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IT Support in the Library - Help Desk. KhulisuJobe Sithole – [email protected] What are we going to do today?. What is a Help Desk Why use a Help Desk What Happens to call Logged to the Help Desk 4 Major Possible Problems Examples of a Network Problems

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It support in the library help desk

IT Support in the Library - Help Desk

KhulisuJobe Sithole – [email protected]


What are we going to do today
What are we going to do today?

  • What is a Help Desk

  • Why use a Help Desk

  • What Happens to call Logged to the Help Desk

  • 4 Major Possible Problems

  • Examples of a Network Problems

  • How To Create a Screen Dump

  • Remote Desktop Assistance

  • Why do password expire


What is a Help Desk?

A dedicated internal organizational resource that provides technical or functional application problem-solving advice and follow-up to system users.

www.bridgefieldgroup.com/bridgefieldgroup/glos3.htm


Why use the Help Desk

  • The Help Desk is a much more efficient way of logging calls compared to using a Phone or email.

  • if a problem is logged on the Help Desk, it becomes easy to prioritized them

  • It is easy to refer back to the problem if it has been logged in the Help Desk correctly.


What Happens to call Logged to the Help Desk

  • All the calls logged to the Help Desk are assigned to technicians who in turn will attend to them.

  • An email will be sent to a user who has sent a Help Desk request to inform them that a call has been logged on their behalf.

  • After the technician has attended to the problem, the call will be “Closed”


What Happens to call Logged to the Help Desk - continues…

  • A confirmation phone call will be made to the user who has sent a Help Desk request to verify if a problem has been attended to and has been solved.

  • If a problem was not solved the call will be re-opened otherwise, it will be closed.


4 Major Possible Problems

  • Hardware

    • “Monitor is not switching on”

  • Printing

    • “Document failed to print”

  • Software

    • “Word does not want to open my document”

  • Network

    • “I cannot get into the internet”



E resources problem network problem continues
E-Resources problem“Network Problem” – Continues…

  • Please give as much information as possible

  • Please write down the search you did, the journal name giving the problem

  • Give us a screen dump of the error you see on your monitor.


How to do a Screen Dump

  • The reason for a Screen Dump is that it gives an exact graphical description of the problem

  • On the keyboard there is a button that is labeled Print Screen/SysRq, hold down the Ctrl button and click the Print Screen. This will copy what ever you are viewing on to clipboard

  • On Paint click on the Edit menu and click on Paste.


Remote desktop assistance
Remote Desktop Assistance

  • It is a tool where the I.T department can connect to a P.C. remotely – Only with a users consent

  • This means that sometimes a Technician does not need to go to the users P.C. to solve some problems. For example, A document that cannot open.

  • This helps in time saving and provides quicker response to a problem.


Why do password expire
Why do password expire

  • The major reason for a password to expire is security

    • If one keeps the same password for too long the possibilities of it being know and cracked are high

    • Sometimes the I.T department might ask you to give them your password for them to be able to solve a problem Remotely or for some other reasons (Only with your consent)


In closing
In closing

  • I.T department provides a substantial amount of service to the Library.

  • It helps in the investigation of new Technologies that can be of use to the Library.

  • The I.T. Help Desk provides a link and it is a first place of contact for Library users


Questions

Questions?

KhulisuJobe Sithole – [email protected]


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