Helpdesk Procedures

• Only one (1) issue or request should be placed in a single ticket. Should multiple needs be required, multiple tickets should be entered into the system.
• Any user that needs IT support for an event must create a request at least 2 weeks before the date of the event. a. Any event that is requested less than 2 weeks before the date of the event will be supported on a “best effort” basis. In “emergency” situations, the District Support Supervisor will make the decision on which events are supported.
• When submitting a ticket, more information is better than less information. Each piece of information asked, gives the IT Engineers a better idea of the situation and the possible course of actions available.
• Users should not attempt maintenance on any hardware or software unless directed to do so by IT Staff.
• Submitters will receive an email from the helpdesk system when a ticket has been received and appropriately processed. This email will provide the details of the ticket including to whom the ticket has been assigned.
• The submitter will receive emails regarding any changes to the status of the ticket. Any concerns can be addressed with the IT Staff assigned to the specific ticket.
• A submitter will occasionally be asked to answer a short survey based on their ticket experience. Your help in determining the nature and quality of the services provided will enable IT Staff to continually improve the experiences for each individual involved.