Nashua School District
Technology Policies & Procedures
Title: Helpdesk Policy Implementation Date: 01-Jan-2005
Overview
There are several methods to gain access to our Helpdesk System. The easiest way to do this is from our Technology web page under Help Desk or via Internet Explorer and type in http://helpdesk on the address line.
When you place a help desk request, an electronic mail message will be sent to both you and the Technology person assigned to your problem. Depending upon how serious the problem is deemed to be, you should expect an update on the status of your problem within 24 hours. You should then be provided with an expectation of when your problem should be resolved. You can communicate with the assigned technician by clicking on reply on the email confirmation.
Detailed Description
Enter Userid: helpdesk Password: helpdesk
Enter Email Address so we can contact you, eg. smithj@nashua.edu
Click on Submit Request
Enter Subject to briefly describe your problem
Enter Priority (Low, Medium, High, Urgent). Please be realistic with this
Enter your Last Name and First Name
Enter Starbase Issue? (No, Yes)
Enter School (this will cause your ticket to be assigned to correct person)
Enter Room
Enter Computer Number (Go to Start and Right Click on My Computer, click Properties, then Computer Name)
Enter Description (Enter as complete a description as you can to help us diagnose the problem, including any error messages you see)
If your problem is Applications related (eg. NANweb, Starbase, Library system, etc), your request will be forwarded to a member of our Applications Support Group who will then respond to you directly. The Helpdesk ticket will remain open until your problem is resolved.
You can view all of your sent requests by clicking on View My Requests, when your are at the main page. There is also a feature called Search Knowledge Base which contains solutions to common problems.
Contact: Director of Technology
Filename: Technology_Helpdesk