ICT Helpdesk. User Guide. 24 th May Page 1

Transcription

1 ICT Helpdesk User Guide 24 th May 2011 Page 1

2 Table of Contents 1.0 ICT Helpdesk ICT Helpdesk Opening Hours Normal User Guide How to contact the helpdesk By Call How the ICT Helpdesk Functions Following up on your work order number On Completion of Works Order Sending attachments via User Guide How to request for NEW USER account creation, disabling/deleting of user account and reactivation of user accounts using Page 1

3 1.0 ICT Helpdesk The ICT department provides ICT support to all staff and students on FNU domain. The ICT Helpdesk is the first point of contact when you have an ICT problem or query. To request for ICT services please log a call at the ICT Helpdesk while providing all the relevant information required to provide ICT services. Information given below will guide you through how to contact, log a fault and follow up on your faults with ICT Helpdesk. 2.0 ICT Helpdesk Opening Hours Monday to Thursday - 8am to 4.30pm Friday - 8am to 4pm (Including lunch hours, 1-2pm) Saturday to Sunday - CLOSED Public Holidays - CLOSED 3.0 Normal User Guide 3.1 How to contact the helpdesk 1. By the ICT Department at icthelpdesk@fnu.ac.fj This will automatically have your request logged onto our helpdesk system. You shall receive a work order number that you may use to make follow ups for your call. 2. Call Call the ICT Helpdesk on the following numbers: Ext: 311 Samabula Campus Outside Samabula Campus Upon receiving your call, the helpdesk administrator shall attempt to resolve your call over the phone upon manually logging it onto the system or have your call logged and allocated to the appropriate IT support staff that will contact you and resolve. 3.2 How the ICT Helpdesk Functions As soon as the call is logged: 1. You shall receive an automated from ICT Helpdesk indicating the work order number that you shall use to make follow ups for your call. Example below. Page 1

4 2. Based on the nature of your problem, the ICT Helpdesk Administrator shall prioritise your tasks and in line with the response time. 3. The Helpdesk administrator shall then allocate your work order within 30 minutes to the next available technician who will contact you and ensure resolution in line with the resolution times as per the allowable response times. 4. Upon resolution, the ICT staff shall update the work order with action taken and complete the work order. You shall receive an notification on the same. The shall indicate instructions on what to do if a work order was closed erroneously. Page 2

5 3.3 Following up on your work order number An automatically generated notification will be sent to requestors upon assigning of a Works Order number for the request /fault logged in the system. Please reply to append the information related to your work order. You may follow up by clkicking for updates on the links in the . For all follow up, please quote the work order number as shown in extract above your queries to the assigned technician of the fault or the Helpdesk. 4.0 On Completion of Works Order On completion the Requestor will receive an notification with technicians note in it. You may pursue further if not satisfied. 5.0 Sending attachments via User Guide 5.1 How to request for NEW USER account creation, disabling/deleting of user account and reactivation of user accounts using Log on to your Microsoft Outlook account and click new as shown below: In the new window that opens, Address your to: icthelpdesk@fnu.ac.fj Page 3

6 NEW USER In the Subject line: type the appropriate Subject from the table given below Finally, attach a fully completed applicable ICT Form endorsed by HR Department for the request and click send. Subject Attach Form New user request NEW USER User / Internet Application Form Disable or delete user account REMOVE/DISABLE USER STAFF EXIT FORM Reactivate user account REACTIVATE USER ACCOUNT User / Internet Reactivation Form - END - Page 4