1. HELP DESK Training Student Guide Update Site Name &Training Date

2. 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

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
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
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

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 information is properly protected, contact before sending

8. 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 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 Guideline

9. within one business day
Support Resources
Support Resource
Telephone
eHealth Ontario Service Desk
*Refer to ConnectingOntario File Encryption and Transfer Guidelines document for instructions for sending PHI
eHealth Ontario Business Desk
N/A
*Contact ONLY if no active resolution has started after 24 hours of ticket submission. Do not send PHI
tickets submitted to eHealth Ontario Service Desk will be responded to
within one business day

10. 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

11. 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
ConnectingOntario Dropbox
Contact: <insert name(s) and phone # of site resource(s)>