School IT Systems Support Service Desk Online

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Christopher Ryan
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1 School IT Systems Support Service Desk Online Description: Author: Guidance for Service Desk Online Administrators Jenny Collins Revision No: 6 Last Edited: 24/05/12 Document Ref: S1006 Technical Support Centre Accredited by the Institute of IT Training RM Approved Support Provider Fully accredited by Capita SIMS for proven quality of SIMS support.

2 INTRODUCTION Thank you for your interest in using SITSS Service Desk Online. This site has been created in-house by SITSS and is in the early stages of development. Service Desk Online has been very well received by the schools involved in piloting the software and they have found that in most cases response times have been well within our Service Level Agreement. Please bear in mind that, as with any new software there will be improvements needed along the way, and we welcome your feedback and suggestions for improvement. Please your comments to If you experience any speed issues with Service Desk Online, please contact us, as there are one or two machine configuration settings that can be adjusted to improve performance. BENEFITS Access via a secure web browser from any computer within the Hertfordshire Grid for Learning. Log new cases and check for existing case updates at any time. Receive notifications of progress. Ensure that accurate details of the enquiry are recorded without the need to relay detailed information/error messages over the telephone. GUIDELINES Do ensure that you provide us with as much relevant information as possible when logging or updating cases. This will enable our First Line Support Assistants to direct your enquiry to the most appropriate team member. Re-open and update the original case if the problem that you are reporting is a recurrence of an existing problem. Do give details of any investigations you have already completed. Do provide us with an indication of how many users/machines are affected by the problem. Do ensure that ALL USERS are aware that they must keep their login details private and should not share them with colleagues. Please remember that if you would like a SITSS Consultant to telephone you back, it would be helpful if you could provide us with as much information as possible when logging your case. This will enable us to provide an appropriate response to your query Do not log URGENT cases using Service Desk Online. In an urgent situation it is always best to speak directly to a Service Desk Consultant so that it can be given our immediate attention. 2

3 Do not log a case requesting that a specific person telephones you back. All case are handled by our First Line Support Assistants primarily, and although messages can be taken for individual team members, we cannot guarantee that specific Consultants will be in a position to contact you immediately. Do not set up Service Desk Online accounts for all users. Where possible, cases should be logged by key users within the school. 3

LOGGING ON AS A SERVICE DESK ONLINE ADMINISTRATOR 1. Log on to the internet. 2. Navigate to https://sitss-cl.hertscc.gov.uk/ 3.

4 LOGGING ON AS A SERVICE DESK ONLINE ADMINISTRATOR 1. Log on to the internet. 2. Navigate to 3. Log on to Service Desk Online using your address and the password you were supplied by SITSS. 4. The first thing you should do is change your password to one of your choosing, using the Edit Details button, remembering the following complexity rules: Passwords require a minimum of at least 6 characters containing at least one: Upper case letter one lower case letter one number one non alpha/numeric character Click on the Edit Details button to change your password 4

5 EDITING CURRENT USERS AND ADDING NEW USERS 1. Click on the Contacts button at the top of the screen. 2. As a Service Desk Online administrator, you will see a list of all the staff at your school that had previously been added to the SITSS old call logging system. These users will NOT be able to use Service Desk Online unless you as the Administrator enter an address and password for them using the Edit Details button next to their name. 3. Some of the names that appear may have left your school so can be deleted using the Remove button. 4. Existing staff that appear on the list can be set up as users of Service Desk Online by using the Edit button and entering their address and a password. 5. New users can be set up by clicking on the New Contact button and typing in their details. Click here to amend contact information Please Note: Only set up a key users that you are sure have a requirement to be able to log cases using Service Desk Online. Passwords for all users have the same complexity rules as the password for the administrator. 5

USING SERVICE DESK ONLINE TO LOG CALLS WITH SITSS 1. Log on to the internet. 2. Navigate to https://sitss-cl.hertscc.gov.uk/ 3.

6 USING SERVICE DESK ONLINE TO LOG CALLS WITH SITSS 1. Log on to the internet. 2. Navigate to 3. If using Internet Explorer 7 or above you will see the following screen. Click on Continue to this website (not recommended). Click here 4. Log on to Service Desk Online using your address and the password you were supplied by SITSS. 6

Cases: This will display any cases for your school. You can tick only display open cases if required. Click on the case number to view the case in detail.

7 Cases: This will display any cases for your school. You can tick only display open cases if required. Click on the case number to view the case in detail. Add notes if required and then select the appropriate Send to category. Click Submit to pass the case back to SITSS. Click Complete if the case has been resolved to your satisfaction. New Case: Use this to log a new case with SITSS. You be required to type a brief summary and your question. Once the question has been typed select where the call is to be directed and click the Submit button. Your enquiry will be responded to by a SITSS Consultant and you will be ed to advise when the Case has been updated. 7

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Importing the DfE Deprivation Pupil Premium and Service Children Premium Files School IT Systems Support Herts for Learning Ltd SROB220, Robertson House, Six Hills Way, Stevenage, Herts, SG1 2FQ Doc Ref