Logging Service Desk calls

Need ICT Help?

• Contacting ICT Service Desk

• What information should I supply for computer or account issues

• What to do once your request has been logged

• Case closed

• Sample Requests we deal with

Overview

Need ICT Help?

Phone 1800 338 483

Via the DET Portalhttp://tinyurl.com/ITHelp1800338483

ITHelp1800338483@det.nsw.edu.au

Contacting ICT Service Desk

Need ICT Help?

• Make and model• ASI, Lenovo, Apple

• Location of the equipment (AMS code)

• Serial Number

• IP address of the device (for remote access)

• Computer name (for remote access)

What information should I supply?

Computer Problem?

• Days and times you are available• If you have a mobile number and are OK if helpdesk people call you on it, please provide it

• What troubleshooting steps have you taken and the outcome of those steps

• The more information you can provide about the problem the better.

What information should I supply? (cont)

Computer Problem?

• For Student accounts• Student’s full name• DET Portal ID• scholastic year AND roll class

• For Staff accounts• Staff member’s full name• DET Portal ID

What information should I supply?

User Accounts?

• Label the equipment that has the fault with the incident ID (Job number)

• If you are not always available let someone know of the logged case. Front office staff maybe

• You can check the status of your call via • - DET Portal – My Applications - DET ICT Service Desk - For Remote Access Only

• Check your DET email for updates to your request

What to do once your case is logged.

Need ICT Help?

• Keep a record of the incident ID for when the request has been resolved.

• Once the request has been resolved you will be notified via your DET email

Case Closed

Need ICT Help?

Summary: School computers can not access the internet

Sample Bad Request

Need ICT Help?

Actual problem: School computers could not see the school’s intranet page, which was set as the home page in everybody’s browser. Internet access was fine.

Symptoms: Whilst using the computer it shuts itself down. Fault finding details: Please attempt re-image.

Sample Good Request

Need ICT Help?

Affected PC:Current IP Address: 172.30.148.68Computer name: 3588AR0001DS003.Location: 5/6C ClassroomManufacturer: HP - CompaqSerial Number: AUB5040X7Model Name and Number: DC760 Contact Availability: 9-3:30pm