IT Helpdesk Process

BACKGROUND Our IT Helpdesk ticketing is designed to provide a log of IT requests to our Systems Administration department, in priority order. PROCESS The IT Helpdesk link can be found here: IT Helpdesk link – please bookmark this in your web browser, for future reference, if you have not already done so. If you experience any issue with any hardware or software you use which is stopping you doing any aspect of your job, you should log a ticket via the IT Helpdesk immediately. This includes any issues with hardware, software, email, internet connectivity, network, printer or telephony issues. Subject Line – Enter the item which is not working Description – please describe the issue you are experiencing in as much detail as possible. You should list exactly what software/hardware is not working, what tests you have carried out, and the results of these tests. The better the description, the quicker Douglas will be able to identify the problem and resolve the issue. Priority level – select this to help Douglas prioritise the urgency of your issue:High – the issue is having a major impact on your ability to do your job and needs to be resolved as soon as possible – if it is a high priority, please follow up your ticket with a call to Douglas on #8340, to ensure he is aware of the matter. Medium – the issue is having an impact on your ability to do your job, but you can workaround it for an hour or two Low – the issue is not having an impact on your ability to do your job, and its resolution would provide you with a small benefit in efficiency over a long period of time Email Id(s) to notify – Enter douglas@bluesquareoffices.com and your own email address. This is the email address to which you will receive email notifications regarding progress of this ticket. Select ‘Add request’ to add your ticket to Douglas’ queue.