End User Services (EUS)

End User Services provides internal IT support for the entire organisation, covering access management, hardware procurement and support, and application support for our most commonly used tools.

The End User Services (EUS) team is the IT Helpdesk for GitLab. We provide internal IT support for the entire organisation, covering access management, hardware procurement and support, and application support for many of our most commonly used applications.

How to Contact Us

Email: it-help@gitlab.com
Slack: Please contact IT via the Compass app in Slack (type “Compass” in the top search bar to find it).

Courtesy reminder: our team members have scheduled on-call shifts, so please ask via Compass or email rather than sending Slack direct messages to specific individuals (unless it’s a sensitive matter). There is no need to tag any group or person — your request will be answered by the first available person.

What We Do

We have 24x5 coverage provided by Helpdesk Support Analysts who can help you with access requests, account lockouts, authentication issues, laptop hardware, laptop software configuration problems, 1:1 training for unfamiliar technologies, and triaging problems for any Corporate Security System.

Corporate IT / EUS handles requests and enablement. Corporate Security Identity Engineering handles architecture, security controls, and identity provisioning automation.

We own

Ad-hoc access requests and fulfilment
Access builds for Temporary Service Providers and External Collaborators
Account password and 2FA resets
Laptop procurement, repairs, and wipes
IT onboarding enablement and end user training
End user support for supported applications and Zoom

CorpSec Devices owns mobile device management (MDM) and endpoint detection and response (EDR) configuration, endpoint security baselines, browser security controls, software update policy, and device-trust enforcement. EUS performs user support, logistics, and delegated routine device actions within those controls.

CorpSec Identity Engineering owns

Okta system management and Okta authentication
Automated access request flows through Lumos (Identity Governance)
Provisioning architecture and orchestration
Onboarding and offboarding automation and overall design
Service Accounts

For systems not managed by Corporate IT or Corporate Security, you can locate the owner in the tech stack. If you’re not sure where to ask, contact us and we will redirect you to the right person or place.

Help Articles

Access Requests - including AR Services and FAQs
Account Password and 2FA Resets
External Collaborators (Customers, Partners, Vendors)
IT Onboarding 101
Laptop Management - including the Laptop Wipe (Factory Reset) Process
Okta End User Guide
Supported Applications
Temporary Service Providers (Contractor Users)
Compass - IT support request platform
Zoom

Support Hours

We provide support 24x5 to support standard working hours for our team members during the work week from Sunday 22:00 UTC to Friday 23:59 UTC. We do not provide support coverage on weekends.

In the event of an emergency or urgent request, please contact IT via the Compass app in Slack (type “Compass” in the top search bar to find it) or it-help@gitlab.com.

Courtesy Reminder: Our team members have scheduled on-call shifts, so we kindly ask that you ask in the channel and not send Slack direct messages to specific individuals (unless it’s for a sensitive matter). There is no need to tag any group or person in the slack app since your request will be responded to by the first available person. Please contact IT via the Compass app in Slack (type “Compass” in the top search bar to find it) or it-help@gitlab.com.

Holiday Schedule

2024-12-25 (Wednesday)
2025-01-01 (Wednesday)

On Call Schedule

Region	Analyst Name	Support Hours	Projects/Provisioning Hours
JAPAC	Steve Ladgrove Australia Eastern (UTC+10)	22:00 to 06:00 UTC 3:00pm to 11:00pm PT	22:00 to 06:00 UTC 3:00pm to 11:00pm PT
JAPAC	Maximillian Hirata Japan (UTC+9)	23:00 to 07:00 UTC 4:00pm to 12:00am PT	23:00 to 07:00 UTC 4:00pm to 12:00am PT
EMEA	Bruno Ferreira Ireland (UTC+1)	07:00 to 11:00 UTC 11:00pm to 3:00am PT	11:00 to 15:00 UTC 3:00am to 8:00am PT
EMEA	Eoghan Dunne Ireland (UTC+1)	11:00 to 16:00 UTC 3:00am to 9:00am PT	08:00 to 11:00 UTC 12:00am to 3:00am PT
AMER	Alex Krusiec AMER Pacific/Mountain (UTC-7)	15:00 to 19:00 UTC 8:00am to 12:00pm PT	19:00 to 23:00 UTC 12:00pm to 4:00pm PT
AMER	Mic Rohr AMER Central (UTC-5)	16:00 to 21:00 UTC 5:00am to 10:00am PT	21:00 to 23:59 UTC 10:00am to 1:00pm PT
AMER	Jeff Ford AMER Pacific/Mountain (UTC-7)	17:00 to 22:00 UTC 10:00am to 3:00pm PT	22:00 to 01:00 UTC 3:00pm to 6:00pm PT