The Technology team is committed to getting equipment to
everyone who needs it as quickly as possible. While we have made positive
progress to date, we are aware of challenges with remote access in relation to
the three main issues listed below.
I want to reassure you that we have multiple teams - the
Global IT team and the Helpdesk, actively addressing all reported issues as
quickly as we can, and I’ll update you on progress as it’s made. While we’re
working on this, please follow the guidance below.
Citrix and Multi-Factor Authentication (MFA)
We are aware of intermittent issues with Citrix including
the new Citrix MFA solution that has been installed for use on home PCS and
Acer laptops, an example error message is below. The advice is to keep trying
as it may take a number of attempts before you are successfully logged on. We
have team members actively working with suppliers to find a solution to this.
If your issues persist, please contact the IT Service Desk.
Outlook and Skype
Outlook and Skype users are having issues getting access due
to constant password requests. A team is dedicated to resolving this known
issue and is actively working on it now, please let the IT Service Desk know if
you have this issue.
RSA tokens
Some team members are reporting issues connecting with a
corporate laptop and RSA token. Please retry and inform the IT Service Desk if
the issue persists.
Due to the
unprecedented number of requests we’re receiving, please support the Technology
team members within the building by only escalating critical issues to them and
continue to use the IT Service Desk for support. We are having to prioritise
requests but we endeavour to resolve as many issues as we can. To ensure the
team can do this, my ask of those team members who are still office-based would
be to not visit the team at their desks as this is taking them away from their
critical activities.
Thank you for your continued patience and support.
Posted at 13:31pm GMT
