Technology Helpdesk Guide for End Users

Transcription

1 Technology Helpdesk Guide for End Users Contents Helpdesk Overview... 2 What is the Helpdesk:... 2 When to Create a Helpdesk:... 2 Need to know parts of the Helpdesk System:... 2 Helpdesk Login/Menu Page:... 2 Main Helpdesk Page... 3 Support Options Dropdown:... 3 Types of Helpdesk Cases... 3 How to Log into the Helpdesk... 4 How to Create a New Helpdesk Case... 5 Updating an Open and Active Helpdesk... 6 When to Update a Helpdesk Case... 6 How to Update a Helpdesk Case... 6 Frequently Asked Questions... 8

2 Helpdesk Overview What is the Helpdesk: Moorpark Unified School District s Technology Helpdesk system is a tool used by all employees to report any technology problems, questions or requests. The Helpdesk system will only work within the MUSD Network, not from home. The Helpdesk Manager continuously checks the helpdesk throughout the day ensuring all cases are immediately assigned to Technicians. When to Create a Helpdesk: A Technology helpdesk case should be created whenever the following issues arise: - Questions with current software - Questions about existing but non-musd software. - Training needs or request - Problems with technology, both immediate and long term. - Requests for technology, both immediate and long term. - Any other Technology related need. - Supply request for Expression batteries or 21 st century classroom printer cartridge. Need to know parts of the Helpdesk System: Helpdesk Login/Menu Page: This main page of the helpdesk system allows you to Login, look for Frequently Asked Questions, and Search the Help Database. All other options have not been enabled for End User use. Page 2 of 8

3 Main Helpdesk Page: The Main helpdesk page is where a helpdesk would be created, updated, or reviewed, depending upon its status. Support Options Dropdown: The Support Options Dropdown is the place to choose to create a new case, update an active case, or review all cases that are active and inactive. Types of Helpdesk Cases Open Helpdesk Case: A helpdesk that is active. It may be unassigned or assigned to a Technician. An open helpdesk case may be opened by the End User, Technician or Helpdesk Manager. An active helpdesk may be updated at any time. Click here to jump to How to Log into the Helpdesk System Closed Helpdesk Case: A helpdesk case that is inactive. A helpdesk may only be closed by a Technician or Helpdesk Manager. A closed and inactive helpdesk may not be updated. Page 3 of 8

4 How to Log into the Helpdesk There are various ways to log into the helpdesk system. MUSD syncs user account information with the Helpdesk system. This means no one should have to manually log into the helpdesk with a username and password unless they are using a browser other than Internet Explorer( ). The Helpdesk system will only work within the MUSD Network, which means it will not work from home. Recommended Path to Login: The recommended path to log into the helpdesk is to use the link found in the MUSD_Apps folder located on the desktop of any district computer. When the webpage opens click on the button. Going through the MUSD Website. Using Internet Explorer, go to Click on For Staff located in the left hand menu column. Click on the Technology Helpdesk (only works in MUSD Network) link. Click on the helpdesk link. Optional: If comfortable doing so, it is ok to create a shortcut to the helpdesk on a desktop or through a browser. Page 4 of 8

5 How to Create a New Helpdesk Case For questions regarding when to create a helpdesk please read the When to Create a Helpdesk Case section. Step One: To open a helpdesk click on the Support Options dropdown: Step Two: Select Create New Case Step Three: Fill out the following information - One Line Description: A brief one line statement that summarizes the purpose of the helpdesk. For example: District Office Tech Department- Student Computer Problem - Selected the Best Category Choices: These are drop down options to choose from. Request Type, Request Category School Name for which the case is for. - Answer the questions in the Please complete the following fields portions: - Fill out the Describe the problem or question in detail section: This is where all the details of the problem should be inputted. Step Four: Click Submit. Page 5 of 8 Note: If any of the fields in Step Three are not completed, the helpdesk will not be submitted and may give an error.

6 Updating an Open and Active Helpdesk Updating an Open and Active Helpdesk is crucial for the case to be solved as efficiently and quickly as possible. When to Update a Helpdesk Case A helpdesk should be updated whenever: - A Technician has asked a clarifying question. - A change in the problem has occurred. - The problem is resolved and no longer requires a Technician. - A question is answered. - When the case has been effectively resolved. - When the case may be closed. How to Update a Helpdesk Case There are two ways to update a helpdesk case. Option One: Every case will send the End User and notification when a case has been opened, updated or modified by a Technician, or closed. Step One: Find an helpdesk notification Step Two: Click on the Login button within the notification . Step Three: Add any new information in the, Add new case information below: section Step Four: Click Submit Page 6 of 8

7 Option Two: Step One: Log into the Helpdesk System. Please refer to the How to Log into the Helpdesk section. Step Two: Using the Support Options dropdown, select Show Open Cases Step Three: Select the case that requires updating by clicking on the case #. Step Four: Add any new information in the, Add new case information below: section Step Five: Click Submit Page 7 of 8

8 Frequently Asked Questions 1. How do I update a Case that has been closed? In the event that a case needs to be updated after it has been closed, please the Helpdesk Manager with the Case # in the subject line and any update within the body. Or, Reply to the case notification. 2. How do I reopen a closed case? If work was not completed to satisfaction, or if the problem has returned, please the Helpdesk Manager with the Case # in the subject line and any update within the body. Created By: MUSD Technology-Natalie Rock Last Modified: December 11, 2013 Page 8 of 8