1. Training Presentation December 2016
HELP DESK Training
Training Presentation
December 2016
Site Name
Training Date
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2. Agenda Role and responsibilities of Local/Site Help Desk
Help Desk Workflow
Handling of Personal Information/Personal Health Information (PI/PHI) for Support Purposes
Resources
By the end of this training session, you will:
Understand your role and responsibilities in providing support for the ConnectingOntario ClinicalViewer
Understand the process to follow for initial troubleshooting and engaging second level support
Understand processes required to send PI/PHI for support purposes
Know where to access support contacts and resource materials
CO_TrainHelpDesk_Presentation_V_A_v01

3. 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
Monitoring data feeds and rejected messages on a scheduled basis
Maintaining and managing Secure Sockets Layer (SSL) certificate renewals
Refer to ConnectingOntario Operations Guide for Site Help Desks
for full list of responsibilities

4. For Contributing Sites Only
Remove this slide for
Viewing Only sites
For Contributing Sites Only
Additional Responsibilities of Local/Site Help Desk
In addition to troubleshooting, the local/site help desk is responsible for 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

5. 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.

6. Help Desk Workflow

7. 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 data is properly protected, contact before sending

8. Handling of (PI/PHI) for Support Purposes
Customize this slide according to the Help Desk’s service
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 to eHealth Ontario service desk:
Call eHealth Ontario service desk ( ) to verbally provide password to decrypt PHI document
Refer to ConnectingOntario File Encryption and Transfer Guidelines document

9. 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 the ConnectingOntario Collaboration Space at
ONE ID username and password required
Contact: <insert name(s) and phone # of site resource(s)>

10. Thank you for your time and attention!
Please hand in your completed training evaluation form