Welcome to MHCG IT Support

All telephone support is being phased out and replaced by this online portal.

support@morangroup.com.au will no longer be monitored and will be shut down.

All support requests must be sent through this portal.

The emergency support phone number is reserved for emergencies and access is limited to General Managers, Care Managers, the CEO & COO and the IT Program Manager.

At the bottom right hand corner of this page you will see the Moran Service Desk button to lodge a ticket.

PLEASE when lodging a ticket provide the following details:

· Issue type – eg PRINTER, PHONE, NETWORK, NURSE CALL, QR, etc

· Number of People Impacted by this issue

· Your Name

· Your Phone Number

· Your location

· Was anything done to triage the issue eg BSA or Quality Co-ordinator confirmed the issues needs to be escalated?

We are not here to make an assessment on the criticality of your issue – you know your business better than we do, please also include your assessment of the criticality of your issue from 1 – 12 based on this table below. Issues will be addressed in order of criticality.

SAMPLE ISSUES

CRITICAL MHCG

Report to emergency Phone number (by General Managers, Care Managers, the CEO & COO or the ITPM)

· Network Outage

· Telephone network Outage

· Security (Access control)

· Application outage

· Regulatory

· Quality Assurance

URGENT MHCG

Report to emergency Phone number (by General Managers, Care Managers, the CEO & COO or the ITPM)

· Nurse call outage

· CCTV

· Organisation wide printing

OPERATIONAL NEED

· Individual application error

· Log in issues

· File access

· Computer issues

· Individual Printing

· New Access

SINGLE USER

· Set up new phone (request to be lodged 5 days in advance)

· New starter (request to be lodged 5 days in advance)

· Security (Single operational need 5 days notice)

· Everything else