HELP DESK Training Student Guide Update Site Name &Training Date

Table of Contents Help Desk Training You will need to update the slide numbers for each topic according to customization for Contributing Sites (slide 4) Table of Contents Help Desk Training Page Number Role and Responsibilities of Local/Site Help Desk 3 Help Desk Workflow 6 Handling of Personal Information/Personal Health Information (PI/PHI) 7 Support Resources 9 Sample Issues 10 Resources 11 CO_TrainHelpDesk_StudentGuide_V_A_v03

Roles and Responsibilities of the Local/Site Help Desk Perform initial troubleshooting activities before escalating incidents to the eHealth Ontario Service Desk such as: First-Level support for clinicians: logging calls; where appropriate, escalating to the eHealth Ontario Service Desk Monitoring and resolving local customer service cases Repair of supported workstations and devices Addressing local connectivity issues, including password resets Providing local administration for users Perform maintenance, support and communication activities including: Communication of planned and unplanned service disruptions affecting access to ConnectingOntario ClinicalViewer or the operations of data feeds Refer to ConnectingOntario Operations Guide for Site Help Desks for full list of responsibilities CO_TrainHelpDesk_StudentGuide_V_A_v03

For Contributing Sites Only Remove this slide for Viewing Only sites For Contributing Sites Only Additional Responsibilities of Local/Site Help Desk Monitoring data feeds and rejected messages on a scheduled basis Maintaining and managing Secure Sockets Layer (SSL) certificate renewals Communicating to appropriate internal subject matter experts: Updates on ConnectingOntario Terminology/Mapping Changes Error Reports Codes on the Fly Weekly Conformance Error reports are sent on first business day of every week to local/site help desks which then must be delivered to site Integration Specialists or Error Queue/Dead Letter Queue Administrators Refer to Operations Guide for support scripts for Codes on Fly and Conformance Errors CO_TrainHelpDesk_StudentGuide_V_A_v03

Sunday 12:00 a.m. – 6:00 a.m. Maintenance Windows The ConnectingOntario ClinicalViewer maintenance window for all application updates, operating system-patching and anti-virus is: Sunday 12:00 a.m. – 6:00 a.m. CO_TrainHelpDesk_StudentGuide_V_A_v03

Help Desk Workflow CO_TrainHelpDesk_StudentGuide_V_A_v03

Handling of Personal Information/Personal Health Information (PI/PHI) for Support Purposes Overview eHealth Ontario policies require adequate safeguards for handling of PI/PHI All documents containing PI/PHI (including screenshots) must be submitted in a zipped and password protected format. Refer to the ConnectingOntario File Encryption and Transfer Guideline If you have questions or are unsure if the information is properly protected, contact eHealth_PHI_Support@ehealthontario.on.ca before sending CO_TrainHelpDesk_StudentGuide_V_A_v03

Refer to ConnectingOntario File Encryption and Transfer Guideline Handling of (PI/PHI) for Support Purposes Steps to Follow After instructed to send PI/PHI: Zip, encrypt and password protect PI/PHI document Attach PHI encrypted/password protected document in email to eHealth Ontario Service Desk: servicedesk@ehealthontario.on.ca. Call eHealth Ontario Service Desk (1-866-250-1554) to verbally provide password to decrypt PHI document Refer to ConnectingOntario File Encryption and Transfer Guideline CO_TrainHelpDesk_StudentGuide_V_A_v03

within one business day Support Resources Support Resource Telephone Email eHealth Ontario Service Desk 1-866-250-1554 ServiceDesk@ehealthontario.on.ca   *Refer to ConnectingOntario File Encryption and Transfer Guidelines document for instructions for sending PHI. eHealth Ontario Business Desk N/A Connecting.Ontario@ehealthontario.on.ca *Contact ONLY if no active resolution has started after 24 hours of ticket submission. Do not send PHI. Email tickets submitted to eHealth Ontario Service Desk will be responded to within one business day CO_TrainHelpDesk_StudentGuide_V_A_v03

Sample Issues Issue Resource Local/Site Help Desk Training manuals Login account/Access issues Local/Site Help Desk Search issues Training manuals Trainers Portlets Not Loading Properly eHealth Ontario Service Desk Portlet not loading (no OLIS data) Clinical Data Missing (document created not found) Error 403: Permission Required Error 404: Page/File Not Found Error 500: Page Cannot Be Displayed Report ConnectingOntario Privacy Incident Site Privacy Officer Consent Issue CO_TrainHelpDesk_StudentGuide_V_A_v03

Resources ConnectingOntario Operations Guide for Site Help Desks File Encryption and Transfer Guideline eHealth Ontario Service Desk Contact Form Site Help Desk Operational Readiness Checklist Resources above are available on: ConnectingOntario ClinicalViewer support pages at www.ehealthontario.on.ca Collaboration Space at www.ehealthontario.ca ONE ID username and password required Contact: <insert name(s) and phone # of site resource(s)> CO_TrainHelpDesk_StudentGuide_V_A_v03