TMK IT SUPPORT CENTER (Help Desk)

The TMK IT Support Center is Torchmark’s centralized source for reporting and support of all internal system issues. The TMK IT Support Center Portal by Footprints will be the primary resource to report issues for all Torchmark companies. By using the new Footprints TMK IT Support Center Portal, we strive to improve our response time and our overall support and management of our customers and equipment.

WHO to CALL for HELP:

For a list of support groups or you need someone other than IT Support Center, goto TMKNET and click on theHelp Desk Reference Sheet.

WHO CAN CREATE A WORK ORDER:

Only Department Designated Leads, Supervisors, Managers, and Executives. Employees should report ALL internal issues to their Designated Leads, Supervisors, Managers, and Executives so that they can create a Work Order on the portal.

WHEN TO CREATE A WORK ORDER:

Desktop Application errors

Desktop Hardware and Software

Mainframe Application errors

Printer, scanner and copier problems

Phone Hardware and Software

Desktop and System Hardware/Software requests – IT Procurement Process on TMKNET

All Security Access/Change requests – Please use the new templates on the portal

IF you have an Emergency, create the Work Order and follow up with a call to 469-525-4299.

HOW to ACCESS PRIMARY SUPPORT:TMK IT Support Center Portal

  • A link can be found on each company’s intranet site, TMKNET, BHMNET, AILNET.
  • Type “helpdesk” in the Internet Explorer Address box.
  • Using the address,
  • When you access the portal, the Torchmark Corporation IT Policies and Support Procedures will come up in front of the portal.

Torchmark Corporation IT Policies and Support Procedures - FAQs

  • Look here first for the resolution to your issue, this is the self help support procedures or Frequently Asked Questions (FAQs).
  • Look up various company policies and standards, for instance, retention, security, procurement process.

WHEN\HOW TO ACCESS SECONDARY SUPPORT:

  • If you are unable to create a Work Order via the portal, call.
  • If you have already submitted a Work Order for anURGENTmatter or EMERGENCY and you have not gotten a response that your ticket was assigned or received a call from Support personnel. Please place a follow up call.

TMK IT Support Center469-525-4299

TMK IT Support Center

TMK IT SUPPORT CENTER (Help Desk) - Continued

HOW TO ORDER HARDWARE or SOFTWARE (IT Procurement Procedure):

  • A link can be found on, under the heading of Hardware/Software Requests, click on Procurement Procedure.

HOW TO REPORT CONCERNS from ALL COMPANIES:

If you have any Support Center, Security, or Procurement related concerns, please feel free to contact.

IT Support Center Manager, Edena Young OKC 405-270-1432 McK 469-525-4746 or

If you have any desktop support related concerns, please feel free to contact.

IT Technical Services Manager, Daniel L. Black at 469-525-4745 or

NetOps After Hours Support

In an effort to provide a higher level of support for our after-hours end users, we haveimplemented a revised way to submit emergency system requests. In the future please email NetOps Afterhours Support or .
WHEN TO USE AFTER HOURS SUPPORT:

  • Multi-user application failures
  • Server down issues
  • Failed SQL jobs that affect business processing
  • Problems that affect multiple users that directly effects loss of business
  • Telephony issues that are department\companywide

HOW TO GET AFTER HOURS SUPPORT:

  • Email NetOps Afterhours Support with a detailed description of your current issue including contact information; and it will notify the current On-Call IT support personnel.
  • Please provide adequate time for the on-call engineer to respond before escalating the call or re-sending the request.
  • The On-Call staff will respond and resolve all outage type issues as quickly as possible.
  • If our engineer deems the problem not a true emergency (significant loss of business revenue), we will forward your email to our Footprints ticketing system.
  • Emails received by this mailbox during normal business hours will automatically be forwarded to our Footprints ticketing system.

If you feel that you need to escalate the matter, please contact the following:

  • 3rd Party Applications\Middleware: Karrie Pavelka (214) 960-9969
  • Networking \ Telephony \ Printing: Jay Allen (469) 247-9540
  • System Services \ Applications \ SQL: Rod Stallings (972) 743-9701

If you cannot reach the manager or feel that you need to escalate further, please contact:

  • Rod Stallings, Director of Network Operations(972) 743-9701