For those of you who are in need of assistance, the Help Desk is the best option staff have to connect to the IT department about technology issues. A Help Desk ticket immediately reaches all IT staff, enabling us to respond much faster than an individual email. It is more important than ever to utilize the Help Desk as we are supporting more devices, students and staff than ever before. Submitting a Help Desk ticket is as easy as emailing helpdesk@dcgschools.com.
The following is information we need on every help desk request:
1) Building Name and Room number/Location: (ex: Heritage Room# 402)
2) Category of Technology the request is about: (ex: projector, laptop, printer, etc)
3) Asset Tag: (Red and white one, usually 5 numbers)
4) Detailed Description of Issue: The more information you can provide the better. The more valuable data you provide us the quicker and easier it is for us to help you out.
A few things to avoid:
1) Filling out a help desk for someone else. This is how we receive partial or wrong information. This can increase our response time or can cause us to troubleshoot the wrong problem.
2) Skip the Description of Issue. This will often lead to increased response time as we will have to wait until we can get a proper description of the problem so we can appropriately assist you. We understand you are busy and writing out a detailed description can take time but please remember we are a small staff and support thousands of staff, students and devices. The more you can help us the more we can do to help you.
3) Emailing just one person in the technology department. When you email the Help Desk it notifies all of us. This will help us manage all technology support requests and assist you in the best and quickest way possible. It could be one of us is in the building at the very time you need help and if you email Help Desk we can come right over and assist you. If you email one of us directly we will likely redirect you to enter a ticket causing an additional delay in time to resolve the issue.
4) Do not send technology over without a help desk request sent and unless instructed to do so. Often we receive a Chromebook or some other form of technology with no notes on who it came from or what is wrong with it. This can lead to technology getting misplaced or forgotten about as there is no request of how we can help or who to send it back to.
5) Do not submit multiple Help Desk for the same issue. If you have additional information to add or are looking for an update to your ticket, respond to the email you automatically receive when you submit a ticket. This will allow us to communicate more effectively to you and keep all relevant details centralized so that we can more easily assist you.
6) Do not put more than one issue on a ticket. Every support item you need assistance with needs to be a separate ticket. This allows us to track repairs and solutions more accurately and effectively. If you submit a ticket with more than one support request we will close the ticket and ask you to submit a ticket for each individual issue.