DCSZ WEB HELP DESK SYSTEM 1. INTRODUCTION The goal of this document is to give a brief description of the DCSZ WEB Helpdesk system, which is the application used to request support for ICT, Facilities and Operations. 2. Features DCSZ Web Helpdesk is a web-based software application, which enables users to easily raise service request tickets via any device within DCSZ. The system will enable users to log tickets and track their progress. It will also help the support staff to prioritize requests and generate reports on efficiency, which will in turn help improve the services. 3. Support requests & Logging tickets To log a ticket, go to http://dcszhelpdesk. Login is with your regular DCSZ computer account. Below is an example of how to raise a support ticket. When raising a support ticket under Request tab: a. Please choose a request type. b. Please indicate an appropriate subject. c. Please include a short description in request details box, including your availability. No. 360 Gang Tian Road, SIP, Suzhou, 215021, China 中 国 江 苏 省 苏 州 工 业 园 区 港 田 路 360 号, 邮 编 215021 T/ 电 话 (86512) 6295 9500 F/ 传 真 (86512) 6295 7540 www.dulwich-suzhou.cn
d. Please check your location (the system auto-populates using the info we hold). e. Please indicate how urgent your request is refer to paragraph 6 below for guidance but please do not automatically set requests to immediate. Support staff will review priority when tickets are raised and adjust accordingly. A ticket will be created and a notification will be sent to your mailbox after you click Save. You can use the History button to check the status of your ticket.
5. Ticket Status Users have the ability to cancel or close a ticket, and support staff can change the ticket status to pending or resolved. Once support staff have resolved a ticket, if no action has been made to a resolved ticket in 8 hours, the system will close the ticket automatically. You will be notified via email when the ticket status has been changed. Open Pending Closed Initial status, ticket has been assigned to support staff Support staff dealing with the problem but may need additional support or approval Status for closed tickets Cancelled Status for cancelled tickets Resolved Problem resolved, you can confirm and close the ticket. If no action has been taken, system will close the ticket automatically in 8 hours 6. Priorities and Response times The helpdesk will use the following guidelines in prioritizing requests and will strive to resolve the problem within the target timeframe. Actual resolutions may be shorter or longer depending on the priority of the requests. The following tables define the levels and target response times.
Priority Criteria ICT Issues which have significant repercussions and render the whole system unusable are marked immediate. An example would be an application error which affects all or a large percentage of users. priority tickets are also for issues related to big school events or students & parents involved support requirements. You can also email, telephone or walk in to ask for immediate support. IT Helpdesk: 7562 George Lu george.lu@dulwich-suzhou.cn Response Time Support IT manager: 7536 Cookie Sha cookie.sha@dulwich-suzhou.cn High Medium Issues which have significant repercussions but do not render the whole system unusable are marked HIGH. An example would be an application error which affects a small percentage of all users Issues that affect one piece of functionality are NORMAL priority. An example would be the email application not working but you can still access email via webmail. Within 4 hours Within 8 hours Low LOW priority is most often used for cosmetic issues that don t inhibit the functionality or main purpose. Within 2 days Long Term This priority is often used for system development plans or new resource requirements. 1 week or more
Priority High Criteria Facility Issues which have significant repercussions and will interrupt the normal operation are marked immediate. For example, a utility service has been interrupted (power/water/gas/hvac/lighting), safety risk linked to rain leakage, electricity shock risk, slip risk, etc. You can email, telephone or walk in to ask for immediate support. Facility help desk: 3352 Vera Xu maintenance@dulwich-suzhou.cn Facility Assistant: 3303 Lexi Chen lexi.chen@dulwich-suzhou.cn Facility Manager: 3363 Vincent xu Vincent.xu@dulwich-suzhou.cn Issues which have significant repercussions but do not render the whole system unusable are marked HIGH. For example, multiple AC units or lighting is not functioning properly. Response Time Support Within 4 hours Medium Issues that affect one piece of functionality are NORMAL priority. For example, a door or window cannot be closed properly. Within 8 hours Low All other items. Over one day 7. Comments & Concerns Please email any comments or concerns about the operation and procedures associated with the helpdesk to cookie.sha@dulwich-suzhou.cn.