Making Help Desk work for you Part 2
In the last post we talked about signing in to the district help desk, now let us talk about how to submit a help desk ticket.
Why is this important? Simply put the more correctly a help desk is filled out the quicker something will be done about the issue or request being submitted.
Fun Fact: 5 years ago an IT company audited our help desk system it was discovered that over 90% of all tickets were mislabeled by the creator of the tickets which resulted in significant delays in assistance.
The better a person is at submitting a ticket the easier it is for them to get the help they need in the shortest amount of time.
So let us pick up where Part 1 of this mini-series left off. We have successfully logged in to the help desk portal and we are presented a screen like this one.
This is where you will select several things.
Request Type: Is a drop down menu that has categories that you select and then based on your selection you have sub-categories.
Subject: Title of the request
Request Detail: Here is the important part; This is where you let the person receiving the request what the issue is.
Pro Tip: More detail is better than less, The more you can describe the issue as well as how to replicate it, frequency and so forth the better.
Pro Tip #2: Pictures and videos are awesome!
I personally like it when someone gives me as much detail as they can using the best words they can (don't worry about using the correct jargon) as it helps me put the issue into context and in some cases I will be able to send instructions on how to fix it yourself rather than waiting on me to visit your school to see you.
Location: What Building you are in
Room: Room where you need the help, or where I can find the item to be worked on.
So let us look at the request types now and make a ticket.
So here are the categories you are first presented with. A word of note is the highlighted one 'Building Custodial' is for your principal or Admin team as that is to contact Roger and the maintenance department.
In many cases some of these categories are assigned to specific people, for instance 'IT Hardware Support' Primarily goes to me (Andrew) or Odette. Where as "ET Application Support & Training" Goes to Clint.
Some categories have sub-categories.
Which can go to different people like the one above, while 'New App Approval' goes to Clint, 'Software Deployment' goes to me.
A general guideline is to do your best and select a category that best fits the request or issue you are having.
So let's walk through a demo, Let us say our teacher, Chuck Norris, had an issue with a chrome book. First he would select "IT Hardware support"
and then a sub category of Chromebooks
Mr. Norris then has filled out the subject, the detail, what school he is in, and room where the chrome book can be found.
Looking at the request detail, I know from the information what might be wrong, what chrome book in what cart I am looking for (in case it moves around) and where I could find the Cart.
After everything is filled out all you have to do is to click "Save" and you have submitted your ticket and now someone in the tech department will get an email alerting them that a help desk ticket has been submitted.
Part 3 of the mini series.... how to communicate and track your help desk tickets.
-Andrew
Why is this important? Simply put the more correctly a help desk is filled out the quicker something will be done about the issue or request being submitted.
Fun Fact: 5 years ago an IT company audited our help desk system it was discovered that over 90% of all tickets were mislabeled by the creator of the tickets which resulted in significant delays in assistance.
The better a person is at submitting a ticket the easier it is for them to get the help they need in the shortest amount of time.
So let us pick up where Part 1 of this mini-series left off. We have successfully logged in to the help desk portal and we are presented a screen like this one.
This is where you will select several things.
Request Type: Is a drop down menu that has categories that you select and then based on your selection you have sub-categories.
Subject: Title of the request
Request Detail: Here is the important part; This is where you let the person receiving the request what the issue is.
Pro Tip: More detail is better than less, The more you can describe the issue as well as how to replicate it, frequency and so forth the better.
Pro Tip #2: Pictures and videos are awesome!
I personally like it when someone gives me as much detail as they can using the best words they can (don't worry about using the correct jargon) as it helps me put the issue into context and in some cases I will be able to send instructions on how to fix it yourself rather than waiting on me to visit your school to see you.
Location: What Building you are in
Room: Room where you need the help, or where I can find the item to be worked on.
So let us look at the request types now and make a ticket.
So here are the categories you are first presented with. A word of note is the highlighted one 'Building Custodial' is for your principal or Admin team as that is to contact Roger and the maintenance department.
In many cases some of these categories are assigned to specific people, for instance 'IT Hardware Support' Primarily goes to me (Andrew) or Odette. Where as "ET Application Support & Training" Goes to Clint.
Some categories have sub-categories.
Which can go to different people like the one above, while 'New App Approval' goes to Clint, 'Software Deployment' goes to me.
A general guideline is to do your best and select a category that best fits the request or issue you are having.
So let's walk through a demo, Let us say our teacher, Chuck Norris, had an issue with a chrome book. First he would select "IT Hardware support"
and then a sub category of Chromebooks
Mr. Norris then has filled out the subject, the detail, what school he is in, and room where the chrome book can be found.
Looking at the request detail, I know from the information what might be wrong, what chrome book in what cart I am looking for (in case it moves around) and where I could find the Cart.
After everything is filled out all you have to do is to click "Save" and you have submitted your ticket and now someone in the tech department will get an email alerting them that a help desk ticket has been submitted.
Part 3 of the mini series.... how to communicate and track your help desk tickets.
-Andrew
Comments
Post a Comment