Ops IT Support:

Employee Self-service Channel (ESC)

Primary IT Help Portal

sn.opstechit.amazon.dev/esc

PHASING OUT

• SIM-T tickets

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• Emails

Why Use ESC?

Faster Fixes: Smart categorization routes tickets directly to the exact right team first time.

Instant Solutions: KB articles appear as you type to solve password, printer, and network issues on the spot.

Real-Time Visibility: Track ticket status live with zero chasing or guessing.

Process Upgrade

One Standard Channel: ServiceNow ESC is now the single primary portal for all IT help.

Quick & Easy: Submitting a request takes less than 2 minutes.

Site-Wide Impact

Better Data & Staffing: Full ticket context lets us spot trend patterns and fix root causes faster.

Clear Accountability: Zero duplication and zero missed tickets across the team.

Tracked Adoption: High site usage provides clear evidence of a tight, efficient operation.

• Dos�- Check equipment at the start of work.�1�- Report any equipment issue to PG/TL/AM.�1�- Use equipment safely�1�- Return equipment at the end of shift.�1�- Use equipment for the intended process only.�1�- Always log a ticket on ESC, help us to help you.

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• Don’ts�- Never move equipment between desks.�1�-Don’t plug-in any loose cable forcedly into a port.�1�- Don’t put a sticker over a scanner sensor as it will permanently damage the device.�1�- Don’t fix any equipment problem yourself unless you’re trained.�1�

IT Equipment Etiquette