HELP DESK
USERS REFERENCE
GUIDE
|
|
This
handy booklet explains the services provided by the Help Desk and also suggests
better ways to interface with the Help Desk.
TO PLACE A CALL FOR HELP OR ASK A QUESTION USE THE
“HELP DESK” BUTTON ON THE INTRANET.
Voice mail and
email is not checked regularly. Calls placed on the help desk are given
priority. If your computer is not operational ask another employee to enter the
call.
MONDAY
Ø FRIDAY
8AM TILL 5PM
MONDAY
Ø FRIDAY
XXX.XXXX and leave a
message
WHAT SERVICES DOES
INTERNAL IT PROVIDE?
The Internal IT Group:
• Monitors
all systems and network lines to ensure availability.
• Serves as a
central point of contact for you to report any hardware or software problems.
• Assists
with your User ID (cancel, print, status, routing, etc.) related tasks.
• Broadcasts
information about upcoming changes and scheduled or unscheduled system outages.
• Logs all
incoming calls and facilitates problem resolution to your satisfaction.
• Contacts
the proper source to correct any problems, which we cannot directly solve, and
provides you with a solution in a timely manner.
WHEN PLACING A
CALL
TO THE HELP DESK
• Please
Select your name and enter your extension.
• Check your screen for any error messages that
may help us determine the cause of the problem.
• Give us an estimated time factor when you are
experiencing these problems
• Indicate which system or software package you
are encountering a problem with (e.g., Payroll, Word, Excel, etc.).
HOW
DOES THE INTERNAL
IT TEAM MANAGE CALLS?
The Internal IT Team manages calls in accordance
with their business impact, or severity.
Severity definitions are:
1 - System
or component down, critical business impact, no alternative available, notify
management immediately, bypass/recovery.
2 - System or component down
or degraded, critical business impact, alternative or bypass available
3
- Not critical, deferred maintenance acceptable, circumvention possible with no
operational impact
