1 / 12

Contacting the Help Desk

Contacting the Help Desk. Core Computing Objectives. Contact Information. What’s the E-mail Address? Within the NHA mail system just type “ Help Desk ” in the To: Box Outside of the NHA mail system helpdesk@heritageacademies.com What’s the Telephone Number? Toll free: 1-877-675-4960

eitan
Download Presentation

Contacting the Help Desk

An Image/Link below is provided (as is) to download presentation Download Policy: Content on the Website is provided to you AS IS for your information and personal use and may not be sold / licensed / shared on other websites without getting consent from its author. Content is provided to you AS IS for your information and personal use only. Download presentation by click this link. While downloading, if for some reason you are not able to download a presentation, the publisher may have deleted the file from their server. During download, if you can't get a presentation, the file might be deleted by the publisher.

E N D

Presentation Transcript

  1. Contacting the Help Desk Core Computing Objectives

  2. Contact Information • What’s the E-mail Address? • Within the NHA mail system just type “Help Desk” in the To: Box • Outside of the NHA mail system helpdesk@heritageacademies.com • What’s the Telephone Number? • Toll free: 1-877-675-4960 • Local: 1-616-949-5566

  3. Needed Information • Please include the following information: • IP Address • Serial Number • Name • School/Location • Position/Grade • Nature of the Problem: Please be very specific

  4. IP Address • What’s an IP Address? • Your IP Address tells the Help Desk where your computer is within the NHA system. • How do I find my IP Address • Hold your cursor over the icon by the clock in the lower right hand corner of your screen • A number will appear • i.e: 10.16.0.103

  5. Serial Number • What is a Serial Number? • The serial number identifies your computer. This number is created by the company that manufactured your computer - i.e. Compaq • This number assists the Help Desk in identifying your specific workstation • What do I find the Serial Number? • You can find the serial number either on the side or the back of your computer. • This is usually a 12 digit number - i.e. 6818BYN28241

  6. Personal Information • Be sure to include the following information with EVERY message sent to the Help Desk: • Your Name – Mrs. Osterhaus • Your School – Paragon • Your Position – 4th Grade Teacher

  7. Nature of the Problem • Contacting the Help Desk is similar to going to the Doctor. • When you go to the Doctor, you don’t just say, “I’m sick” you describe your symptoms. • The more information they have, the faster the Help Desk can diagnose the problem and deliver a solution. • Lack of information slows down the process of delivering a solution to you.

  8. Nature of the Problem • What do I say? • Indicate programs you were using • Write down the exact error message if possible • Describe specifically what happened • i.e. – “I entered my username and password to access the LAN and received the error message ‘Network could not identify this user’. My login has worked before, this is the first day it has not worked.”

  9. Help Desk vs. ETS Help Desk Issues… Computer does not turn on User cannot log into Network User can log into Network but not Academy Link User can not print User needs to recover last data ETS Issues… User does not know how to create a News Letter in Academy Link User wants to learn how to create a MSPowerPoint Presentation User needs help setting up assignments in Academy Link’s GradeBook

  10. Remember the Help Desk are People…

  11. … don’t forget to say “Thank You”

More Related