The Treasury Board of Canada Secretariat has been working with Shared Services Canada and departmental Chief Information Officers to maximize internet bandwidth to support remote work and prioritize network access tied to critical operations.

Get technical help

In an effort to make our services more efficient, this message is to clarify the best way for clients to contact the IT Service Desk (ITSD) for assistance.  This will allow for a streamlined triage of the incoming needs, and will enable faster fulfilling of the IT services requested.

  • Submit your urgent incidents (problems that greatly impede work) by calling 1-888-248-2210 to speak with a technician.  Call volumes for incidents are closely monitored to minimize wait time. A few examples of incidents are :
    • Inability to connect to the network or access email
    • Error message from Windows or an application, preventing you from working.
    • Forgotten account or password.
  • Submit your service requests (a new need) or non-urgent incidents via the IT Self-Service Portal, taking care to search for the right category in the service catalog, and attaching all required forms, as indicated in the instructions at the top of the form. The request will be quickly analyzed and prioritized based on the information provided, and then queued for processing. Examples of non-urgent service requests or incidents to be submitted via the portal include
    • Installation of software, printer, or other device.
    • Updating information in GEDS and Outlook properties
    • Ordering or replacing cell phones or computers
    • Obtaining a network or application access account
    • Problems with a software or computer that has little impact on the job
  • Submit general enquiries or comments by email to Request for assistance should not be submitted through the mailbox, unless unable to do so through the portal or by phone. Examples where it would be appropriate to send an email to the ITSD :
    • If you are unsure how to enter a ticket or fill out a form that must be attached to your ticket.
    • Reporting a suspicious e-mail or phishing attempt.
    • Verifying that IM&TS is indeed responsible for what you need.
    • Other general IT questions (e.g. how much space I have in my mailbox, etc.).

In support of this process, ITSD technicians will now begin to:

  • Redirect clients who submit incidents or service requests by e-mail to the IT Self-Service Portal, if at all possible.
  • Redirect clients who contact ITSD by telephone to submit a service request, to the IT Self-Service Portal.  This ensures that all of the required information and approvals are coherently provided.
  • Close tickets submitted via the IT Self-Service Portal where mandatory information and forms are not included during the ticket submission, as such tickets cannot be actioned without the request information.  Any needed instructions will be provided when the ticket is closed.

To protect your health and the health of the ITSD staff, please do not go to the ITSD office locations unless you have been contacted and have arranged a specific appointment to get assistance.

We thank you in advance for carefully following these instructions to ensure that we can serve you better in the future.

Take these extra steps when teleworking

  • Bring your mobile work phone and laptop or tablet home with you daily.
  • Encrypted emails only work within your work email (DFO Outlook Client), so make sure your device is set up to decrypt email messages and documents, if needed.
  • Change your network password on a regular basis. Changing it immediately could save you and the IT Service Desk problems in the coming weeks.
  • Use extreme caution when viewing any email that looks suspicious. If you have concerns, DO NOT open the email or click on any links.
  • Set up an appropriate workspace at home, including a comfortable chair and space for your laptop, tablet, phone, or other equipment.
  • Plan for frequent short breaks, as your temporary workspace will not likely have an ergonomic setup.
  • Ensure you have lockable storage for any work-related materials requiring security containment, if applicable.
  • Talk to your manager if you have any questions or concerns.

How to connect to VPN

  • Start your computer.
  • Login using your usual user name and password.
  • Connect to an available secure, high bandwidth Wi-Fi or an Ethernet connection.
  • To connect to MyKey:
    • Open the Entrust Login, which may be found on your desktop, in your taskbar.
    • Enter your MyKey by clicking on “Browse…” (your MyKey should be saved in a folder on your desktop).
    • Enter your MyKey password.
  • To connect to VPN:
    • Click on the magnifying glass on the bottom left-hand side of your screen.
    • Key in “Cisco”.
    • Select “Cisco AnyConnect Secure Mobility Client”.
    • Select your region.
    • Click “Connect”.
    • A window will open, and you will have to click “OK” to confirm your security certificate and name.
    • The user will be prompted as follows and must click “Accept” to proceed with VPN.
  • The system will then log you out and restart your computer.
  • You will then have to log back in using your usual user name and password.
  • IT tip: Important remote network access guidelines


Security and software

Electronic signatures


Teleconference, Wifi calling, and cellular