Email / Outlook

Outlook won't open or keeps crashing
Try restarting your computer first. If the issue persists, open Outlook in safe mode by holding Ctrl while clicking the Outlook icon. You can also try repairing your Office installation via Control Panel > Programs > Microsoft Office > Change > Repair.

Cannot send or receive emails
Check your internet connection first. Verify your mailbox isn't full by checking your quota in Outlook settings. Try restarting Outlook or running the built-in repair tool under File > Account Settings > Repair.

Calendar invites not syncing
Ensure you're connected to the network. Try switching between Online and Cached mode under File > Account Settings > Change > Use Cached Exchange Mode. Restart Outlook after making changes.

MS Office / MS Teams

Teams won't start or keeps freezing
Clear the Teams cache by closing Teams completely, then delete the contents of %appdata%\Microsoft\Teams. Restart Teams. If issues persist, try uninstalling and reinstalling Teams from the Company Portal.

Cannot join Teams meetings
Check your internet connection and ensure Teams is updated to the latest version. Try joining via the web browser instead at teams.microsoft.com. Verify your audio and video devices are properly connected.

Word, Excel, or PowerPoint not responding
Try opening the application in safe mode by holding Ctrl while launching. Disable any recently added add-ins via File > Options > Add-ins. If problems continue, repair your Office installation through Control Panel.

Browser / OS

Browser running slowly or crashing
Clear your browser cache and cookies via Settings > Privacy > Clear browsing data. Disable unnecessary extensions. Ensure your browser is updated to the latest version.

Windows running slowly
Restart your computer if you haven't recently. Check for Windows updates via Settings > Update & Security. Close unnecessary applications running in the background via Task Manager (Ctrl+Shift+Esc).

Cannot connect to Wi-Fi or network
Try forgetting the network and reconnecting. Restart your computer and router if possible. Run the Windows Network Troubleshooter via Settings > Network & Internet > Status > Network Troubleshooter.

Phishing / Virus Report

How to report a suspicious email
Do not click any links or download attachments from suspicious emails. Use the Report Phishing button in Outlook or forward the email to security@company.com. Delete the email from your inbox and deleted items folder.

I think my computer has a virus
Disconnect from the network immediately. Do not enter any passwords or access sensitive information. Contact IT Support immediately for assistance. Run a full scan using the installed antivirus software if possible.

I accidentally clicked a suspicious link
Disconnect from the network immediately. Change your password from a different device. Report the incident to IT Security. Do not log into any accounts until your device has been checked.

MS Teams Phone / Nice CX1

Teams Phone not ringing
Check your Teams calling settings under Settings > Calls. Ensure you're not set to Do Not Disturb. Verify your audio device is selected correctly under Settings > Devices.

Cannot make outbound calls
Verify you have the correct calling license assigned. Check if you can make internal Teams calls first. Ensure you're dialing the correct format including country code for external numbers.

Nice CX1 not connecting
Clear your browser cache and try logging in again. Ensure you're using a supported browser (Chrome or Edge recommended). Check your internet connection and try a different network if available.

HR Systems

Cannot access HR portal
Ensure you're connected to the corporate network or VPN. Clear your browser cache and try again. If you're a new employee, your access may take 24-48 hours to activate after onboarding.

Leave balance showing incorrectly
Leave balances are updated at the beginning of each pay period. If your balance appears incorrect after this time, contact HR directly with your employee ID and details of the discrepancy.

Payslip not available
Payslips are typically available 2-3 days before payday. If your payslip is missing after this time, check that you have the correct access permissions and contact HR if the issue persists.

SG Connect

Cannot log into SG Connect
Verify you're using your correct corporate credentials. Try resetting your password via the self-service portal. If you're a new user, contact your manager to request access.

SG Connect running slowly
Clear your browser cache and cookies. Try using a different browser (Chrome or Edge recommended). Check your internet connection speed and try again during off-peak hours.

Claims / Billing

How to submit an expense claim
Log into the claims portal and select New Claim. Attach all required receipts and supporting documents. Submit for approval to your direct manager. Claims are typically processed within 5-7 business days after approval.

Claim status showing pending
Claims require manager approval before processing. Check with your manager if the claim has been pending for more than 3 business days. Ensure all required documentation was attached to the claim.

RPS

Cannot access RPS system
Verify your account has been provisioned for RPS access. Contact your department administrator to confirm your access level. Try clearing your browser cache and logging in again.

RPS data not loading
Check your internet connection and try refreshing the page. Large reports may take several minutes to load. Try accessing during off-peak hours for better performance.

ISS

ISS login issues
Ensure you're using the correct URL for ISS access. Verify your credentials are correct and your account is active. Contact your system administrator if you've been locked out after multiple failed attempts.

STC

STC access problems
Check that your user account has the appropriate permissions for STC. Contact your department head to request access if you're a new user. Clear browser cache and try again if you're experiencing loading issues.

Password and Account Issues

How to reset my password
Visit the self-service password reset portal at passwordreset.company.com. You'll need to verify your identity using your registered mobile number or email. If you cannot reset via self-service, contact the IT Service Desk.

Account locked out
Accounts are automatically locked after 5 failed login attempts. Wait 30 minutes for automatic unlock, or contact IT Service Desk for immediate assistance. Do not continue attempting to log in as this extends the lockout period.

Hardware Requests

How to request new equipment
Submit a hardware request through the IT Service Portal. Requests require manager approval. Standard equipment is typically delivered within 5-7 business days after approval. Specialised equipment may take longer.

Laptop or monitor not working
Try restarting the device first. Check all cable connections are secure. If the issue persists, log a ticket with IT Support including your device asset number and description of the problem.

Software Requests

How to request new software
Check the Company Portal first to see if the software is already available for self-service installation. If not available, submit a software request through the IT Service Portal with business justification. Software requests require manager and IT approval.

Software installation failed
Restart your computer and try the installation again. Ensure you have sufficient disk space available. If installing from Company Portal, check for any pending Windows updates first. Contact IT Support if the issue persists.

VPN and Remote Access

Cannot connect to VPN
Ensure you have the latest VPN client installed. Check your internet connection is stable. Try disconnecting and reconnecting. If using multi-factor authentication, ensure your authenticator app is synced correctly.

VPN connection dropping
Check your internet connection stability. Try connecting to a different VPN server if available. Restart your computer and router. Contact IT Support if you experience consistent disconnections.

Printing Issues

Cannot find or connect to printer
Ensure you're connected to the corporate network. Search for the printer by name or location in your device settings. If the printer isn't listed, contact IT Support to have it added to your device.

Print jobs not printing
Check the printer has paper and no error lights are showing. Verify your print job is in the queue via Devices and Printers. Try cancelling and resubmitting the print job. Restart the print spooler service if multiple jobs are stuck.

Contact IT Support

If your issue is not covered above or you need further assistance, please contact IT Support:

• Email: itsupport@company.com
• Phone: 1800-XXX-XXXX
• Service Portal: support.company.com
• Hours: Monday to Friday, 8:00 AM - 6:00 PM