how to use the ict service online helpdesk v1.1 08012018
TRANSCRIPT
email: [email protected] website: www.theictservice.org.uk phone: 0300 300 0000
How to Use the Online Helpdesk
Author(s): The ICT Service
Reviewed by:
Publication date: 08 January 2017
Version1: 1.1
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Contents Log in to the Online Helpdesk ................................................................................................................................ 3
Log Out ....................................................................................................................................................................... 4
Settings ........................................................................................................................................................................ 4
Navigating the Online Helpdesk ............................................................................................................................ 5
Create Ticket Button ............................................................................................................................................. 5
Tab Views ................................................................................................................................................................ 7
Tickets Tab............................................................................................................................................................... 7
Knowledge Base Tab ............................................................................................................................................ 8
Configurations Tab ................................................................................................................................................ 8
Reports Tab ............................................................................................................................................................. 9
Users Screen ........................................................................................................................................................ 9
Agreements Screen ............................................................................................................................................ 10
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Log in to the Online Helpdesk 1. You should have received an Online Helpdesk welcome e-mail from the ICT Service which will
have supplied the following information:
E-mail address used to login Initial password (unique to this system) Website address for the Online helpdesk: www.theictservice.org.uk/helpdesk The Online Helpdesk guide (this document)
If you are unable to retrieve this email or have forgotten your password don’t worry you can simply navigate to the Online Helpdesk login page and select click here to have your password e-mailed to you.
2. Enter your Email and Password.
3. Click Submit.
4. You are taken to the Online Helpdesk Home page:
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Log Out When you are finished using the Online Helpdesk, click the Log Out link on the top right hand portion of the screen.
Settings The Settings link is located at the top right hand portion of the Online Helpdesk Screen. It will enable you to edit your Account Details which will update our main service desk system ensuring that we have the most up to date information.
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Navigating the Online Helpdesk The following information will assist you in successfully navigating the Online Helpdesk.
Most of the Online Helpdesk Tabs will have a Sort menu that will enable you to filter and narrow down your searches.
Most of the Customer Portal Tabs will also have a Summary View and a List View available. A Summary View will provide you with more Summary details about the item, while the List View condenses the details into one row.
Create Ticket Button
Use the Create Ticket button to enter a new service request. When you create a new service ticket your name, address, telephone number and email will automatically populate on the ticket.
The following is a list of field descriptions when you create a new ticket.
Select Service Needed Use the carousel to select the type of Service Request to enter.
Due Date Enter the date you would like the service ticket to be completed.
Emergency Select this check box if the service request is an emergency.
PO Number If applicable enter a Purchase Order number to authorize the billing of this service ticket.
Title Enter a summary for the problem or issue.
Problem Description Enter a complete description of the problem or issue.
Attach document Use the Choose File field to browse for a document to attach. In the Title field, enter a title for the attachment.
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Creating a new ticket is simple and can be completed in the following 3 steps:
Step1: Selecting the service you need
We have a set number of standard options that will enable you to log you ticket against the correct service, please choose the option that best matches your request from the list on the top, use the carousel to cycle through all available options.
Step 2: Ticket Details
The title will automatically update depending on your chosen service, please add a brief overview of your request to the end of title.
The Problem description is the most important part of the ticket please supply a full detailed description of your request, uploading supporting documentation will assist us with the analysis of your ticket, supplying detail on the number of affected staff or students, time constraints such as deadlines of impending work will help us understand the impact and urgency of your request.
An option to select Emergency is available but should only be selected for tickets that require an urgent resolution, for example if your school has an impending Ofsted review or you were carrying out census close to the submission deadline.
Please note that there is an option to insert a purchase order (PO) number, if you believe that your request is not supported by your current agreements with The ICT Service, inserting a PO will enable us to expedite your chargeable request.
Step 3: Contact details
Your contact details will automatically be populated from your login, please check to see that these are correct and are the most appropriate contact telephone number and e-mail address as this is how we will communicate to you in response to your ticket.
After completing the required fields and clicking Submit, you will receive a confirmation message with your ticket number.
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Tab Views
There are a number tabs to view within the Online Helpdesk, these will differ depending on your level of access, if you are unable to view a particular tab which you believe you should have access to please raise a ticket through the Online Helpdesk or call our Helpline and we will assess your request.
Tickets Tab
The Ticket Tab enables you to view all service tickets for your School. Certain security levels may be necessary to view all valid service tickets. From this screen, you can select to open a new service request by selecting the Create Ticket button.
You can also use the Search by facility to search for current and historical service tickets for you and your school. Certain security levels may be necessary to view all valid service tickets.
Click on the Summary link to review the details or add information.
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Knowledge Base Tab
The Knowledge Base Tab enables you to search all service entries in the system. Enter Key words and select a time period to search.
If you have Service Types that are predefined, you have the ability to answer the questions that are included in the Problem Description section. For example, if you have a new member starting in your company and you need to create credentials for the user, you would choose Service Needed in Step 1 and in Step 2 you would include all the contact’s information, such a First Name, Last Name, Username, Password, Email address etc. This is where you would include all the details for a ticket to be created.
Configurations Tab
The Configurations Tab will show the list of devices and configurations associated with your School. You can Use the Search By area to filter and narrow down the configurations you are looking for.
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Reports Tab
You can view reports based on your security level. Your school administrators can view all listed reports for their school.
The following are custom reports that you can create and share: Service Request Trends This Year, Service Request Trends Last Year, and Executive Management Report.
Users Screen This view enables you to update company email addresses, phone numbers, and emails, in addition to changing your password.
If you have the security rights, a list view of all of the Contacts for your Company will be available. You can click into any contact information to update it. In addition, you can click the Add New User button to add a new user to the portal.
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Agreements Screen The Agreements view enables you to view all active agreements for your company.