ICT HELPDESK PROCEDURES

Transcription

1 ICT HELPDESK PROCEDURES General Overview This section provides generalized details of the Help Desk, and ICT staff responsibilities. Help Desk: A help desk is an information and assistance resource that troubleshoots problems with computers or similar products. Hours of operation: 8:00 am 3:00 pm Monday to Friday

2 Methods of Contact Users / clients can contact ICT Help Desk by using the following mediums: Telephone: (+255) / The primary contact method for calls placed by help desk users icthelp@smole.or.tz The second most utilized contact method from help desk customers. Quite often used for administration request due to the necessity for correct syntax. Paper Mail: ICT Help Desk P.O. Box 811 Zanzibar Generally used by external contacts or internal users returning application forms for IT services. Personal Visit. Clients who wish to drop off or pick up services such as service request forms, or loanout software generally carry out personal visits. Fax Mail +255 (0) Primary used for receiving emergency request for service forms or receiving information from external contacts. Web Pages: Website page coming soon. Available to persue various documentation and information that is provided by the Help Desk. requests can also be made from the web pages. Help Desk Tracking System For tracking the status of your problem or case.

3 HELP DESK RESPONSIBILITIES The SMOLE ICT Help Desk performs a variety of tasks and duties as listed below: 1. Service Request Administration The following service requests forms are processed and administered by the ICT Help Desk. Reporting a System or software problem Request to change the user password if necessary Request for software installation Request to access the database / Server for Specific tasks 2. Service Request Maintenance Ensuring that the Request for services are looked after, Documentation is up to Date and available for pick up by clients. 3. Administration The help desk is responsible for looking after the following services administration. - account creation, adjustment on mail host server. - Major mail list creation on mail host server: To create mailing list and providing basic support to designated owners. - Changing passwords - Checking account details - Adjusting quota for mail accounts - Rebuilding of completed accounts 4. Drop In Support Provision of the Help Desk supported services directly from the reception desk including the delivery of service request forms.

4 SOFTWARE SUPPORT The ICT Help Desk provides basic and advanced support for the following applications and services. If the immediate assistance cannot be obtained from the Help Desk, the staff will endeavour to forward their request or query to the most appropriate or group. Operating Systems: - Windows 95 - Windows 98 - Windows NT - Windows XP - Windows Vista - Windows 7 Windows Server Windows Server UNIX Systems - Mac OS 6.x MS Office Suite 95 & 97: Web Browsers: - Word - Excel - PowerPoint - Access - Outlook Applications: - Internet Explorer - Mozilla Fire fox Telnet Applications: - Microsoft Outlook 2003 / Mail - WS FTP - Filezilla - Remote Desktop Virus Prevention Software: - McAfee 8.7i Antivirus and Firewall

5 General Assistance The following general assistance should be available to all SMOLE employees as well as general public: - General Computing Advice - SMOLE web page navigation - ICT Services information - ICT resources information. Response Procedures At least one of the Help Desk phones will be available to receive in- coming calls during operation hours special circumstances dictate otherwise. Help Desk staff should endeavor to answer calls on the 3 rd ring whenever possible. No more than five to ten minutes should be assigned to an initial call. If a solution cannot be found in this time, ensure that you have taken the relevant details to either call back later once you have found the solution or for more information. All calls received during operating hours should be responded to within twenty minutes The replies should have the initial call content within the message. This provides the Help Desk with a method of recording the call & its initial response together. Personal Visit Clients who wish to drop off or pick resources such as Service Request forms, or loan-out softwareʼs are the most common visitors to the Help Desk Visiting Hours: 9:00 am 3:00 pm