IT

If you want to log an incident and need help

If you have an IT issue (eg you’re unable to work due to your IT systems or lots of people can’t access a business-critical application), Colleagues from Corporate (usually based in a Support centre), CLS, Regional based or FNC should call 0330 606 1844. Colleagues in Food Stores or Distribution Centres should call 0330 606 9490.

For non-urgent IT issues (eg. You are inconvenienced but able to work) Contact IT Service Desk using Chat with Support Option available in the Self Service Portal (Chat Operational Hours Are: Mon - Fri 8am to 6pm). Or, you can email it.service.desk@coop.co.uk including the details below (Please expect a response from the team within 24hours of receiving the email) Brief description of issue you are experiencing

• Brief description of issue you are experiencing
• Laptop asset details (if applicable)
• Best available time to contact
• Screenshot of the error (if applicable)

You can also report any new issues using Self Service Portal.

How to log an IT request (to ask for a new application or a change to your set up)

All colleagues can log a new IT request by using the Self-Service system. This includes purchasing IT equipment like a laptop or monitor, requesting new software or setting up a New Starter.

If your IT order is delayed, you can chase the progress by emailing servicerequestteam@coop.co.uk (Please expect a response from the team within 24hours of receiving the email) or call the IT Service Desk on the numbers above if it’s urgent.

If your query is regarding software order, please click here for more information.

Escalation Process

Only if its major service impacting or if the call is outside SLA, please contact the IT Service Desk Duty Manager on 0330 606 9494 with an existing reference number and select the option below:

• Colleagues in Food Stores or Distribution Centres or Franchise / Independent Society– Select IVR Option 1
• Colleagues in Funeralcare Branch – Select IVR Option 2
• For Service Request and all other Business Areas – Select IVR Option 3

If you are calling to chase a call logged within 48 hours, then please contact our usual Service Desk number

• Retail (Stores & Depots), Dial 0330 606 9490 and chose the specific option
• Non-Retail (Corp, CLS & FNC) Dial 0330 606 1844 and chose the Business specific option

Persistent or recurring issues

If you have contacted the IT Service Desk about an issue, and it has re-occurred after being fixed, please contact the team and quote your original reference number.

Expenses related queries

For expenses portal password reset or any queries with expenses portal, please use this guide to assist you.

Printing related issues

If you're having issues with registering your access pass to print in One Angel Square, please follow the guidelines on the device or use the guide below. If issue still persists, please contact workplace support on 03300417744 or if you're in 1AS you could visit IT HelpBar for support.