Help Desk Essentials Training. Course Handout

Transcription

1 Help Desk Essentials Training Course Handout

2 Contents Help Desk Job Aid 2 Help Desk Ticket Guidelines..3 User Groups Job Aid.4 Assignment...8 Help Desk Essentials Training l Revised 7/12/13 1

3 Help Desk Job Aid Submitting a Help Desk Ticket 1. First, access the help desk. Open the Internet Explorer web browser, and simply type in the following web address: 2. Second, login to the help desk. Enter your Requester Login Name and Password. (Hint: Your username is not your .) Then click Submit. 3. Third, click New Issue in the upper left corner of the page. 4. The new help desk ticket will open in a new window. Choose the appropriate Assigned Group and enter a detailed description of your issue into the Summary Box. Then Click Save. Help Desk Essentials Training l Revised 7/12/13 2

4 Help Desk Ticket Guidelines Job Please follow these guidelines to ensure that help desk tickets are addressed in timely and efficient manner. Please put in a help desk ticket before you call or anyone on the team for help. Include as much information on the ticket as possible, such as: o resident name o unit, t-code o full description of issue o full description of any error messages o For any login issues, please include your User ID and the system that you are locked out of Attachment Guidelines o Double check to make sure the attachment was sent o Include notes on the ticket in case the attachment is removed o Make sure all hand-written notes are legible o Make sure attachments are upright, legible, and in portrait view Do not enter duplicate tickets. This will cause your ticket to be delayed, creates double work, and clogs up the help desk. You can check the status of your ticket at any time by logging into the help desk. Check the Notes section for any updates and/or requests. You should be receiving notification s from help desk. If you are not receiving s from the help desk, contact ION247 directly to have your notifications reset. Do not respond to the s received from the help desk. Instead login to the help desk and add a note to the previously submitted help desk ticket. If the issue is resolved before a response from the help desk is received, close the help desk ticket. Help Desk Essentials Training l Revised 7/12/13 3

5 Assigned Groups Job Aid 14 Possible Assigned Groups to Use: Accounting Employee Access RPM Use Only Human Resources ION Camera Systems IT Help Desk Marketing PERS Safe Rise Yardi Video Request ZAdmin Z Internal Z Incoming Mail Z Star 4 Assigned Groups NOT to use: Zinternal zadmin Z Incoming mail Z Star Phone Number if You Do NOT Have Access to the Help Desk Online: Help Desk Essentials Training l Revised 7/12/13 4

6 11 Assigned Groups and Corresponding Uses Accounting All issues pertaining to vendor payables Check distribution Vendor setup Certificate of Liability Insurance and Workman s Compensation issues with Vendors Proof of vendor payment Statement of deposit accounting reimbursement General ledger accounts and reclassifications Financial statement issues Auditor issues Reserve account releases (Regional Property Managers) Employee Access RPM USE ONLY **REGIONAL PROPERTY MANAGERS ONLY** Resolved by Various Departments Simultaneously Request new access for employees Terminate employee access Change employee access This group covers: Yardi, , website, help desk, and EIV access Human Resources ADP EZLabor login and setup information Clock-in and clock-out issues Issues with (PTO) paid time off Paycheck issues Benefit enrollment and cancellations Drug Screen enrollment ION Camera Systems Any problems with camera systems All issues pertaining to camera systems installed by ION247 Any issues with camera viewing stations and general viewing issues Help Desk Essentials Training l Revised 7/12/13 5

7 IT Help Desk Anything broken with the computer, printer, or internet Log in issues with and ion247 Help Desk Computer software issues Computer viruses New program or hardware installation Telephone issues All issues that do not have an assigned group or have an undefined group IF YOU DO NOT KNOW WHICH GROUP TO ASSIGN YOUR HELP DESK TICKET TO, THEN SELECT: IT HELPDESK Marketing SPM Website ( Access any website login issues Site Content New/revised SPM forms Edits/additions/deletions to community pages, job postings, and the In the News Sections All other SPM.net issues Marketing Materials Printed brochures, print ads, business cards or marketing materials Promotional items/giveaways/banners/signage Floor plans/misc. graphic design requests ERS (Personal Emergency Response Systems) All issues pertaining to Personal Emergency Response Systems that ion247 has installed or is monitoring: emergency pendants, smoke detectors, fire alarms, etc. Enrollment/Deleting (Be sure a signed contract is attached to the ticket) Updating User Information (telephone number changes, etc.) Help Desk Essentials Training l Revised 7/12/13 6

8 Regulatory Bed bug infestations Fair housing issues Reasonable accommodations and modifications Environmental issues Mold Asbestos Lead-Based Paint SafeRise All issues pertaining to the SafeRise Access Control Door Systems Enrollment and deleting users in the Access Control Door Systems Updating User Information (telephone number changes, etc.) Guest/Resident entry issues VideoRequest Request security video from your community camera systems if available. Yardi Yardi Resident Screening Yardi Log-In Issues Ledgers and Reports 59 s/tic s Checkscan/Deposits Recent Notices Utility Allowance Help Desk Essentials Training l Revised 7/12/13 7

9 Help Desk Essentials Training Assignment Assignment 1 - Create a Help Desk Ticket Jane Doe, in apartment 503, has just stopped into your office. A notice that her rent is overdue was sent to her door, but Jane claims that she has paid her rent on time. Jane has the cancelled check for her rent payment in hand and wants to know why she has received this letter. You have checked her ledger and she has a zero balance due. The payment of the rent is on the ledger as well; however, her rent is showing up as unpaid on your delinquency report. Put in a help desk ticket with a description of the reporting issue as you have learned from the guidelines in the Help Desk Essentials Training. Be sure to be detailed as possible. You will need to make a note on the ticket that this is your assignment for the Help Desk Essentials Training Course. After you have completed the quiz and the course assignment please Stephanie Graves at [email protected]. Help Desk Essentials Training l Revised 7/12/13 8