Information Technology Help Desk Instructions Company: VanDeMark Chemical Inc. Authors: Jeffrey Marshall & Mark Thompson Date Created: May 2013
Table of Contents 1. Logging into the IT Help Desk... 3 2. IT Help Desk Dashboard... 4 3. Submitting a Help Desk Ticket... 5 4. Viewing and Searching Tickets... 8 5. Responding To, Closing, and Reopening Tickets... 10 6. IT Knowledge Base... 12 2 Information Technology Help Desk Instructions
1. Logging into the IT Help Desk 1.1. Go to the VDM website: http://www.vdmchemical.com/vdm/ 1.2. Press the Member Login link to open the Login Form 1.3. Enter your VanDeMark username and password to login. 1.3.1. Note: Please ONLY enter your username (for example: j.marshall) and NOT your email address (for example: j.marshall@vdmchemical.com) as the username for the website login form. 1.3.2. The website is tied directly into your VanDeMark account so there is no need to register separately for the website. 3 Information Technology Help Desk Instructions
2. IT Help Desk Dashboard 2.1. All functions within the system can be accessed from the dashboard view, including: 2.1.1. Submitting a new ticket 2.1.2. Viewing and searching for outstanding tickets 2.1.3. Viewing IT articles contained in the Knowledge Base 2.2. The dashboard is accessible by rolling over the Home menu item, then selecting IT Help 4 Information Technology Help Desk Instructions
3. Submitting a Help Desk Ticket 3.1. The ticket submission screen can be accessed in two ways: 3.1.1. From the menu bar by rolling over the Home menu item, then rolling over IT Help and selecting Enter New Ticket. 3.1.2. From the IT Help Desk Dashboard by selecting Submit Ticket. 3.2. The actual ticket submission process is as follows: 3.2.1. User & Email Since you are logged into the website, your username and email address should fill in automatically. If it does not, follow these instructions. 3.2.2. Department Select your department. 3.2.3. Subject & Message Please provide as much detail as possible concerning the IT problem that you are experiencing. 3.2.4. Priority Please let us know how urgent the request is. 3.2.5. Attachments Attach any supporting documentation to help us resolve the problem, such as a screenshot of the error message. 3.2.6. Submission Once all of the data has been entered on the ticket, press Submit. It may take a few seconds to create the ticket so please do not press Submit multiple times. 5 Information Technology Help Desk Instructions
Example Help Desk Ticket Form 3.3. Once the ticket has been processed, you will receive a confirmation message on the web page and a confirmation email. Below are examples of each message. Confirmation Message on Website 6 Information Technology Help Desk Instructions
Confirmation Email Manually selecting your user account 3.4. If your user account is not selected automatically when you attempt to enter a new ticket, simply select your account from the user list by pressing Select user from list. 7 Information Technology Help Desk Instructions
4. Viewing and Searching Tickets 4.1. Submitted help desk tickets can be accessed in two ways: 4.1.1. From the menu bar by rolling over the Home menu item, then rolling over IT Help and selecting Ticket Queue. 4.1.2. From the menu bar by rolling over the Home menu item, then rolling over IT Help and selecting Ticket Search. 4.2. The Ticket Queue is simply a listing of all open and closed tickets that you have in the system while the Ticket Search allows you to find a specific ticket. 4.3. Example Ticket Queue is shown below: 4.3.1. Select any ticket to view the details of the ticket, check or change the status of the ticket, and to respond to the ticket. 8 Information Technology Help Desk Instructions
4.4. Example Ticket Search screens are shown below. 4.4.1. The default search screen is very basic as seen below: 4.4.2. Press Open Advanced Search to access the advanced search screen: 4.4.2.1. From here you can search your tickets by department, by priority level, and limit your search to open or closed tickets as opposed to all tickets. 9 Information Technology Help Desk Instructions
5. Responding To, Closing, and Reopening Tickets 5.1. To respond to a ticket, find the ticket from within the Ticket Queue or Ticket Search screens. 5.1.1. Once you select a ticket, you will see a link that says Click here to reply. 5.1.2. Use this functionality to update the IT department with new information concerning the case. Simply press Submit when finished to post the reply. 10 Information Technology Help Desk Instructions
5.2. To close or reopen a ticket, find the ticket from within the Ticket Queue or Ticket Search screens. 5.2.1. If the ticket is currently closed, you will see a link that says Reopen Ticket. 5.2.2. If the ticket is currently open, you will see a link that says Close Ticket. Closed Ticket Open Ticket 11 Information Technology Help Desk Instructions
6. IT Knowledge Base 6.1. The IT Knowledge Base can be accessed via the IT Help Desk Dashboard. 6.2. The IT Department will be updating the knowledge base to include system documentation, user guides, and anything that may be of use to VanDeMark employees from an IT perspective. 12 Information Technology Help Desk Instructions