonn_Gillen Eamonn_Gillen The following account is locked out:- Stephen.Nunn**Call resolved by Eamonn_Gillen**

F1209053 Incident Positive Very Prompt Wendy.Williams Eamonn_Gillen Eamonn_Gillen The following account is locked out:- Wendy.Williams**Call resolved by Eamonn_Gillen**

F1209256 Incident Positive Eamonn was extremely helpful. Thank you.

Pat.Root Eamonn_Gillen Eamonn_Gillen Customer reports that the issue is resolved.**Call resolved by Eamonn_Gillen**

F1209542 Incident Positive Eamonn was very patient and supportive in helping me to resolve the problem. I owe him a doughnut.

Anna.Kahts Eamonn_Gillen Eamonn_Gillen Customer reports that the issue is resolved.**Call resolved by Eamonn_Gillen (switched in group context)**

F1209598 Incident Positive Sue.Heath Eamonn_Gillen Eamonn_Gillen TERMS reset.**Call resolved by Eamonn_Gillen**

F1209618 Incident Positive Quick response, problem solved promptly. Many Thanks

joanne.honey Eamonn_Gillen Eamonn_Gillen The following account is locked out:- joanne.honey**Call resolved by Eamonn_Gillen**

F1209722 Incident Positive Sorted very quickly and very happy with service.

sue.james2 Eamonn_Gillen Eamonn_Gillen Java install for Oracle access. Installed & tested.**Call resolved by Eamonn_Gillen (switched in group context)**

F1210104 Incident Positive Yuko.Lomo Eamonn_Gillen Eamonn_Gillen The following account is locked out:- Yuko.Lomo**Call resolved by Eamonn_Gillen**

F1210198 Incident Positive quickly put right and very polite

Paul.Sheffield Eamonn_Gillen Eamonn_Gillen The following account is locked out:- Paul.Sheffield**Call resolved by Eamonn_Gillen (switched in group context)**

F1210874 Incident Positive Great fast Service. thankyou Heather.Gremaj Eamonn_Gillen Eamonn_Gillen The following account is locked out:- Heather.Gremaj**Call resolved by Eamonn_Gillen**

F1210992 Incident Positive very helpful and patient, thank you.

lin.perry Eamonn_Gillen Eamonn_Gillen The following account requires a password reset: lin.perry**Call resolved by Eamonn_Gillen**

F1214234 Incident Positive Thankfully easily resolved! Yvette.Wetton Eamonn_Gillen Eamonn_Gillen Appeared to be a Webpage hijack. Closing down IE via Task Manager & restarting resolved the issue. The problem appeared to be related to going to the www.mencap.org webpage instead of www.mencap.org.uk.**Call resolved by Eamonn_Gillen (switched in gr >>>

F1215562 Incident Positive Very helpful, thank you maria.carlin Eamonn_Gillen Eamonn_Gillen Supportworks unable to login, the user name had a dot which was changed to an underscore. this then gave a Supportworks error message that there was too many failed logins. I closed down Supportworks completely & then restarted & inputted maria_carli >>>

F1216838 Incident Positive sarah.waters2 Eamonn_Gillen Eamonn_Gillen The following account is locked out:- sarah.waters2**Call resolved by Eamonn_Gillen**

19

F1217047 Incident Positive lisa.smithies Eamonn_Gillen Eamonn_Gillen Overwrite existing file with copy from previous version. This has been done & checked.**Call resolved by Eamonn_Gillen**

F1217182 Incident Positive Joanne.Wareham Eamonn_Gillen Eamonn_Gillen The following account is locked out:- Joanne.Wareham**Call resolved by Eamonn_Gillen**

F1217183 Incident Positive Joanne.Wareham Eamonn_Gillen Eamonn_Gillen The following account is locked out:- Joanne.Wareham**Call resolved by Eamonn_Gillen**

F1217184 Incident Positive Joanne.Wareham Eamonn_Gillen Eamonn_Gillen The following account is locked out:- Joanne.Wareham**Call resolved by Eamonn_Gillen**

F1217717 Incident Positive Initial contact with advisor was good. She knew how to resolve issue. Call was then followed up to check issue was resolved

Jenny.Dorward selfservice Eamonn_Gillen Customer reports that the issue is resolved.**Call resolved by Eamonn_Gillen**

F1217732 Incident Positive Fab support Bev.Winter selfservice Eamonn_Gillen GP Folders deleted & GPUpdate run, this appears to have resolved the WiFi problem.**Call resolved by Eamonn_Gillen**

F1217738 Incident Positive hannah.willmott Eamonn_Gillen Eamonn_Gillen The following account is locked out:- hannah.willmott**Call resolved by Eamonn_Gillen**

F1218251 Incident Positive Issue resolved promptly and professionally thanks.

sheila.dunne Eamonn_Gillen Eamonn_Gillen Follow you printer was showing as being offline. Other users were reporting no problems. Desktop hasd been rebooted with no success, so was rebooted again into last known good. this has resolved the issue.**Call resolved by Eamonn_Gillen**

F1218369 Incident Positive The worker offering the support was patient and helpful. Thanks

Maria.West Eamonn_Gillen Eamonn_Gillen Problem with account when starting Laptop. Reboot applied updates & this appears to have resolved the issue.**Call resolved by Eamonn_Gillen (switched in group context)**

F1219897 Incident Positive Hayley.Waine Eamonn_Gillen Eamonn_Gillen VGA Monitor Cable sent via Internal Post.**Call resolved by Eamonn_Gillen**

F1220098 Incident Positive Beverly.Rudd Eamonn_Gillen Eamonn_Gillen The following account requires a password reset: Beverly.Rudd**Call resolved by Eamonn_Gillen**

F1220101 Incident Positive Tina.Habib Eamonn_Gillen Eamonn_Gillen The following account requires a password reset: Tina.Habib**Call resolved by Eamonn_Gillen**

F1220368 Incident Positive The help desk immediately attend to my problem. well done guys.

Winai.Akimu Eamonn_Gillen Eamonn_Gillen The following account is locked out:- Winai.Akimu**Call resolved by Eamonn_Gillen (switched in group context)**

F1220631 Incident Positive Very polite, happy to resolve the problem instantly.

Karen.Jude2 Eamonn_Gillen Eamonn_Gillen Reset IE so that ECC Intranet was set as Home Page when IE started.**Call resolved by Eamonn_Gillen**

F1220970 Incident Positive Immediate resolution - thanks.

Beverley.Hill Eamonn_Gillen Eamonn_Gillen The following account is locked out:- Beverley.Hill**Call resolved by Eamonn_Gillen (switched in group context)**

F1221000 Incident Positive Sue.Woodyatt Eamonn_Gillen Eamonn_Gillen The following account requires a password reset: Sue.Woodyatt**Call resolved by Eamonn_Gillen (switched in group context)**

F1221917 Incident Positive Friendly and efficient ;-) ella.mistry Eamonn_Gillen Eamonn_Gillen Outlook not working, asking for a password. I have advised customer to restart Outlook & when the Password box appears, to choose Other User then fill in User Name & Password. They also have checked the Remember Credentials tick box. Outlook is now w >>>

20

F1222040 Incident Positive great service sabrina.codrington

Eamonn_Gillen Eamonn_Gillen The following account is locked out:- sabrina.codrington**Call resolved by Eamonn_Gillen**

F1222067 Incident Positive Tina.Habib Eamonn_Gillen Eamonn_Gillen Mapped Inbox in Outlook.**Call resolved by Eamonn_Gillen**

F1222104 Incident Positive A very good service - issue was resolved quickly and effiencently.

Teree.Forse Eamonn_Gillen Eamonn_Gillen Mapped Network Drive, Drive was not mapped in Computer so would not show as a location to save. After mapping option to save to was there.**Call resolved by Eamonn_Gillen**

F1222659 Incident Positive Thank you for resolving this, I was not aware that for this to be completed, I needed someone to drivemap to my profile. Thi

mary.tebje Eamonn_Gillen Eamonn_Gillen Customer requires to have a drive mapped to their profile. Mapped the drive specified by the customer to their profile via My Computer > Tools > Map Network Drive. Opened the mapped drive afterwards to confirm that it mapped successfully.**Call res >>>

F1222701 Incident Positive was informative thank you sam.wylie Eamonn_Gillen Eamonn_Gillen The following account requires a password reset: sam.wylie**Call resolved by Eamonn_Gillen**

F1223157 Incident Positive Speedy resolution, Eammon was a great help

Jennifer.IdendenShir

Eamonn_Gillen Eamonn_Gillen The following account requires a password reset: Jennifer.IdendenShir**Call resolved by Eamonn_Gillen**

F1223199 Incident Positive Kathryn.Lee Eamonn_Gillen Eamonn_Gillen No access to external internet, ran GPUpdate after deleting GP folders. Kathryn has logged off & as she has not called back I will assume that the fix worked.**Call resolved by Eamonn_Gillen (switched in group context)**

F1223202 Incident Positive Kathryn.Lee Eamonn_Gillen Eamonn_Gillen No access to external internet, ran GPUpdate after deleting GP folders. Kathryn has logged off & as she has not called back I will assume that the fix worked.**Call resolved by Eamonn_Gillen (switched in group context)**

F1223278 Incident Positive Alan.Vincent Eamonn_Gillen Eamonn_Gillen Pinned Outlook Shortcut to Taskbar & also ran GPUpdate to remove white border around screen.**Call resolved by Eamonn_Gillen (switched in group context)**

F1223460 Incident Positive rani.ahmed Eamonn_Gillen Eamonn_Gillen Customer has reported that the fix has worked.**Call resolved by Eamonn_Gillen (switched in group context)**

F1223774 Incident Positive Sharon.Money Eamonn_Gillen Eamonn_Gillen The following account requires a password reset: Sharon.Money**Call resolved by Eamonn_Gillen**

F1223839 Incident Positive Quick, helpful and very pleasant.

Jo.Henderson Eamonn_Gillen Eamonn_Gillen The following account is locked out:- Jo.Henderson**Call resolved by Eamonn_Gillen (switched in group context)**

F1224511 Incident Positive Andy.Mardon Eamonn_Gillen Eamonn_Gillen The following account is locked out:- Andy.Mardon**Call resolved by Eamonn_Gillen**

F1224664 Incident Positive prompt response - once again - really appreciated - thank you

sharon.fox Eamonn_Gillen Eamonn_Gillen No contact from customer**Call resolved by Eamonn_Gillen (switched in group context)**

F1224719 Incident Positive Responded on timely manner. Felix.Ugwumadu Eamonn_Gillen Eamonn_Gillen Please would you be kind enough to reactivate Yasmin Lovett2 password and login as that expired on 31/1/15. She is on 6 months contract from 13/4/15 to 31/10 15. Account ammended**Call resolved by Eamonn_Gillen**

F1225331 Incident Positive VERY GOOD HELPFULL AND POLITE

sue.onions Eamonn_Gillen Eamonn_Gillen The following account is locked out:- sue.onions**Call resolved by Eamonn_Gillen**

F1225358 Incident Positive jeremy.free Eamonn_Gillen Eamonn_Gillen The following account requires a password reset: jeremy.free**Call resolved by Eamonn_Gillen**

21

F1225489 Incident Positive Jo.Harvey Eamonn_Gillen Eamonn_Gillen The following account is locked out:- Jo.Harvey**Call resolved by Eamonn_Gillen**

F1225931 Incident Positive Annie.McCafferty Eamonn_Gillen Eamonn_Gillen Credentials box asking for a password. I have advised customer to when the Password box appears, to choose Other User then fill in User Name & Password. They also have checked the Remember Credentials tick box.**Call resolved by Eamonn_Gillen (switch >>>

F1225941 Incident Positive Very helpful and swift response.

Brenda.Brown2 selfservice Eamonn_Gillen Customer reports that the issue is resolved.**Call resolved by Eamonn_Gillen (switched in group context)**

F1226088 Incident Positive Very helpful and solved quickly.

Nicola.Baker2 Eamonn_Gillen Eamonn_Gillen Account extended to 31/03/2016**Call resolved by Eamonn_Gillen (switched in group context)**

F1226130 Incident Positive hilary.gore Eamonn_Gillen Eamonn_Gillen The following account is locked out:- hilary.gore**Call resolved by Eamonn_Gillen (switched in group context)**

F1226326 Incident Positive Excellent service and at the end of the day :-)

Lindsey.Hart Eamonn_Gillen Eamonn_Gillen Customer requires to have a drive mapped to their profile. Mapped the drive specified by the customer to their profile via My Computer > Tools > Map Network Drive. Opened the mapped drive afterwards to confirm that it mapped successfully.**Call res >>>

F1226370 Incident Positive Eamon was very helpful. Penny.Calder selfservice Eamonn_Gillen New cable sent to customer**Call resolved by Eamonn_Gillen**

F1226600 Incident Positive hazel.collier Eamonn_Gillen Eamonn_Gillen The following account is locked out:- hazel.collier**Call resolved by Eamonn_Gillen (switched in group context)**

F1227179 Incident Positive Quick helpful service kate.fox Eamonn_Gillen Eamonn_Gillen The following account is locked out:- kate.fox**Call resolved by Eamonn_Gillen**

F1227379 Incident Positive graeme.green Eamonn_Gillen Eamonn_Gillen The following account is locked out:- graeme.green**Call resolved by Eamonn_Gillen**

F1227485 Incident Positive Ruth.Halladay Eamonn_Gillen Eamonn_Gillen The following account is locked out:- Ruth.Halladay**Call resolved by Eamonn_Gillen**

F1227567 Incident Positive Very good and helpful as I was being a bit of a thicko on the phone. The guy that helped me did not give up and kept trying

Jules.Reynolds Eamonn_Gillen Eamonn_Gillen No access to Swift. Sent link via Lync & created favourite in IE, also created shortcut on Desktop.**Call resolved by Eamonn_Gillen**

F1227585 Incident Positive Lance.Wosko Eamonn_Gillen Eamonn_Gillen The following account is locked out:- Lance.Wosko**Call resolved by Eamonn_Gillen**

F1227738 Incident Positive I am very happy with the service provided, the gentleman was helpful and very polite.

pamela.burridge Eamonn_Gillen Eamonn_Gillen Customer requires to have a drive mapped to their profile. Mapped the drive specified by the customer to their profile via My Computer > Tools > Map Network Drive. Opened the mapped drive afterwards to confirm that it mapped successfully.**Call res >>>

F1227821 Incident Positive Very helpful and remedied issue in timely manner. Thanks

Olivia.Adeoye2 Eamonn_Gillen Eamonn_Gillen The following account is locked out:- Olivia.Adeoye2**Call resolved by Eamonn_Gillen**

F1228324 Incident Positive really quick service, helpful and friendly. Fab :)

sarah.hales selfservice Eamonn_Gillen Customer reports that the incident resolved.**Call resolved by Eamonn_Gillen (switched in group context)**

22

F1228625 Incident Positive peter.sanders selfservice Eamonn_Gillen Hi Peter, You would need to raise a Service Request via the IT Helpdesk Online to resolve this issue. Go onto Intranet - Online Portal - Create New Incident / Request - Information Services - Raise A Service Request - Files And Folders - Acce >>>

F1228942 Incident Positive lauren.wilson Eamonn_Gillen Eamonn_Gillen The following account is locked out:- lauren.wilson**Call resolved by Eamonn_Gillen (switched in group context)**

F1229118 Incident Positive expedient and professional Lee.Shelsher Eamonn_Gillen Eamonn_Gillen The following account is locked out:- Lee.Shelsher**Call resolved by Eamonn_Gillen (switched in group context)**

F1229823 Incident Positive very helpful, thank you very much

Mary.Keys Eamonn_Gillen Eamonn_Gillen The following account requires a password reset: Mary.Keys**Call resolved by Eamonn_Gillen**

F1230189 Incident Positive Excelent Service! Very Quick chris.hewitt Eamonn_Gillen Eamonn_Gillen The following account is locked out:- chris.hewitt**Call resolved by Eamonn_Gillen (switched in group context)**

F1230279 Incident Positive velma.wright Eamonn_Gillen Eamonn_Gillen The following account is locked out:- velma.wright**Call resolved by Eamonn_Gillen (switched in group context)**

F1230494 Incident Positive jacqui.miles Eamonn_Gillen Eamonn_Gillen The following account is locked out:- jacqui.miles**Call resolved by Eamonn_Gillen (switched in group context)**

F1230495 Incident Positive jacqui.miles Eamonn_Gillen Eamonn_Gillen The following account is locked out:- jacqui.miles**Call resolved by Eamonn_Gillen (switched in group context)**

F1230864 Incident Positive Alison.Woolf Eamonn_Gillen Eamonn_Gillen The following account is locked out:- Alison.Woolf**Call resolved by Eamonn_Gillen (switched in group context)**

F1231070 Incident Positive Eamon a great help - thanks. More like him please

richard.greaves Eamonn_Gillen Eamonn_Gillen Drive mapped, & tested - Working okay.**Call resolved by Eamonn_Gillen**

F1231344 Incident Positive Jason.Smith3 Eamonn_Gillen Eamonn_Gillen The following account is locked out:- Jason.Smith3**Call resolved by Eamonn_Gillen (switched in group context)**

F1231418 Incident Positive Very pleased Liz.Riggs Eamonn_Gillen Eamonn_Gillen Java needed update. Placed Java in Member of group**Call resolved by Eamonn_Gillen (switched in group context)**

F1231591 Incident Positive Very helpfull Kim.Kidby Eamonn_Gillen Eamonn_Gillen The following account requires a password reset: Kim.Kidby**Call resolved by Eamonn_Gillen (switched in group context)**

F1231598 Incident Positive Daniel.More3 Eamonn_Gillen Eamonn_Gillen Outlook crashing when opening Calendar. Recreated Outlook Profile & now is working okay.**Call resolved by Eamonn_Gillen (switched in group context)**

F1231908 Incident Positive great service rhona.gilder Eamonn_Gillen Eamonn_Gillen The following account is locked out:- rhona.gilder**Call resolved by Eamonn_Gillen (switched in group context)**

F1231932 Incident Positive Linda.Chapman Eamonn_Gillen Eamonn_Gillen The following account is locked out:- Linda.Chapman**Call resolved by Eamonn_Gillen**

F1232346 Incident Positive really excellant service stayed with me till he found a soluution to a terms problem which due to the time of year was reall

Olive.Robinson Eamonn_Gillen Eamonn_Gillen No access to TERMS from home. Sent link https://citrix.essexcc.gov.uk/Citrix/XenApp/auth/login.aspx to user & then setup a link in IE Favourites.**Call resolved by Eamonn_Gillen (switched in group context)**

F1232498 Incident Positive tunde.pratt Eamonn_Gillen Eamonn_Gillen The following account is locked out:- tunde.pratt**Call resolved by Eamonn_Gillen**

F1232623 Incident Positive Really quickly and efficiently dealt with - thanks

Mary.Cosgrove Eamonn_Gillen Eamonn_Gillen The following account is locked out:- Mary.Cosgrove**Call resolved by Eamonn_Gillen**

23

F1232648 Incident Positive Really helpful man and was willing to sort the problem with me. Nice disposition

Lisa.Vagg Eamonn_Gillen Eamonn_Gillen Unable to access E-Payroll error message coming up, sent over correct link & that has worked.**Call resolved by Eamonn_Gillen**

F1232880 Incident Positive bob.trueman Eamonn_Gillen Eamonn_Gillen Home printer not setup after Laptop was replaced. Setup & tested, working okay.**Call resolved by Eamonn_Gillen (switched in group context)**

F1232881 Incident Positive Friendly, patient and determined.

malebo.boshiane5 Eamonn_Gillen Eamonn_Gillen OST file is corrupted - Renamed & recreated, mailboxes have been updated.**Call resolved by Eamonn_Gillen (switched in group context)**

F1233203 Incident Positive very friendly and helpful Michelle.Hope Eamonn_Gillen Eamonn_Gillen The following account is locked out:- Michelle.Hope**Call resolved by Eamonn_Gillen**

F1233425 Incident Positive Very pleasant person to deal with and extremely helpful. Thankyou!

teresa.brinton Eamonn_Gillen Eamonn_Gillen The following account requires a password reset: teresa.brinton**Call resolved by Eamonn_Gillen**

F1233908 Incident Positive Clear direction provided - good service, thanks

Dominic.Lund-Conlon

selfservice Eamonn_Gillen Dominic has raised a NSSR.**Call resolved by Eamonn_Gillen**

F1234095 Incident Positive Lawrence.Fitzgerald

Eamonn_Gillen Eamonn_Gillen The following account is locked out:- Lawrence.Fitzgerald**Call resolved by Eamonn_Gillen (switched in group context)**

F1234570 Incident Positive Problem resolved - thanks Lindsey.Burns Eamonn_Gillen Eamonn_Gillen OST file was built & this was causing the error.**Call resolved by Eamonn_Gillen**

F1234613 Incident Positive Very friendly and efficient service. Thanks.

edward.smith Eamonn_Gillen Eamonn_Gillen Lagan needed a Java update, moved Java into the Member of group.**Call resolved by Eamonn_Gillen**

F1234724 Incident Positive Sandra.Watts Eamonn_Gillen Eamonn_Gillen Unable to access E- Payroll, used correct link, now working okay.**Call resolved by Eamonn_Gillen**

F1234736 Incident Positive Valerie.Bradley Eamonn_Gillen Eamonn_Gillen Issue with Memory Stick not accepting password after 3 attempts. Valerie has unplugged the stick & after reinserting it, she now has access. If the Stick is inserted to a machine on the network, it should open without asking for a password.**Call res >>>

F1234825 Incident Positive gemma.keating Eamonn_Gillen Eamonn_Gillen The following account requires a password reset: gemma.keating**Call resolved by Eamonn_Gillen**

F1234851 Incident Positive Thank you Sharon.Goodman Eamonn_Gillen Eamonn_Gillen All programs are super sensitive when using mouse, suspect that it is faulty. I have sent a new one via Internal Post, Sharon will call back if there is still a problem.**Call resolved by Eamonn_Gillen**

F1234884 Incident Positive Really good! rosie.smith Eamonn_Gillen Eamonn_Gillen All Icons are showing as PDF files. Fixed with regedit.**Call resolved by Eamonn_Gillen**

F1235121 Incident Positive Sue.Rowlands Eamonn_Gillen Eamonn_Gillen Problem with java in e-learning, closed & restarted e-learning from the portal, now working okay.**Call resolved by Eamonn_Gillen**

F1235348 Incident Positive Thank you well done Elaine.Cooper Eamonn_Gillen Eamonn_Gillen Unable to access Reablement South West mailbox & remove Reablement Mid mailbox. Reablement South West mailbox has been mapped & will take up to an hour after the time of this update to take effect.**Call resolved by Eamonn_Gillen**

F1235376 Incident Positive most helpful and knowledgable of the problem

alan.parsons Eamonn_Gillen Eamonn_Gillen E-Learning flash player not working, closed IE & restarted. Accessed the E_Learning from the Portal, now working okay.**Call resolved by Eamonn_Gillen (switched in group context)**

24

F1236097 Incident Positive bob.trueman Eamonn_Gillen Eamonn_Gillen Java problem in E-Learning, closed down IE & accessed E-Learning from front page of Intranet.**Call resolved by Eamonn_Gillen**

F1236277 Incident Positive Kerry.allen Eamonn_Gillen Eamonn_Gillen Attribute 4 was changed using Exchange Tools.**Call resolved by Eamonn_Gillen**

F1236540 Incident Positive Eamonn was very helpful and knowledgeable in talking me through my query.

Linda.Watson Eamonn_Gillen Eamonn_Gillen Emails that were sent from Linda's profile (Including "Central Payments") were showing in Linda's persona;l email account, not Central Payments. I have created a profile for Central Payments & Linda now has the option when Outlook starts to open eith >>>

F1236960 Incident Positive thank you for your help Clare.Hall Eamonn_Gillen Eamonn_Gillen Unable to access E-Learning from link. Advised to access it from the front page of the Essex Intranet page.**Call resolved by Eamonn_Gillen**

F1236980 Incident Positive Very helpful Tim.Short Eamonn_Gillen Eamonn_Gillen Outlook not working, asking for a password. I have advised customer to restart Outlook & when the Password box appears, to choose Other User then fill in User Name & Password. They also have checked the Remember Credentials tick box. Outlook is now w >>>

F1237120 Incident Positive Helen.Hull selfservice Eamonn_Gillen Started E-Learning from the Front page of Intranet, this is now working.**Call resolved by Eamonn_Gillen**

F1238215 Incident Positive very fast response Denis.Bradshaw Eamonn_Gillen Eamonn_Gillen Denis has had a noticed a missing sub folder of a team mailbox. I have located this & moved it back to its original location.**Call resolved by Eamonn_Gillen**

F1238216 Incident Positive Very fast reponse Denis.Bradshaw Eamonn_Gillen Eamonn_Gillen Denis has had a noticed a missing sub folder of a team mailbox. I have located this & moved it back to its original location.**Call resolved by Eamonn_Gillen**

F1238497 Incident Positive Thank you! Liz.Webber Eamonn_Gillen Eamonn_Gillen Reset home page on IE**Call resolved by Eamonn_Gillen**

F1238498 Incident Positive Colin.Ismay Eamonn_Gillen Eamonn_Gillen The following account is locked out:- Colin.Ismay**Call resolved by Eamonn_Gillen**

F1238539 Incident Positive Effecitve and efficient response

Kathy.Bennett selfservice Eamonn_Gillen Customer reports that the incident is resolved**Call resolved by Eamonn_Gillen (switched in group context)**

F1238762 Incident Positive Louise.sartori Eamonn_Gillen Eamonn_Gillen E-Learning is crashing at the Flash / Text option page. Advised customer to access E-Learning from the front page of the ECC Intranet & access it from there. Customer has tried this & it is working okay.**Call resolved by Eamonn_Gillen (switched in g >>>

F1238796 Incident Positive jed.gensberg Eamonn_Gillen Eamonn_Gillen The following account is locked out:- jed.gensberg**Call resolved by Eamonn_Gillen (switched in group context)**

F1238823 Incident Positive Incident resolved quickly and professionally.

Duncan.Ford selfservice Eamonn_Gillen Customer reports that the issue is resolved.**Call resolved by Eamonn_Gillen (switched in group context)**

F1238885 Incident Positive Hilary.Steel2 Eamonn_Gillen Eamonn_Gillen The following account requires a password reset: Hilary.Steel2**Call resolved by Eamonn_Gillen (switched in group context)**

25

F1239163 Incident Positive Phone answered quickly and issue dealt with in a friendly but professional manner as quickly as possible with restraints of

jackie.bath Eamonn_Gillen Eamonn_Gillen The following account is locked out:- jackie.bath**Call resolved by Eamonn_Gillen (switched in group context)**

F1239307 Incident Positive very helpful and patient! gwenda.shawyer Eamonn_Gillen Eamonn_Gillen The following account is locked out:- gwenda.shawyer**Call resolved by Eamonn_Gillen (switched in group context)**

F1239446 Incident Positive Kathy.Bennett Eamonn_Gillen Eamonn_Gillen The following account is locked out:- Kathy.Bennett**Call resolved by Eamonn_Gillen (switched in group context)**

F1239473 Incident Positive charlotte.simpson Eamonn_Gillen Eamonn_Gillen E-Learning is crashing at the Flash / Text option page. Advised customer to access E-Learning from the front page of the ECC Intranet & access it from there. Customer has tried this & it is working okay.**Call resolved by Eamonn_Gillen (switched in g >>>

F1239677 Incident Positive Very helpful, matter resolved. brian.denton Eamonn_Gillen Eamonn_Gillen The following account requires a password reset: brian.denton**Call resolved by Eamonn_Gillen (switched in group context)**

F1239886 Incident Positive sorted straight awy - cheers! Lise.Bird Eamonn_Gillen Eamonn_Gillen The following account is locked out:- Lise.Bird**Call resolved by Eamonn_Gillen (switched in group context)**

F1239894 Incident Positive Excellent, many thanks Anne.Jones Eamonn_Gillen Eamonn_Gillen The following account is locked out:- Anne.Jones**Call resolved by Eamonn_Gillen (switched in group context)**

F1239900 Incident Positive Nina.Prior selfservice Eamonn_Gillen Customer reports that the issue is resolved.**Call resolved by Eamonn_Gillen (switched in group context)**

F1240015 Incident Positive Really quick and very helpful Jenny.Dorward selfservice Eamonn_Gillen I have run a "GPUpdate /force" on Jenny's Laptop. If there still is an issue connecting from home, Jenny will can & we can reactivate this incident.**Call resolved by Eamonn_Gillen**

F1240104 Incident Positive Thank you Kerry.Shannahan selfservice Eamonn_Gillen Laptop had a forced shutdown, was restarted & then lock & shutdown worked normally.**Call resolved by Eamonn_Gillen (switched in group context)**

F1240476 Incident Positive Thanks for resolving this so quickly Eamonn

Kirsty.Parks Eamonn_Gillen Eamonn_Gillen Black border around screen after receiving a new laptop. I have run a GPUpdate /force, Kirsty will call back if there is still a problem.**Call resolved by Eamonn_Gillen**

F1240494 Incident Positive Eamonn was very helpful and polite!

zoe.livermore Eamonn_Gillen Eamonn_Gillen The following account is locked out:- zoe.livermore**Call resolved by Eamonn_Gillen (switched in group context)**

F1240559 Incident Positive . helen.foster Eamonn_Gillen Eamonn_Gillen The following account is locked out:- helen.foster**Call resolved by Eamonn_Gillen (switched in group context)**

F1240726 Incident Positive Great service, thank you! Andree.Race Eamonn_Gillen Eamonn_Gillen The following account is locked out:- Andree.Race**Call resolved by Eamonn_Gillen (switched in group context)**

F1240956 Incident Positive Vas.Soteriou selfservice Eamonn_Gillen Vas will raise a Service Request for a Lync number & maybe a Headset.**Call resolved by Eamonn_Gillen**

F1241158 Incident Positive gary.knight Eamonn_Gillen Eamonn_Gillen The following account is locked out:- gary.knight**Call resolved by Eamonn_Gillen**

F1243619 Incident Positive solved very quickly :) allan.fairweather Eamonn_Gillen Eamonn_Gillen The following account is locked out:- allan.fairweather**Call resolved by Eamonn_Gillen**

26

F1243894 Incident Positive Excellent service tracy.mileham Eamonn_Gillen Eamonn_Gillen The following account is locked out:- tracy.mileham**Call resolved by Eamonn_Gillen**

F1243895 Incident Positive Friendly and helpful - many thanks

James.Hutchon Eamonn_Gillen Eamonn_Gillen The following account is locked out:- James.Hutchon**Call resolved by Eamonn_Gillen**

F1244106 Incident Positive selvet.sanger Eamonn_Gillen Eamonn_Gillen The following account is locked out:- selvet.sanger**Call resolved by Eamonn_Gillen**

F1244206 Incident Positive brilliant friendly service and quickly resolved!

sasha.halls2 Eamonn_Gillen Eamonn_Gillen The following account is locked out:- sasha.halls2**Call resolved by Eamonn_Gillen**

F1244741 Incident Positive Kishore.Bachu Eamonn_Gillen Eamonn_Gillen Unable to login, problem resolved itself whilst on the phone.**Call resolved by Eamonn_Gillen**

F1244743 Incident Positive Ruth.Baker Eamonn_Gillen Eamonn_Gillen Java update for Oracle on new Laptop. Java installed, now working okay.**Call resolved by Eamonn_Gillen**

F1244910 Incident Positive super helpful, thank you very much

Sally.Davis3 Eamonn_Gillen Eamonn_Gillen The following account requires a password reset: Sally.Davis3**Call resolved by Eamonn_Gillen (switched in group context)**

F1244949 Incident Positive jenna.duggan Eamonn_Gillen Eamonn_Gillen The following account is locked out:- jenna.duggan**Call resolved by Eamonn_Gillen (switched in group context)**

F1244951 Incident Positive jenna.duggan Eamonn_Gillen Eamonn_Gillen The following account is locked out:- jenna.duggan**Call resolved by Eamonn_Gillen (switched in group context)**

F1244955 Incident Positive sorted very quickly. Thank you helen.probert Eamonn_Gillen Eamonn_Gillen The following account is locked out:- helen.probert**Call resolved by Eamonn_Gillen (switched in group context)**

F1245097 Incident Positive Jane.Sullivan Eamonn_Gillen Eamonn_Gillen Janes Laptop was giving the error that it was out of resources & would not let her log on. The laptop was restarted in safe mode & then shut down & restarted again in normal mode. this appears to have resolved the issue.**Call resolved by Eamonn_Gill >>>

F1245184 Incident Positive Glenda.Turner Eamonn_Gillen Eamonn_Gillen The following account is locked out:- Glenda.Turner**Call resolved by Eamonn_Gillen (switched in group context)**

F1245187 Incident Positive Kim.Wood2 Eamonn_Gillen Eamonn_Gillen The following account is locked out:- Kim.Wood2**Call resolved by Eamonn_Gillen (switched in group context)**

F1245192 Incident Positive James.Adams Eamonn_Gillen Eamonn_Gillen The following account is locked out:- James.Adams**Call resolved by Eamonn_Gillen (switched in group context)**

F1245198 Incident Positive thank you very quick service to resolve problem :)

sally.baldwin2 Eamonn_Gillen Eamonn_Gillen The following account is locked out:- sally.baldwin2**Call resolved by Eamonn_Gillen (switched in group context)**

F1245703 Incident Positive Kim.Lawrence Eamonn_Gillen Eamonn_Gillen Issue resolved**Call resolved by Eamonn_Gillen**

F1245850 Incident Positive helen.code Eamonn_Gillen Eamonn_Gillen Unable to run E-Learning from the email link. Accessed E-Learning fron the front page of the Intranet, now working okay.**Call resolved by Eamonn_Gillen (switched in group context)**

F1245863 Incident Positive Perfect angela.hodgson2 Eamonn_Gillen Eamonn_Gillen Windows & apps not loading properly. Restarted in Safe Mode & then shut down & restarted in Normal Mode, this appears to have resolved the issue.**Call resolved by Eamonn_Gillen (switched in group context)**

27

F1246137 Incident Positive Thank you for resolving the issue so promptly I very much appreciated the time taken to ensure I could access my system

sian.ansell Eamonn_Gillen Eamonn_Gillen The following account requires a password reset: sian.ansell This has been changed manually as Sian has a password that does not change due to an earlier problem with her account.**Call resolved by Eamonn_Gillen (switched in group context)**

F1246266 Incident Positive Brilliant - thanks for the help - sorted and got me back into TERMS.

suzanne.chisholm Eamonn_Gillen Eamonn_Gillen Terms was greyed out, restarted Desktop & Reset on Terms server, now working okay.**Call resolved by Eamonn_Gillen (switched in group context)**

F1246343 Incident Positive Gareth.Harford Eamonn_Gillen Eamonn_Gillen The following account is locked out:- Gareth.Harford**Call resolved by Eamonn_Gillen (switched in group context)**

F1246512 Incident Positive Excellent service Dennis.Bateman Eamonn_Gillen Eamonn_Gillen Accounts extended as per email.**Call resolved by Eamonn_Gillen**

F1246592 Incident Positive caroline.heyworth Eamonn_Gillen Eamonn_Gillen Customer reports that the issue is resolved.**Call resolved by Eamonn_Gillen**

F1247011 Incident Positive Very helpful service with good outcome. Thank you

caroline.sharp Eamonn_Gillen Eamonn_Gillen The following account is locked out:- caroline.sharp**Call resolved by Eamonn_Gillen (switched in group context)**

F1247295 Incident Positive Excellent and professional service

Angela.Rowling Eamonn_Gillen Eamonn_Gillen The following account is locked out:- Angela.Rowling**Call resolved by Eamonn_Gillen**

F1247335 Incident Positive Bev.Rossi Eamonn_Gillen Eamonn_Gillen The following account is locked out:- Bev.Rossi**Call resolved by Eamonn_Gillen**

F1248685 Incident Positive thanks for quick resolution shawaab.rahim Eamonn_Gillen Eamonn_Gillen The following account is locked out:- shawaab.rahim**Call resolved by Eamonn_Gillen**

F1249452 Incident Positive Resolved quickly, many thanks

Joanna.Winchester

Eamonn_Gillen Eamonn_Gillen The following account is locked out:- Joanna.Winchester**Call resolved by Eamonn_Gillen**

F1249577 Incident Positive Sara.Antolin Eamonn_Gillen Eamonn_Gillen Locked out of Outlook, opened Credentials Box & logged in as other user & ticked Remember Credentials box. I have also unticked the Connect to Microsoft Exchange using HTTP box in Account Settings. Outlook is now working okay.**Call resolved by Eamon >>>

F1249700 Incident Positive Very quick and effecient, thank you.

Claire.Hedges Eamonn_Gillen Eamonn_Gillen OST file is corrupted - Renamed & recreated, mailboxes have been updated.**Call resolved by Eamonn_Gillen**

F1249708 Incident Positive a very good service Emma.Gleadell Eamonn_Gillen Eamonn_Gillen Locked out of Outlook, opened Credentials Box & logged in as other user & ticked Remember Credentials box. I have also unticked the Connect to Microsoft Exchange using HTTP box in Account Settings. Outlook is now working okay.**Call resolved by Eamon >>>

F1249785 Incident Positive Laura.Davies Eamonn_Gillen Eamonn_Gillen The following account is locked out:- Laura.Davies**Call resolved by Eamonn_Gillen (switched in group context)**

F1249835 Incident Positive stephen.rowe Eamonn_Gillen Eamonn_Gillen The following account is locked out:- Stephen.Rowe**Call resolved by Eamonn_Gillen**

F1250014 Incident Positive Thank you for the fast effective service!

Abena.Opoku-Agyeman

Eamonn_Gillen Eamonn_Gillen The following account is locked out:- Abena.Opoku-Agyeman**Call resolved by Eamonn_Gillen**

F1250022 Incident Positive Karen.Aston Eamonn_Gillen Eamonn_Gillen The following account is locked out:- Karen.Aston**Call resolved by Eamonn_Gillen**

F1250309 Incident Positive donna.chapman Eamonn_Gillen Eamonn_Gillen The following account requires a password reset: donna.chapman**Call resolved by Eamonn_Gillen**

28

F1250370 Incident Positive Chelmsford.Library

Eamonn_Gillen Eamonn_Gillen The following account is locked out:- Chelmsford.Library**Call resolved by Eamonn_Gillen**

F1250509 Incident Positive Candice.White Eamonn_Gillen Eamonn_Gillen The following account is locked out:- Candice.White**Call resolved by Eamonn_Gillen**

F1250517 Incident Positive gillian.sansom Eamonn_Gillen Eamonn_Gillen The following account is locked out:- gillian.sansom**Call resolved by Eamonn_Gillen**

F1250520 Incident Positive Danny was great Siobhain.Martin Eamonn_Gillen Eamonn_Gillen New user with new Laptop, GPUpdatre required. GPUpdate run, now working okay.**Call resolved by Eamonn_Gillen**

F1250528 Incident Positive Kira.Fisher2 Eamonn_Gillen Eamonn_Gillen The following account is locked out:- Kira.Fisher2**Call resolved by Eamonn_Gillen**

F1250559 Incident Positive Quickly resolved and friendly advice, thanks.

Jodie.Miller Eamonn_Gillen Eamonn_Gillen The following account is locked out:- Jodie.Miller**Call resolved by Eamonn_Gillen**

F1250624 Incident Positive My call was answered very quickly & my account was unlocked in no time! Exactly what I needed during a very busy time!! Than

Janice.Smith Eamonn_Gillen Eamonn_Gillen The following account is locked out:- Janice.Smith**Call resolved by Eamonn_Gillen**

F1250666 Incident Positive Amy.Saunders Eamonn_Gillen Eamonn_Gillen Customer requires to have a drive mapped to their profile. Mapped the drive specified by the customer to their profile via My Computer > Tools > Map Network Drive. Opened the mapped drive afterwards to confirm that it mapped successfully.**Call res >>>

F1250713 Incident Positive Natalie.Cattell Eamonn_Gillen Eamonn_Gillen Laptop reported a lack of resources, reboot fixed issue.**Call resolved by Eamonn_Gillen**

F1250725 Incident Positive Deborah.Adams Eamonn_Gillen Eamonn_Gillen The following account is locked out of Infobase :- Deborah.Adams Using other account in the credentials box has resolved the issue.**Call resolved by Eamonn_Gillen**

F1250749 Incident Positive Promptly resolved my issue, Cheerfull chap :) thumbs up

Kaz.Duffield Eamonn_Gillen Eamonn_Gillen The following account is locked out:- Kaz.Duffield**Call resolved by Eamonn_Gillen (switched in group context)**

F1250896 Incident Positive Patricia.Haines Eamonn_Gillen Eamonn_Gillen The following account is locked out:- Patricia.Haines**Call resolved by Eamonn_Gillen (switched in group context)**

F1251468 Incident Positive Excellent service Sarah.Neville Eamonn_Gillen Eamonn_Gillen No call from Sarah, so assumed that the restart resolved the issue.**Call resolved by Eamonn_Gillen**

F1251531 Incident Positive Christine.Walmsley2

Eamonn_Gillen Eamonn_Gillen The following account requires a password reset: Christine.Walmsley2**Call resolved by Eamonn_Gillen**

F1251738 Incident Positive Very quick reponse and extremely efficient.

Jane.Bass Eamonn_Gillen Eamonn_Gillen The following account is locked out:- Jane.Bass**Call resolved by Eamonn_Gillen**

F1251798 Incident Positive Good service sue.onions Eamonn_Gillen Eamonn_Gillen The following account is locked out:- sue.onions**Call resolved by Eamonn_Gillen**

F1251799 Incident Positive sue.onions Eamonn_Gillen Eamonn_Gillen The following account is locked out:- sue.onions**Call resolved by Eamonn_Gillen**

F1251822 Incident Positive Eileen.Williams Eamonn_Gillen Eamonn_Gillen Eileen received an email from scanner@essexcc.gov.uk this address does not exist on AD. The email was previewed but the name of the attachment did not mean anything to Eileen. I deleted the email without opening.**Call resolved by Eamonn_Gillen**

29

F1251934 Incident Positive Victoria.Wiens Eamonn_Gillen Eamonn_Gillen The following account is locked out:- Victoria.Wiens**Call resolved by Eamonn_Gillen**

F1252034 Incident Positive jacky.castle Eamonn_Gillen Eamonn_Gillen The following account is locked out:- jacky.castle**Call resolved by Eamonn_Gillen (switched in group context)**

F1252429 Incident Positive Emma.Toms Eamonn_Gillen Eamonn_Gillen The following account is locked out:- Emma.Toms**Call resolved by Eamonn_Gillen**

F1252625 Incident Positive Maria.Lason Eamonn_Gillen Eamonn_Gillen The following account was locked out:- Maria.Lason**Call resolved by Eamonn_Gillen (switched in group context)**

F1252684 Incident Positive Incredibly helpful advice to enable me to access outlook whilst there is a major problem with this. Thank you

Trudi.Bishop selfservice Eamonn_Gillen Trudi is able to send her emails when logging in using "other account".**Call resolved by Eamonn_Gillen**

F1252825 Incident Positive Great service. Michelle.Hargie Eamonn_Gillen Eamonn_Gillen 3 x 2m Network cables sent via Internal Post.**Call resolved by Eamonn_Gillen**

F1253396 Incident Positive Carole.Bailey Eamonn_Gillen Eamonn_Gillen The following account is locked out:- Carole.Bailey**Call resolved by Eamonn_Gillen**

F1253416 Incident Positive Ruby.Purewal Eamonn_Gillen Eamonn_Gillen The following account is locked out:- Ruby.Purewal**Call resolved by Eamonn_Gillen**

F1253492 Incident Positive Friendly and helpful service. tonia.hart Eamonn_Gillen Eamonn_Gillen Customer requires to have a drive mapped to their profile. Mapped the drive specified by the customer to their profile via My Computer > Tools > Map Network Drive. Opened the mapped drive afterwards to confirm that it mapped successfully.**Call res >>>

F1253569 Incident Positive quickly understood and resolved issue and gave helpful information regarding another issue.

deborah.orme Eamonn_Gillen Eamonn_Gillen The following account is locked out:- deborah.orme**Call resolved by Eamonn_Gillen**

F1253704 Incident Positive Very speedy. I know you are busy at the moment. Thanks

amanda.rooke Eamonn_Gillen Eamonn_Gillen The following account is locked out:- amanda.rooke**Call resolved by Eamonn_Gillen**

F1253722 Incident Positive Excellent service. Clearly explained what i needed to do and the incdent was resoled in a matter of minutes within getting b

Lisa.Judge Eamonn_Gillen Eamonn_Gillen Reset session in Profile 2000, now working okay.**Call resolved by Eamonn_Gillen**

F1254280 Incident Positive Quick and efficient response. Thank you.

elwira.shuttlewood

Eamonn_Gillen Eamonn_Gillen OST was renamed & Outlook restarted, this appears to have resolved the issue. I have also added two mailboxes that were on Elwira's original account.**Call resolved by Eamonn_Gillen (switched in group context)**

F1254344 Incident Positive Fabulous service - thank you! alexandra.flint Eamonn_Gillen Eamonn_Gillen The following account is locked out:- alexandra.flint**Call resolved by Eamonn_Gillen (switched in group context)**

F1255851 Incident Positive Very helpful, thank you Sue.Miller1 Eamonn_Gillen Eamonn_Gillen FIM setup, now working using link.**Call resolved by Eamonn_Gillen**

F1255860 Incident Positive Janice.Witts Eamonn_Gillen Eamonn_Gillen The following account is locked out:- Janice.Witts**Call resolved by Eamonn_Gillen**

F1255993 Incident Positive Excellent and extremely efficient, thank you :)

Joanna.Rice Eamonn_Gillen Eamonn_Gillen TERMS reset, now working okay.**Call resolved by Eamonn_Gillen**

30

F1255995 Incident Positive jenny.gentry Eamonn_Gillen Eamonn_Gillen Restored previous version of Excel spreadsheet.**Call resolved by Eamonn_Gillen**

F1256030 Incident Positive All resolved. Julie.Taylor Eamonn_Gillen Eamonn_Gillen Julie did not have access to all applications. Julie mentioned that she logged on as julie.taylor, her AD account had her login as julie.taylor2. I changed this to julie.taylor & asked Julie to reboot. After the reboot she could access all applicatio >>>

F1256060 Incident Positive Prompt and pleasant service thank you

Mary.Morris Shea_Monahan

Eamonn_Gillen Mary has called & I have cleared an additional 15.2gb from her Laptop**Call resolved by Eamonn_Gillen**

F1256180 Incident Positive super fast and really helpful thank you

Michelle.Simmons Eamonn_Gillen Eamonn_Gillen Password protect a PDF document. I guided Michelle throufg the process of password protecting a pdf through importing into Word.**Call resolved by Eamonn_Gillen**

F1256188 Incident Positive Thank you Christine.Smith Eamonn_Gillen Eamonn_Gillen The following account is locked out:- Christine.Smith**Call resolved by Eamonn_Gillen**

F1256363 Incident Positive Kate.Martin Eamonn_Gillen Eamonn_Gillen The following account is locked out:- Kate.Martin**Call resolved by Eamonn_Gillen**

F1256554 Incident Positive Very helpful and speedy! Victoria.Camp Eamonn_Gillen Eamonn_Gillen Restored spreadsheet from earlier version. Checked & working okay.**Call resolved by Eamonn_Gillen**

F1256575 Incident Positive Kate.Martin Eamonn_Gillen Eamonn_Gillen The following account is locked out:- Kate.Martin**Call resolved by Eamonn_Gillen**

F1256598 Incident Positive The service was excellent and despite it being after 5 oclock the service and attitude of the employee was faultless. I was

Sylvia.Ruck Eamonn_Gillen Eamonn_Gillen The following account is locked out:- Sylvia.Ruck**Call resolved by Eamonn_Gillen**

F1256859 Incident Positive Kim.Hicks Eamonn_Gillen Eamonn_Gillen The following account is locked out:- Kim.Hicks**Call resolved by Eamonn_Gillen**

F1258386 Incident Positive Excellent service thanks very much!

Susan.Bowers-Hamilto

Eamonn_Gillen Eamonn_Gillen The following account is locked out:- Susan.Bowers-Hamilto**Call resolved by Eamonn_Gillen**

F1258504 Incident Positive steven.butcher selfservice Eamonn_Gillen Customer reports that the issue is resolved.**Call resolved by Eamonn_Gillen**

F1258645 Incident Positive Vicky.Branchett Eamonn_Gillen Eamonn_Gillen Account extended to 31/10/15 as per email instructions.**Call resolved by Eamonn_Gillen**

F1259117 Incident Positive Susan.Cass selfservice Eamonn_Gillen MI F1259184 resolved.**Call resolved by Eamonn_Gillen (switched in group context)**

F1259186 Incident Positive paul.cornwell2 selfservice Eamonn_Gillen MI F1259184 resolved.**Call resolved by Eamonn_Gillen (switched in group context)**

F1259870 Incident Positive Very helpful staff. Shan.Clear selfservice Eamonn_Gillen Sent Shan shortcut to E-Payroll via Lync & added it to favourites. Login page now comes up. Shan will contact the E-Payroll team about changing the name on her payslip.**Call resolved by Eamonn_Gillen**

F1260112 Incident Positive dick.madden Eamonn_Gillen Eamonn_Gillen The following account requires a password reset: dick.madden**Call resolved by Eamonn_Gillen**

F1260566 Incident Positive Christopher.Golding

Eamonn_Gillen Eamonn_Gillen Email signature is using the old one. This has now been deleted & a new one created & tested.**Call resolved by Eamonn_Gillen**

F1260569 Incident Positive Thank you, very good and fast :)

angela.barrettjolley

Eamonn_Gillen Eamonn_Gillen The following account is locked out:- angela.barrettjolley**Call resolved by Eamonn_Gillen**

31

F1261842 Incident Positive charlotte.sear Eamonn_Gillen Eamonn_Gillen Unable to access Teamshare drive. Tried accessing it from Windows Explorer as opposed to the shortcut & it worked. I suspect that this was a hangover from the issues yesterday.**Call resolved by Eamonn_Gillen**

F1261855 Incident Positive john.jupp2 Eamonn_Gillen Eamonn_Gillen Black border around screen, GPUpdate required. This has been run & laptop is working okay.**Call resolved by Eamonn_Gillen**

F1263355 Incident Positive Laura.Wilkinson Eamonn_Gillen Eamonn_Gillen The following account requires a password reset: Laura.Wilkinson**Call resolved by Eamonn_Gillen**

F1263520 Incident Positive simisola.martins Eamonn_Gillen Eamonn_Gillen The following account is locked out:- simisola.martins**Call resolved by Eamonn_Gillen**

F1263782 Incident Positive Thank you Gavin.Fuller Eamonn_Gillen Eamonn_Gillen Gavin has had a new Laptop, but is missing tasks in Outlook. Looking at the Desktop, it appears that the Laptop requires a GPUpdate which has been done. Gavin has let us know that this has worked.**Call resolved by Eamonn_Gillen**

F1263800 Incident Positive Denise.McLaughlin Eamonn_Gillen Eamonn_Gillen The following account is locked out:- Denise.McLaughlin**Call resolved by Eamonn_Gillen**

F1263804 Incident Positive Grahame.Pinder Eamonn_Gillen Eamonn_Gillen Mailbox setup in Outlook, tested & working okay.**Call resolved by Eamonn_Gillen**

F1263811 Incident Positive wendy.esquivel Eamonn_Gillen Eamonn_Gillen Settings changed so that closing the lid on the laptop does not put it into sleep mode.**Call resolved by Eamonn_Gillen**

F1264222 Incident Positive Charlotte.Mcmanus

Eamonn_Gillen Eamonn_Gillen The following account is locked out:- Charlotte.Mcmanus**Call resolved by Eamonn_Gillen**

F1264609 Incident Positive neil.woodcock Eamonn_Gillen Eamonn_Gillen The following account is locked out:- neil.woodcock**Call resolved by Eamonn_Gillen**

F1264728 Incident Positive Excellent service Wendy.Grieve Eamonn_Gillen Eamonn_Gillen 2 Spreadsheets restored to previous versions. Checked & working okay.**Call resolved by Eamonn_Gillen**

F1264772 Incident Positive Very quick and efficient ,Thank you.

Lisa.Adams2 Eamonn_Gillen Eamonn_Gillen The following account is locked out:- Lisa.Adams2**Call resolved by Eamonn_Gillen**

F1264974 Incident Positive Coral.Mullin Eamonn_Gillen Eamonn_Gillen The following account is locked out:- Coral.Mullin**Call resolved by Eamonn_Gillen**

F1265274 Incident Positive Brilliant thanks! Christine.Tarr Eamonn_Gillen Eamonn_Gillen Changed power settings so that the monitor did not power off when the Laptop lid was shut.**Call resolved by Eamonn_Gillen**

F1265645 Incident Positive explained everything in easy to understand language and helped me quickly and clearly a really great help

tonia.goodwin Eamonn_Gillen Eamonn_Gillen Customer requires to have a drive mapped to their profile. Mapped the drive specified by the customer to their profile via My Computer > Tools > Map Network Drive. Opened the mapped drive afterwards to confirm that it mapped successfully.**Call res >>>

F1265694 Incident Positive Eamonn was brilliant - kind and did not make me feel foolish for such a minor issue, he persevered until he solved the probl

Anne.Chamberlain Eamonn_Gillen Eamonn_Gillen Outlook filter was set so that only unread emails were visible. This filter has now been cleared & all emails are visible**Call resolved by Eamonn_Gillen**

32

F1265742 Incident Positive Eamonn was very helpful and resolved the issue quickly. He was also polite and had a friendly approach, happily answering so

amy.rosas Eamonn_Gillen Eamonn_Gillen Drive mapped & Mailbox added, both tested & working okay.**Call resolved by Eamonn_Gillen**

F1265762 Incident Positive Good ewen.pearson2 Eamonn_Gillen Eamonn_Gillen Customer requires to have a drive mapped to their profile. Mapped the drive specified by the customer to their profile via My Computer > Tools > Map Network Drive. Opened the mapped drive afterwards to confirm that it mapped successfully.**Call res >>>

F1267617 Incident Positive Very helpful and efficient, thank you

Amanda.Bentley Eamonn_Gillen Eamonn_Gillen The following account is locked out:- Amanda.Bentley**Call resolved by Eamonn_Gillen**

F1267836 Incident Positive efficient. Melanie.Stone Eamonn_Gillen Eamonn_Gillen The following account requires a password reset: Melanie.Stone**Call resolved by Eamonn_Gillen**

F1268082 Incident Positive Eamonn was most helpful and was very patient in dealing with me!

christine.lawrence Eamonn_Gillen Eamonn_Gillen Accidentally moved folder was moved back to correct location.**Call resolved by Eamonn_Gillen (switched in group context)**

F1268084 Incident Positive Claire.Silversword Eamonn_Gillen Eamonn_Gillen Outlook problem - Suspect that its OST corruption. All OST files were renamed & Outlook has been restarted. This appears to have resolved the issue.**Call resolved by Eamonn_Gillen (switched in group context)**

F1268508 Incident Positive samantha.bernstone

selfservice Eamonn_Gillen Sam has called & I have remoted on & cleared out the temp files & cookies. The OST is small in size, so this is not the issue. I suspect that the performance issue is due to the age of the Laptop. As Samantha is getting a new Laptop in 2 weeks, she w >>>

F1269388 Incident Positive Jonathan.Sclare Eamonn_Gillen Eamonn_Gillen The following account is locked out:- Jonathan.Sclare**Call resolved by Eamonn_Gillen**

F1269782 Incident Positive charles.cozens selfservice Eamonn_Gillen Issue is resolved, Problem has been reported to Dan Johnson who will update the Project Team.**Call resolved by Eamonn_Gillen (switched in group context)**

F1269811 Incident Positive prompt, helpful and responsive. thank you

Helen.Gay Eamonn_Gillen Eamonn_Gillen Excel Spreadsheet restored to previous version. checked & working okay.**Call resolved by Eamonn_Gillen**

F1269961 Incident Positive swift and professionally executed ...Keep it up

harold.afful Eamonn_Gillen Eamonn_Gillen The following account is locked out:- harold.afful**Call resolved by Eamonn_Gillen**

F1269968 Incident Positive very good service no problems with the help i recieved

Tara.Miller Eamonn_Gillen Eamonn_Gillen Problem with not being able to print. Changed the default printer & now its working okay.**Call resolved by Eamonn_Gillen**

F1270449 Incident Positive Very helpful. Julie.Kane Eamonn_Gillen Eamonn_Gillen The following account is locked out:- Julie.Kane**Call resolved by Eamonn_Gillen**

F1270510 Incident Positive Terms log in problem resolved v quickly . Many thanks

Patricia.Fisher Eamonn_Gillen Eamonn_Gillen TERMS Reset, tested & working okay.**Call resolved by Eamonn_Gillen**

F1270550 Incident Positive Jane.Bass Eamonn_Gillen Eamonn_Gillen MI F1270552 has been resolved.**Call resolved by Eamonn_Gillen (switched in group context)**

F1270591 Incident Positive Nice chap =) Candice.White Eamonn_Gillen Eamonn_Gillen The following account requires a password reset: Candice.White**Call resolved by Eamonn_Gillen**

F1270600 Incident Positive Sukhi.Sandhu Eamonn_Gillen Eamonn_Gillen The following account is locked out:- Sukhi.Sandhu**Call resolved by Eamonn_Gillen**

33

F1271699 Incident Positive Thank you, all seems in working order now.

Karen.Batten selfservice Eamonn_Gillen I have been advised by the Protocol team the this issue is now resolved.**Call resolved by Eamonn_Gillen (switched in group context)**

F1271720 Incident Positive Theresa.Moore selfservice Eamonn_Gillen Hi Theresa, You would need to contact the Protocol team on 01245 430150 to resolve this issue. Regards, Eamonn Gillen Essex Service Desk EssexServiceDesk@essex.gov.uk**Call resolved by Eamonn_Gillen (switched in group context)**

F1272163 Incident Positive Denise.Free selfservice Eamonn_Gillen I have advised Denise that the maximum attachment size is 15mb. Her options when sending the email due to the size when the are:- 1/ Split the document for sending as attachments. 2/ Burn to CD. 3/ SR for access to File Transfer site. 4/ SR fo >>>

F1272699 Incident Positive naomi.farrell Eamonn_Gillen Eamonn_Gillen Outlook not sending emails, advised Charlotte to reboot & then try. This has resolved the issue.**Call resolved by Eamonn_Gillen**

F1273200 Incident Positive claire.chaffe Eamonn_Gillen Eamonn_Gillen The following account is locked out:- claire.chaffe**Call resolved by Eamonn_Gillen**

F1273311 Incident Positive Excellent Sandra.Mann Eamonn_Gillen Eamonn_Gillen I have set up Susan for access today. Sandra will email ESD with an end date or conformation that she is permanent.**Call resolved by Eamonn_Gillen**

F1273312 Incident Positive Moya.Cawood Eamonn_Gillen Eamonn_Gillen Network cables required. Sent 1x2m, 1x3m & 1x5m via Internal Post.**Call resolved by Eamonn_Gillen**

F1273475 Incident Positive Samantha.Sismey selfservice Eamonn_Gillen As Samantha has not called back, I suspect that the issue was with the Exchange Servers.**Call resolved by Eamonn_Gillen**

F1273678 Incident Positive Viv.Sheahan Eamonn_Gillen Eamonn_Gillen TERMS Reset**Call resolved by Eamonn_Gillen (switched in group context)**

F1273824 Incident Positive good thank you Bernadette.Connolly

Eamonn_Gillen Eamonn_Gillen The following account requires a password reset: Bernadette.Connolly**Call resolved by Eamonn_Gillen (switched in group context)**

F1273864 Incident Positive excellent service christine.hume Eamonn_Gillen Eamonn_Gillen The following account requires a password reset: christine.hume**Call resolved by Eamonn_Gillen (switched in group context)**

F1274290 Incident Positive very helpful and able to resolve on the phone there and then.

caroline.taylor Eamonn_Gillen Eamonn_Gillen Unable to connect from home, went into Causeway House & connected via cable. I was unable to remote in to do a GPUpdate or Ping the Laptop even though Outlook reported that it was connected to MS Exchange. See CaptureCT.jpg. Caroline rebooted the Lap >>>

F1274303 Incident Positive Julia.Hawkins Eamonn_Gillen Eamonn_Gillen The following account is locked out:- Julia.Hawkins**Call resolved by Eamonn_Gillen**

F1274323 Incident Positive mirela.plastir Eamonn_Gillen Eamonn_Gillen The following account is locked out:- mirela.plastir**Call resolved by Eamonn_Gillen**

F1274761 Incident Positive I was pleased with the speed with which my call was picked up and the issue with resetting my password was resolved

Paul.Hammond Eamonn_Gillen Eamonn_Gillen The following account requires a password reset: Paul.Hammond**Call resolved by Eamonn_Gillen**

F1279380 Incident Positive Menfes.Tenagashaw

Eamonn_Gillen Eamonn_Gillen No response from customer**Call resolved by Eamonn_Gillen**

34

F1279829 Incident Positive Patrick.Sturch Eamonn_Gillen Eamonn_Gillen Customer reports that the issue is resolved**Call resolved by Eamonn_Gillen (switched in group context)**

F1280014 Incident Positive mark.knight Eamonn_Gillen Eamonn_Gillen No contact from customer**Call resolved by Eamonn_Gillen**

F1280063 Incident Positive Brenda.Brown2 Eamonn_Gillen Eamonn_Gillen TERMS Reset, now working okay.**Call resolved by Eamonn_Gillen**

F1280082 Incident Positive great service thank you Kate.Bonner Eamonn_Gillen Eamonn_Gillen New VGA Cable required - New one sent via Internal Post.**Call resolved by Eamonn_Gillen**

F1280084 Incident Positive great service thank you Kate.Bonner Eamonn_Gillen Eamonn_Gillen New VGA Cable required - New one sent via Internal Post.**Call resolved by Eamonn_Gillen**

F1280982 Incident Positive Sally.Gillingham Eamonn_Gillen Eamonn_Gillen The following account is locked out:- Sally.Gillingham**Call resolved by Eamonn_Gillen**

F1281222 Incident Positive liz.lancaster2 Eamonn_Gillen Eamonn_Gillen The restart of Filezilla appears to have resolved the issue.**Call resolved by Eamonn_Gillen**

F1281681 Incident Positive Very helpful, knew exactly what I meant Thank you

Carol.Schofield Eamonn_Gillen Eamonn_Gillen New VGA cable required - Cable has been sent via Internal Post.**Call resolved by Eamonn_Gillen (switched in group context)**

F1281888 Incident Positive Eamonn was very helpful even when, through my incompetence, I had to ring him a second time.

brian.denton Eamonn_Gillen Eamonn_Gillen The following account requires a password reset: brian.denton**Call resolved by Eamonn_Gillen (switched in group context)**

F1282624 Incident Positive jonathan.parsons Eamonn_Gillen Eamonn_Gillen The following account requires a password reset: jonathan.parsons**Call resolved by Eamonn_Gillen**

F1282714 Incident Positive Dipti.Patel Eamonn_Gillen Eamonn_Gillen Missing emails in the Archive. Recreated Email profile & restarted Outlook, this appears to have corrected the problem.**Call resolved by Eamonn_Gillen**

F1282909 Incident Positive Eamonn was very helpful kathy.pearce Eamonn_Gillen Eamonn_Gillen OST corruption due to unexpected shutdown of Laptop. Suspect that it may have overheated. The OST was pointing to Kathy's documents folder as opposed to appdata\local\microsoft\outlook, this has been corrected & Outlook has been left updating.**Call >>>

F1284055 Incident Positive jackie.grover Eamonn_Gillen Eamonn_Gillen Customer called to advise that the issue had resolved itself.**Call resolved by Eamonn_Gillen (switched in group context)**

F1284114 Incident Positive hue.hewitt Eamonn_Gillen Eamonn_Gillen The following account requires a password reset: hue.hewitt**Call resolved by Eamonn_Gillen**

F1284652 Incident Positive Many thanks Anne.Jones Eamonn_Gillen Eamonn_Gillen The following account is locked out:- Anne.Jones**Call resolved by Eamonn_Gillen (switched in group context)**

F1284959 Incident Positive Samuel.Fitzpatrick Eamonn_Gillen Eamonn_Gillen Outlook not starting, stuck on loading Profile. New profile created & Outlook restarted, this has resolved the issue.**Call resolved by Eamonn_Gillen**

F1285500 Incident Positive Rachel.Williams2 selfservice Eamonn_Gillen Customer has reported that the issue is resolved.**Call resolved by Eamonn_Gillen**

35

F1285515 Incident Positive With a "can do" attitude and a pleasant response. nothing was too much trouble and although the issue was resolved it was a

sharon.fox selfservice Eamonn_Gillen I have spoken to Sharon & Information Governance have told her that then issue is resolved.**Call resolved by Eamonn_Gillen**

F1285707 Incident Positive Jenny.Jarvis2 selfservice Eamonn_Gillen Jenny has been migrated to a new Laptop so this issue has been resolved**Call resolved by Eamonn_Gillen**

F1286748 Incident Positive neil.woodcock selfservice Eamonn_Gillen No contact from customer.**Call resolved by Eamonn_Gillen**

F1288274 Incident Positive Paula.Payne Eamonn_Gillen Eamonn_Gillen The following account requires a password reset: Paula.Payne**Call resolved by Eamonn_Gillen**

F1288275 Incident Positive Paula.Payne Eamonn_Gillen Eamonn_Gillen The following account requires a password reset: Paula.Payne**Call resolved by Eamonn_Gillen**

F1288340 Incident Positive Very prompt and easy to understand information from Eamonn Thank You

Ashley.Moorcroft Eamonn_Gillen Eamonn_Gillen Unable to print, switched FYP Server & tested, now working okay.**Call resolved by Eamonn_Gillen**

F1288883 Incident Positive Stephen.Gilbert Eamonn_Gillen Eamonn_Gillen The following account requires a password reset: Stephen.Gilbert**Call resolved by Eamonn_Gillen**

F1289432 Incident Positive Excellent Marianne.Robson Eamonn_Gillen Eamonn_Gillen The following account requires a password reset: Marianne.Robson**Call resolved by Eamonn_Gillen**

F1289462 Incident Positive Jacqui.Elliott Eamonn_Gillen Eamonn_Gillen The following account requires a password reset: Jacqui.Elliott**Call resolved by Eamonn_Gillen**

F1289502 Incident Positive Craig.Fiske Eamonn_Gillen Eamonn_Gillen Java update added to Member Of group.**Call resolved by Eamonn_Gillen**

F1289931 Incident Positive thankyou Carol.Butterworth Eamonn_Gillen Eamonn_Gillen Resolving as MI F1289727 has been resolved.**Call resolved by Eamonn_Gillen**

F1290303 Incident Positive Simon.Rollo Eamonn_Gillen Eamonn_Gillen The following account is locked out:- Simon.Rollo**Call resolved by Eamonn_Gillen**

F1290460 Incident Positive Sian.Tokeley Eamonn_Gillen Eamonn_Gillen The following account is locked out:- Sian.Tokeley**Call resolved by Eamonn_Gillen**

F1290472 Incident Positive Eamon solved my problem, quickly and efficiently. Thank You

Nicola.Pears2 Eamonn_Gillen Eamonn_Gillen Drive mapped & tested - Working okay.**Call resolved by Eamonn_Gillen**

F1290694 Incident Positive Thanks for the help anthea.wearn Eamonn_Gillen Eamonn_Gillen Laptop was not in the correct OU. Placed Laptop in the correct OU, logged off & back on, ran GPUpdate, logged off & back on, ran GPUpdate, logged off & back on again. Recreated Outlook Profile. All working okay.**Call resolved by Eamonn_Gillen**

F1290713 Incident Positive sian.smith Eamonn_Gillen Eamonn_Gillen Customer requires to have a drive mapped to their profile. Mapped the drive specified by the customer to their profile via My Computer > Tools > Map Network Drive. Opened the mapped drive afterwards to confirm that it mapped successfully.**Call res >>>

F1291181 Incident Positive Colin.Evans Eamonn_Gillen Eamonn_Gillen The following account is locked out:- Colin.Evans**Call resolved by Eamonn_Gillen**

F1291767 Incident Positive julie.chase2 Eamonn_Gillen Eamonn_Gillen The following account is locked out:- julie.chase2**Call resolved by Eamonn_Gillen**

36

F1291915 Incident Positive iovani.soomoodra Eamonn_Gillen Eamonn_Gillen The following account requires a password reset: iovani.soomoodra**Call resolved by Eamonn_Gillen**

F1291920 Incident Positive Resolved while I was on the phone - excellent

jane.swift Eamonn_Gillen Eamonn_Gillen No audio device, so would not play sound through speakers. selected show disabled devices & then reactivate, now working okay.**Call resolved by Eamonn_Gillen**

F1292444 Incident Positive Amy.Hicks Eamonn_Gillen Eamonn_Gillen Advised that CG advised that Laptop needed APP-CM12-ORACLE_CLIENT-11G_11_204_R01 to be put into the Member Of Group of ESXL1020365. This has been done.**Call resolved by Eamonn_Gillen**

F1292641 Incident Positive Jo.Harvey Eamonn_Gillen Eamonn_Gillen Laptop needed GPUpdate run & then a new Outlook profile created, both of which have been done. Laptop now working okay.**Call resolved by Eamonn_Gillen**

F1293142 Incident Positive This was dealt with very well. Laura.Collins Eamonn_Gillen Eamonn_Gillen Outlook problem, keeps freezing. Have recreated profile & that did not work, so restarted Desktop then renamed all OST's. Outlook was restarted & that has appeared to have resolved the issue, although the Destop is running very slowly.**Call resolved >>>

F1293873 Incident Positive Excellent customer service from Eamon, he took the fault and established who is responsible for the VPOD and didn't just pa

jane.baptist2 Eamonn_Gillen Eamonn_Gillen The VPOD machine is allowing selections to be made on screen, but after selection the call is not going through to the recipient. Advised that MITIE support this hardware.**Call resolved by Eamonn_Gillen**

F1294254 Incident Positive Paula.Martin Eamonn_Gillen Eamonn_Gillen Customer advised that she can now access Marketplace.**Call resolved by Eamonn_Gillen**

F1294359 Incident Positive Michala.Wall Eamonn_Gillen Eamonn_Gillen The following account requires a password reset: Michala.Wall**Call resolved by Eamonn_Gillen (switched in group context)**

F1294750 Incident Positive Eamonn was very helpful and resolved the issue i had with my laptop.

Dean.Welham Eamonn_Gillen Eamonn_Gillen Customer reports that the issue is resolved.**Call resolved by Eamonn_Gillen (switched in group context)**

F1294972 Incident Positive Gareth.Harford Eamonn_Gillen Eamonn_Gillen The following account is locked out:- Gareth.Harford**Call resolved by Eamonn_Gillen**

F1294974 Incident Positive Alenka.Draycott Eamonn_Gillen Eamonn_Gillen The following account requires a password reset: Alenka.Draycott**Call resolved by Eamonn_Gillen**

F1295034 Incident Positive Excellent service Gladys.Fenn Eamonn_Gillen Eamonn_Gillen Gladys has let me know that she can now scan to email.**Call resolved by Eamonn_Gillen**

F1295461 Incident Positive Jodie.Wessell Eamonn_Gillen Eamonn_Gillen User authentication error in E-Payroll, a restart of IE resolved the issue.**Call resolved by Eamonn_Gillen**

F1295554 Incident Positive Marion.Turner Eamonn_Gillen Eamonn_Gillen Lloyds Link needed to be installed so that Marion could do her work. Checked with DH & remoted onto a colleagues machine to check the CAB file. After checking, installed it on Marion's Machine & made sure that it was working okay.**Call resolved by E >>>

F1295806 Incident Positive Execellent fast service, problem resolved within a few minutes. Thanks

Dean.Leather Eamonn_Gillen Eamonn_Gillen Customer advised that a GPUpdate was required, this has been done.**Call resolved by Eamonn_Gillen**

37

F1295851 Incident Positive Excellent help today, really friendly and didnt make me feel silly.

sarah.larkin Eamonn_Gillen Eamonn_Gillen Laptop frozen at boot, restarted with last known good, now working okay.**Call resolved by Eamonn_Gillen**

F1295994 Incident Positive Thank you for getting me working again. The service was prompt and really assisted me in supporting external customers.

Julie.Agland Eamonn_Gillen Eamonn_Gillen Problem with external keyboard. Laptop has been restarted & different port used for test. This was working & keyboard has been put back into the original port, all working okay. Reboot resolved issue.**Call resolved by Eamonn_Gillen**

F1296193 Incident Positive Very helpful Angela.Chamberlain

Eamonn_Gillen Eamonn_Gillen The following account is locked out:- Angela.Chamberlain**Call resolved by Eamonn_Gillen**

F1296233 Incident Positive very quick and very helpful Frances.Trotter Eamonn_Gillen Eamonn_Gillen The following account is locked out:- Frances.Trotter**Call resolved by Eamonn_Gillen**

F1297025 Incident Positive incredibly helpful- am really impressed with the service recieved from support/IT, polite, friendly,efficient and helpful- t

Lisa.Mcallister2 Eamonn_Gillen Eamonn_Gillen The following account is locked out:- Lisa.Mcallister2**Call resolved by Eamonn_Gillen**

F1297947 Incident Positive mathew.sebastian Eamonn_Gillen Eamonn_Gillen The following account requires a password reset: mathew.sebastian**Call resolved by Eamonn_Gillen**

F1298230 Incident Positive Ubeda.Khan Eamonn_Gillen Eamonn_Gillen Not receiving emails. Laptop required ca GPUpdate which was run & then logged off & back on. All working okay.**Call resolved by Eamonn_Gillen**

F1298237 Incident Positive jeremy.startup Eamonn_Gillen Eamonn_Gillen Outlook required Profile recreating. This has been done now Outlook is working okay.**Call resolved by Eamonn_Gillen**

F1298312 Incident Positive Margaret.Barrett-Gof

Eamonn_Gillen Eamonn_Gillen The following account requires a password reset: Margaret.Barrett-Gof**Call resolved by Eamonn_Gillen**

F1298659 Incident Positive Problem was dealt with quickly and was really helpful

sarah.green3 Eamonn_Gillen Eamonn_Gillen Problem with Outlook, profile recreated & left updating.**Call resolved by Eamonn_Gillen**

F1298879 Incident Positive Many thanks Anne.Jones Eamonn_Gillen Eamonn_Gillen IE is giving the error that Silverlight is out of date, added Silverlight to the memberof group.**Call resolved by Eamonn_Gillen**

F1299176 Incident Positive Very helpful and patient! Samantha.Rowley Eamonn_Gillen Eamonn_Gillen Outlook problem, suspect that the problem is with the default profile. I was unable to remote on or ping, though after a minute, Samantha did get a connection to the network. I was still unable to ping or remote on, so I talked Samantha through recre >>>

F1299347 Incident Positive thank you ruth.boyd selfservice Eamonn_Gillen Customer reports that she now has access to Marketplace.**Call resolved by Eamonn_Gillen**

F1299616 Incident Positive Kaz.Duffield Eamonn_Gillen Eamonn_Gillen The following account is locked out:- Kaz.Duffield**Call resolved by Eamonn_Gillen (switched in group context)**

F1299946 Incident Positive Excellent response. Very efficient. Thank you

lesley.forbeslange Eamonn_Gillen Eamonn_Gillen Outlook not working, asking for a password. I have advised customer to restart Outlook & when the Password box appears, to choose Other User then fill in User Name & Password. They also have checked the Remember Credentials tick box. Outlook is now w >>>

F1301379 Incident Positive Excellent and prompt service! Constance.Shears Eamonn_Gillen Eamonn_Gillen Outlook profile needed recreating, now working okay.**Call resolved by Eamonn_Gillen**

38

F1301389 Incident Positive Very helpful and efficient today.

Karen.Oxley Eamonn_Gillen Eamonn_Gillen POLR mailbox not updating even though other mailboxes are. I clicked on the POLR mailbox & then clicked work offline twice, this appears to have resolved the issue & I con firmed this by sending a test email.**Call resolved by Eamonn_Gillen**

F1301405 Incident Positive Walton.Library Eamonn_Gillen Eamonn_Gillen Called but no answer, unable to confirm with Walton Library that emails are being received, I suspect that the issue is resolved because I have checked with Harwich library & they are receiving them.**Call resolved by Eamonn_Gillen**

F1301474 Incident Positive Thank you for this action completed

Maureen.Ogbolu Eamonn_Gillen Eamonn_Gillen Moved email folder from deleted items back into inbox.**Call resolved by Eamonn_Gillen**

F1301587 Incident Positive Excellent service - thank you! Constance.Shears Eamonn_Gillen Eamonn_Gillen The following account is locked out:- Constance.Shears**Call resolved by Eamonn_Gillen**

F1301618 Incident Positive Michala.Jury Eamonn_Gillen Eamonn_Gillen The following account is locked out:- Michala.Jury**Call resolved by Eamonn_Gillen**

F1301792 Incident Positive very good service, thank you maura.o-malley Eamonn_Gillen Eamonn_Gillen Changes have been applied to the SMTP settings & now Maura should be able to scan to email**Call resolved by Eamonn_Gillen (switched in group context)**

F1302396 Incident Positive Janice.Taylor Eamonn_Gillen Eamonn_Gillen Janice has called back, & after ticking the boxes to allow access, Janice can now connect. If there are any more problems, Janice will call ESD.**Call resolved by Eamonn_Gillen**

F1303568 Incident Positive hassina.khan Eamonn_Gillen Eamonn_Gillen The following account requires a password reset: hassina.khan**Call resolved by Eamonn_Gillen**

F1304385 Incident Positive helpful and very patient. thank you

Lorraine.Bendon Eamonn_Gillen Eamonn_Gillen The following account requires a password reset: Lorraine.Bendon**Call resolved by Eamonn_Gillen**

F1304907 Incident Positive Jacqui.Mitchell selfservice Eamonn_Gillen Jacqui has called & due to her already having IE9, she will need to raise a Service Request to gain access to an alternative browser.**Call resolved by Eamonn_Gillen**

F1305073 Incident Positive thank you; you star:) skye.hunt Eamonn_Gillen Eamonn_Gillen The following account is locked out:- skye.hunt**Call resolved by Eamonn_Gillen**

F1305540 Incident Positive Eammon was very friendly & helpful thank you

Claire.Challis Eamonn_Gillen Eamonn_Gillen Desktop was not booting. whilst on the phone, the Desktop booted into Windows. I tested the Desktop with a Ping & Outlook, all working okay.**Call resolved by Eamonn_Gillen**

F1305770 Incident Positive Emmanuelle.CallerotW

Eamonn_Gillen Eamonn_Gillen Problem with sound not coming through speakers when playing corporate videos in Youtube. I have changed the default out device to the Laptop speakers. This has been tested & working okay.**Call resolved by Eamonn_Gillen**

F1306392 Incident Positive Stayed on the phone to see if it was resolved, even though that may have meant staying past 5.30 - much appreciated

jane.mellor Eamonn_Gillen Eamonn_Gillen The following account is locked out:- jane.mellor**Call resolved by Eamonn_Gillen (switched in group context)**

F1306875 Incident Positive thanks helen.young selfservice Eamonn_Gillen Black Toner ordered with Xerox**Call resolved by Eamonn_Gillen (switched in group context)**

F1306903 Incident Positive Allegra.Harrison Eamonn_Gillen Eamonn_Gillen The following account is locked out:- Allegra.Harrison**Call resolved by Eamonn_Gillen (switched in group context)**

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F1307180 Incident Positive Douglas.Moore Eamonn_Gillen Eamonn_Gillen The following account is locked out:- Douglas.Moore**Call resolved by Eamonn_Gillen (switched in group context)**

F1307348 Incident Positive Frances.Trotter Eamonn_Gillen Eamonn_Gillen The following account is locked out:- Frances.Trotter**Call resolved by Eamonn_Gillen (switched in group context)**

F1307503 Incident Positive Heather.Kilvington selfservice Eamonn_Gillen Customer reports that the issue is resolved.**Call resolved by Eamonn_Gillen**

F1308265 Incident Positive quickly and effectively resolved. Thank you

Nanneen.Lane Eamonn_Gillen Eamonn_Gillen The following account is locked out:- Nanneen.Lane**Call resolved by Eamonn_Gillen (switched in group context)**

F1308954 Incident Positive Yasmin.Lovece Eamonn_Gillen Eamonn_Gillen No ECL logo on external monitors, Laptop was rebooted & this has resolved the issue.**Call resolved by Eamonn_Gillen**

F1309020 Incident Positive Really helpful and professional - thank you

clare.corrigan Eamonn_Gillen Eamonn_Gillen Laptop not booting into Windows, rebooted using Last Known Good. Windows has started & Outlook has been opened & is working okay.**Call resolved by Eamonn_Gillen (switched in group context)**

F1310067 Incident Positive Fast and effective support from Eammon. Thanks

Sue.Daniels Eamonn_Gillen Eamonn_Gillen Outlook problem regarding compression of OST. OK or Cancel did nothing, so shut Outlook down, recreated profile & then restarted Outlook. Outlook started up okay & was left updating. If there is any other issues, Sue will call back.**Call resolved by >>>

F1310114 Incident Positive louise.layton-joyce

Eamonn_Gillen Eamonn_Gillen Outlook OST problem, recreated profile & tested. Now working okay, left updating.**Call resolved by Eamonn_Gillen**

F1310719 Incident Positive Great help. thank you Ellen.Purssord Eamonn_Gillen Eamonn_Gillen Problem with mailbox updating. Suspect that issue was with Server going down breaking the connection. Shutting down Outlook & filling in Credentials Box has resolved the issue.**Call resolved by Eamonn_Gillen**

F1310788 Incident Positive jack.wooltorton2 Eamonn_Gillen Eamonn_Gillen The following account is locked out:- jack.wooltorton2**Call resolved by Eamonn_Gillen**

F1310847 Incident Positive Bev.Rossi Eamonn_Gillen Eamonn_Gillen GPUpdate & Outlook OST problem, Deleted GP folders, ran GPUpdate then recreated Outlook profile & tested. Now working okay, left updating.**Call resolved by Eamonn_Gillen**

F1310942 Incident Positive Eammon was most helpful, fixing my problem immediatly and providing helpful advice.

Angela.Chamberlain

Mark_Devine Eamonn_Gillen Remoted on, issue was with Oulook trying to configure inside Outlook (The same as if it was a new setup). I have configured the GCSX mailbox that Angela uses & this is now working.**Call resolved by Eamonn_Gillen**

F1311010 Incident Positive Identified the problem and resolved it quickly.

Philip.Bull Eamonn_Gillen Eamonn_Gillen Outlook OST problem, recreated Outlook profile & tested. Now working okay, left updating.**Call resolved by Eamonn_Gillen**

F1311389 Incident Positive Thanks for the help, resolved quickly :)

Laura.Cash3 Eamonn_Gillen Eamonn_Gillen Outlook not working, asking for a password. I have advised customer to restart Outlook & when the Password box appears, to choose Other User then fill in User Name & Password. They also have checked the Remember Credentials tick box. Outlook is now w >>>

F1311702 Incident Positive Service was lovely but did take an age to get through

emma.wakeling Eamonn_Gillen Eamonn_Gillen The following account requires a password reset: emma.wakeling**Call resolved by Eamonn_Gillen**

F1312007 Incident Positive Thank you. lewis.greaves Eamonn_Gillen Eamonn_Gillen The following account is locked out:- lewis.greaves**Call resolved by Eamonn_Gillen**

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F1312336 Incident Positive Happy the matter was resolved.

Maureen.Ogbolu Eamonn_Gillen Eamonn_Gillen Outlook stuck on loading profile, Unable to remote on as Maureen was working from home. I have guided Maureen through creating a new profile & though Outlook hung again, after a couple of minutes it started updating.**Call resolved by Eamonn_Gillen ( >>>

F1313022 Incident Positive Eamon always helpful. Denise.Free Eamonn_Gillen Eamonn_Gillen GPUpdate & Outlook OST problem, Deleted GP folders, ran GPUpdate then recreated Outlook profile & tested. Now working okay, left updating.**Call resolved by Eamonn_Gillen**

F1313225 Incident Positive As ever, straight forward and resolved 1 st time - thanks

russell.green Eamonn_Gillen Eamonn_Gillen The following account requires a password reset: russell.green**Call resolved by Eamonn_Gillen**

F1313912 Incident Positive Claire.Fuller Eamonn_Gillen Eamonn_Gillen The following account is locked out:- Claire.Fuller**Call resolved by Eamonn_Gillen**

F1313953 Incident Positive Very Helpful Joyce.Evans Eamonn_Gillen Eamonn_Gillen Outlook OST problem, recreated Outlook profile & tested. Now working okay, left updating.**Call resolved by Eamonn_Gillen**

F1313966 Incident Positive Michael.Cleary Eamonn_Gillen Eamonn_Gillen Advised Michael to ask L/M to email ESD with instructions to extend account from 06/10/15.**Call resolved by Eamonn_Gillen**

F1313987 Incident Positive Sarah.White Eamonn_Gillen Eamonn_Gillen Outlook OST problem, recreated Outlook profile & tested. Now working okay, left updating.**Call resolved by Eamonn_Gillen**

F1314394 Incident Positive Excellent as usual jane.baptist2 Eamonn_Gillen Eamonn_Gillen The following account is locked out:- jane.baptist2**Call resolved by Eamonn_Gillen**

F1315778 Incident Positive Richard.Watson Eamonn_Gillen Eamonn_Gillen Laptop requires latest version of Silverlight for bespoke database to work. I have added Silverlight to the Member Of Group.**Call resolved by Eamonn_Gillen**

F1315812 Incident Positive angela.cockman Eamonn_Gillen Eamonn_Gillen The following account is locked out:- angela.cockman**Call resolved by Eamonn_Gillen**

F1315816 Incident Positive Natalie.Crispin Eamonn_Gillen Eamonn_Gillen The following account is locked out:- Natalie.Crispin**Call resolved by Eamonn_Gillen**

F1316648 Incident Positive Penny.Flowers Eamonn_Gillen Eamonn_Gillen Penny wanted the display duplicated on her external monitor from her laptop. The display was set to extend, so setting back to duplicate has resolved the issue.**Call resolved by Eamonn_Gillen**

F1316661 Incident Positive Jacqueline.Smith Eamonn_Gillen Eamonn_Gillen The following account is locked out:- Jacqueline.Smith**Call resolved by Eamonn_Gillen**

F1316699 Incident Positive Steven.Hammond Eamonn_Gillen Eamonn_Gillen The following account is locked out:- Steven.Hammond**Call resolved by Eamonn_Gillen**

F1317488 Incident Positive Andy.Gribben Eamonn_Gillen Eamonn_Gillen Cllr Julie Young needs her IPad set up so that she can print to it using her home printer. After checking, she will need to raise an Exception to Policy Service Request I have advised Andy of this.**Call resolved by Eamonn_Gillen**

F1317768 Incident Positive Karen.Edwards Eamonn_Gillen Eamonn_Gillen Customer reports that the issue is resolved.**Call resolved by Eamonn_Gillen**

41

F1317999 Incident Positive Eamonn Gillen was very effective in resolving my request. The only negative comment I should make is that I was on the phon

Olga.Doku2 Eamonn_Gillen Eamonn_Gillen Customer requires to have a drive mapped to their profile. Mapped the drive specified by the customer to their profile via My Computer > Tools > Map Network Drive. Opened the mapped drive afterwards to confirm that it mapped successfully.**Call res >>>

F1318280 Incident Positive Very helpful thank you. Jane.Nolan Eamonn_Gillen Eamonn_Gillen Customer requires to have a drive mapped to their profile. Mapped the drive specified by the customer to their profile via My Computer > Tools > Map Network Drive. Opened the mapped drive afterwards to confirm that it mapped successfully.**Call res >>>

F1318735 Incident Positive The request was completed quickly.

Sarah.Bickmore Eamonn_Gillen Eamonn_Gillen Desktop was duplicated on both displays, changing the display settings to extend display has resolved the issue.**Call resolved by Eamonn_Gillen**

F1318920 Incident Positive Anthony.Howell Eamonn_Gillen Eamonn_Gillen Outlook OST problem, recreated Outlook profile & tested. Now working okay.**Call resolved by Eamonn_Gillen**

F1319012 Incident Positive Lloyd.Hunt Eamonn_Gillen Eamonn_Gillen The following account requires a password reset: Lloyd.Hunt**Call resolved by Eamonn_Gillen**

F1319106 Incident Positive Excellent customer service and explanation, fast resolution and was able to show me how to do the same going forward if it e

Mark.Norman Eamonn_Gillen Eamonn_Gillen Recovered deleted emails. Checked & recovered emails went into the Inbox.**Call resolved by Eamonn_Gillen**

F1319921 Incident Positive Cristina.Ratanji Eamonn_Gillen Eamonn_Gillen The following account requires a password reset: Cristina.Ratanji**Call resolved by Eamonn_Gillen**

F1320221 Incident Positive Thanks for soritng this out peter.smith Eamonn_Gillen Eamonn_Gillen The following account requires a password reset: peter.smith**Call resolved by Eamonn_Gillen**

F1320345 Incident Positive Thank you Ann.Hird Eamonn_Gillen Eamonn_Gillen Two cables have been sent to E2 Zone 4 via Internal Post.**Call resolved by Eamonn_Gillen**

F1321152 Incident Positive Excellent Eammon sorted the problem with my flexi sheet without any hassle and I didn't feel as if I had called over somethi

Vikki.Ayres Eamonn_Gillen Eamonn_Gillen Vikki was unable to save an Excel spreadsheet. The spreadsheety was the Tin=me sheet & as it was being saved as it reverted to the normal xls file format. Because the spreadsheet contained macros, changing the format to xlsm allowed the spreadsheet t >>>

F1322227 Incident Positive Jackie.Johnson Eamonn_Gillen Eamonn_Gillen The following account requires a password reset: Jackie.Johnson**Call resolved by Eamonn_Gillen**

F1322250 Incident Positive Attila.Baranyi Eamonn_Gillen Eamonn_Gillen The following account is locked out:- Attila.Baranyi**Call resolved by Eamonn_Gillen**

F1322741 Incident Positive Jo.Jacobs Eamonn_Gillen Eamonn_Gillen Customer requires to have a drive mapped to their profile. Mapped the drive specified by the customer to their profile via My Computer > Tools > Map Network Drive. Opened the mapped drive afterwards to confirm that it mapped successfully.**Call res >>>

F1323052 Incident Positive Eamonn solved the problem quickly and was very friendly

Paul.White3 Eamonn_Gillen Eamonn_Gillen Customer reports that the issue is resolved.**Call resolved by Eamonn_Gillen**

42

F1324200 Incident Positive The service i would rate as excelent. The worker on the help desk was very good and took the time to talk me through the ste

Gerry.Brown Eamonn_Gillen Eamonn_Gillen The following account is locked out:- Gerry.Brown**Call resolved by Eamonn_Gillen**

F1324386 Incident Positive belinda.allery Eamonn_Gillen Eamonn_Gillen Hi Belinda, I tried printing the “Fire Plan” document after playing around with the margins & breaks & it works on our printer, hopefully it should work on yours. Regards, Eamonn Gillen IS Technician Information Services (IS) Essex County >>>

F1325256 Incident Positive Steven.Hammond Eamonn_Gillen Eamonn_Gillen Silverlight issue, have added Silverlight to the Member of Group. Customer will call back if Silverlight has not installed after 24 hours.**Call resolved by Eamonn_Gillen**

F1326315 Incident Positive Nikki.Boden Eamonn_Gillen Eamonn_Gillen The following account is locked out:- Nikki.Boden**Call resolved by Eamonn_Gillen (switched in group context)**

F1326359 Incident Positive Michele.Joslin Eamonn_Gillen Eamonn_Gillen The following account requires a password reset: Michele.Joslin**Call resolved by Eamonn_Gillen (switched in group context)**

F1326396 Incident Positive Alexandra.Penn Eamonn_Gillen Eamonn_Gillen Customer requires to have a drive mapped to their profile. Mapped the drive specified by the customer to their profile via My Computer > Tools > Map Network Drive. Opened the mapped drive afterwards to confirm that it mapped successfully.**Call res >>>

F1326696 Incident Positive Lorraine.Pennington

Eamonn_Gillen Eamonn_Gillen The following account requires a password reset: Lorraine.Pennington**Call resolved by Eamonn_Gillen (switched in group context)**

F1327665 Incident Positive Thanks all working fine liz.duncan selfservice Eamonn_Gillen No contact from customer.**Call resolved by Eamonn_Gillen**

F1329236 Incident Positive Bridget.Conway selfservice Eamonn_Gillen Customer reports that the issue is resolved.**Call resolved by Eamonn_Gillen (switched in group context)**

F1329776 Incident Positive Ryan.Booty selfservice Eamonn_Gillen Customer reports that the issue is resolved.**Call resolved by Eamonn_Gillen**

F1330308 Incident Positive sorted very quickly and easily Emma.Spurgin selfservice Eamonn_Gillen Outlook OST problem, recreated Outlook profile & tested. Now working okay, left updating.**Call resolved by Eamonn_Gillen**

F1331803 Incident Positive melissa.jiggins Eamonn_Gillen Eamonn_Gillen The following account is locked out:- melissa.jiggins**Call resolved by Eamonn_Gillen (switched in group context)**

F1331809 Incident Positive excellent and quick service steven.underwood Eamonn_Gillen Eamonn_Gillen Outlook OST problem, recreated Outlook profile & tested. Now working okay, left updating.**Call resolved by Eamonn_Gillen (switched in group context)**

F1331884 Incident Positive Eammon dealt with this problem promptly and nicely .

Amy.Lapite Eamonn_Gillen Eamonn_Gillen Originally an OST problem, but I was unable to pick the Laptop up on either AD or Ping. Laptop has been restarted with a cable connection & I have been able to remote on & create a new Outlook profile. This appears to be working & I have left it upd >>>

F1331885 Incident Positive very helpful. victoria.westwood Eamonn_Gillen Eamonn_Gillen Outlook OST problem, recreated Outlook profile & tested. Now working okay, left updating. Old OST was over 45gb, so has been deleted.**Call resolved by Eamonn_Gillen (switched in group context)**

43

F1331955 Incident Positive very helpful Martin.Gregory Eamonn_Gillen Eamonn_Gillen The following account requires a password reset: Martin.Gregory**Call resolved by Eamonn_Gillen (switched in group context)**

F1332377 Incident Positive Helen.Ferguson Eamonn_Gillen Eamonn_Gillen Terms reset, now working okay.**Call resolved by Eamonn_Gillen**

F1332404 Incident Positive Clare.Callow Eamonn_Gillen Eamonn_Gillen Blackberry not powering up after a full charge. The phone has had the battery & SIM taken out & the power button for held down for 10 seconds, then the phone was restarted after replacing the battery & SIM card. This appears to have resolved the issu >>>

F1332847 Incident Positive This was resolved in a timely and efficient manner.

Daniel.Winnington2

Eamonn_Gillen Eamonn_Gillen The following account is locked out:- Daniel.Winnington2**Call resolved by Eamonn_Gillen**

F1335729 Incident Positive Excellent,, IT techican was effective

Lillian.Muwonge2 Eamonn_Gillen Eamonn_Gillen The following account requires a password reset: Lillian.Muwonge2**Call resolved by Eamonn_Gillen (switched in group context)**

F1336696 Incident Positive Mima.Huggins Eamonn_Gillen Eamonn_Gillen Customer reports that the Incident can be closed.**Call resolved by Eamonn_Gillen**

F1337448 Incident Positive jo.delaney Eamonn_Gillen Eamonn_Gillen Problem with emails being undelivered. Test emails were also undeliverable. I recreated a new profile & tested it, now working also added Basildon RO email.**Call resolved by Eamonn_Gillen**

F1339051 Incident Positive excellent service as always richard.greaves Eamonn_Gillen Eamonn_Gillen Customer requires to have a drive mapped to their profile. Mapped the drive specified by the customer to their profile via My Computer > Tools > Map Network Drive. Opened the mapped drive afterwards to confirm that it mapped successfully.**Call res >>>

F1340197 Incident Positive respolved swiftly Many thanks Jennifer.Garrett2 Eamonn_Gillen Eamonn_Gillen The following account is locked out:- Jennifer.Garrett2**Call resolved by Eamonn_Gillen**

F1340502 Incident Positive Excellent service Mary.WesleySmith Eamonn_Gillen Eamonn_Gillen The following account is locked out:- Mary.WesleySmith**Call resolved by Eamonn_Gillen**

F1341227 Incident Positive Eamonn was very knowledgable

Cherrill.Wheatley Eamonn_Gillen Eamonn_Gillen Customer requires to have a drive mapped to their profile. Mapped the drive specified by the customer to their profile via My Computer > Tools > Map Network Drive. Opened the mapped drive afterwards to confirm that it mapped successfully.**Call res >>>

F1341500 Incident Positive Harishini.Joysury Eamonn_Gillen Eamonn_Gillen The following account is locked out:- Harishini.Joysury**Call resolved by Eamonn_Gillen (switched in group context)**

F1341549 Incident Positive anne.allen2 Eamonn_Gillen Eamonn_Gillen The following account requires a password reset: anne.allen2**Call resolved by Eamonn_Gillen (switched in group context)**

F1342611 Incident Positive matthew.jericho Eamonn_Gillen Eamonn_Gillen Laptop booted into BSOD, rebooted with LKG, this has worked & Laptop is working normally.**Call resolved by Eamonn_Gillen**

F1342672 Incident Positive kathleen.Parkin Eamonn_Gillen Eamonn_Gillen Outlook OST problem, recreated Outlook profile & tested. Now working okay, left updating.**Call resolved by Eamonn_Gillen**

F1344200 Incident Positive Penny.Graham Eamonn_Gillen Eamonn_Gillen The following account requires a password reset: Penny.Graham**Call resolved by Eamonn_Gillen**

F1345980 Incident Positive Excellentservive from Eamon. Thanks

gerry.hughes Eamonn_Gillen Eamonn_Gillen The following account requires a password reset: gerry.hughes**Call resolved by Eamonn_Gillen**

44

F1346018 Incident Positive very quick and efficient service :) many thanks indeed !!

michelle.eaton Eamonn_Gillen Eamonn_Gillen The following account is locked out:- michelle.eaton**Call resolved by Eamonn_Gillen**

F1346786 Incident Positive Nichola.Howes Eamonn_Gillen Eamonn_Gillen The following account is locked out:- Nichola.Howes**Call resolved by Eamonn_Gillen**

F1347712 Incident Positive jacqui.miles Eamonn_Gillen Eamonn_Gillen The following account is locked out:- Jacqueline.Miles**Call resolved by Eamonn_Gillen**

F1348955 Incident Positive Very fast and efficient service, thank you.

Caroline.Betts Eamonn_Gillen Eamonn_Gillen Faulty VGA cable, replaced tested & working okay.**Call resolved by Eamonn_Gillen**

F1351690 Incident Positive Thomas.Radley Eamonn_Gillen Eamonn_Gillen Problem with OST, recreated profile, now working.**Call resolved by Eamonn_Gillen**

F1351829 Incident Positive Excellent help - thank you Lorraine.Evans Eamonn_Gillen Eamonn_Gillen Reset homepage on IE.**Call resolved by Eamonn_Gillen**

F1353032 Incident Positive Nikki.Boden Eamonn_Gillen Eamonn_Gillen The following account is locked out:- Nikki.Boden**Call resolved by Eamonn_Gillen**

F1353044 Incident Positive Brian.Walliker Eamonn_Gillen Eamonn_Gillen The following account is locked out:- Brian.Walliker**Call resolved by Eamonn_Gillen**

F1353606 Incident Positive Charlotte.Day Eamonn_Gillen Eamonn_Gillen The following account is locked out:- Charlotte.Day**Call resolved by Eamonn_Gillen**

F1354588 Incident Positive Martine.Mapes Eamonn_Gillen Eamonn_Gillen The following account is locked out:- Martine.Mapes**Call resolved by Eamonn_Gillen**

F1356980 Incident Positive Karen.Delderfield Eamonn_Gillen Eamonn_Gillen The following account is locked out:- Karen.Delderfield**Call resolved by Eamonn_Gillen**

F1357011 Incident Positive Emma.Moore Eamonn_Gillen Eamonn_Gillen GPUpdate & Outlook OST problem, Deleted GP folders, ran GPUpdate then recreated Outlook profile & tested. Now working okay, left updating.**Call resolved by Eamonn_Gillen**

F1357117 Incident Positive Faye.Savage Eamonn_Gillen Eamonn_Gillen The following account required a password reset: Faye.Savage**Call resolved by Eamonn_Gillen**

F1357281 Incident Positive Excellent support from Eamon gerry.parson Eamonn_Gillen Eamonn_Gillen Outlook not working, log off & back on again sorted problem out. Temp files & cookies were also cleared out.**Call resolved by Eamonn_Gillen**

F1358302 Incident Positive Prompt and friendly service olumide.fashole Eamonn_Gillen Eamonn_Gillen The following account is locked out:- olumide.fashole**Call resolved by Eamonn_Gillen (switched in group context)**

Overall Totals

Total Record Count : 719

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