Powered by Luwaay Technology
This guide explains how to use your new IT Support channel in Microsoft Teams. The channel is designed to make it easy for your team to submit IT requests, report issues, and access helpful resources.
1. Accessing the IT Support Channel
1. Open Microsoft Teams.
2. Navigate to your organization’s Teams section.
3. Select the IT Support channel created for your company.
You will see several tabs and links that help streamline support and communication.
2. Submitting a Support Ticket
Under the Submit Ticket section, you will find a link that opens a page where you can report any IT-related issue.
How it Works:
· When you click Submit Ticket, a SharePoint page will open.
· This page contains an embedded Support Form powered by Luwaay Technology.
· Complete the required fields with details about your issue.
· Click Submit.
What Happens Next:
· Your submission is securely received by Luwaay Technology’s support team.
· A ticket will be created and assigned to the appropriate technician.
· You will receive a follow-up as soon as possible.
3. Requesting New User Onboarding
If you need to add a new employee to your systems, use the New User Request link.
Steps:
1. Click on New User Request in the IT Support channel.
2. Complete the form with:
o Employee full name
o Job role / department
o Start date
o System or software access
o Device requests (laptop, workstation, email, etc.)
3. Click Submit.
After Submission:
· Your request goes directly to Luwaay Technology.
· We begin preparing accounts and equipment prior to the employee’s start date.
4. Requesting Employee Termination Processing
For offboarding or termination requests, use the Termination Request link.
Steps:
1. Select Termination Request in the IT Support channel.
2. Enter:
o Employee name
o Last working day
o Access removal instructions
o Equipment recovery notes
3. Submit the form.
What We Do:
· Luwaay Technology will handle:
o Disabling accounts
o Securing data
o Retrieving equipment (if required)
o Adjusting licenses
5. Accessing Knowledge Base Articles
Under the support section, you will also find a Knowledge Base link.
What You Can Find:
· Step-by-step guides
· Frequently asked questions
· How-to articles for common issues
· Employee resource information
This helps reduce downtime by allowing your team to find quick answers without opening a ticket.
6. When to Use Each Option
|
Request Type |
Use This Option |
|
Technical issue or problem |
Submit Ticket |
|
Software or device malfunction |
Submit Ticket |
|
New employee hire |
New User Request |
|
Employee leaving the company |
Termination Request |
|
General IT help / learning |
Knowledge Base |
7. Support Response Times
Luwaay Technology aims to respond promptly to all requests.
Typical response window: - Standard requests: Same day / within 24 hours - Urgent issues: Within 10 min – 1 hour - Onboarding/Offboarding: Processed according to start or end dates
8. Need Additional Help?
If you have questions or would like to add more options to your IT Support channel, please contact your Luwaay Technology representative.
We are always here to make your IT experience smoother and more efficient.
Thank you for working with Luwaay Technology!