 | Thursday, February 23, 2012 |
Help Desk Instructions
Launching The Help Desk
Any teacher, administrator or staff member of Speedway
Schools who is logged on to a computer within the district network should have
the Help Desk icon on their desktop and on the start menu under
the "Speedway / Help!" folder. This icon will also appear in a number of locations within
the Technical Support pages of the
Speedway Schools web site.
Login Screen
User Menu
Enter your user name and password to be logged into the Help Desk application. The user name for most staff members consists of your first initial followed by your last name. If you are not sure if you are registered or forget your password, please see the section titled "E-mail My Password".
If you are not registered, use this link "New User" to enter your registration information. You will need to enter a user name, first name, last name, password, and a valid email address.
If you are registered with the Help Desk but have forgotten your password, use this link. Enter your user name and your password will be sent to the email address in your user registration. If the name you enter is not in our database you will get the error "Invalid username.
Use this link to report a problem. As a registered user, your email address, and phone number are automatically entered. For location, please enter the name of the workstation where the problem occurred. The workstation name appears on the desktop under the user name and is also on a sticker on the side of the CPU. Make sure that your school name appears in the "department" field, then choose a category.
Next, enter a title for the help request. Please try to be brief, but specific. Avoid using titles such as "help", or simply repeating the category or other information in the heading. This title will be the first thing seen when searching or reviewing help requests. Under "description" enter a detailed description of the problem, including any error messages.
Do not enter multiple, non-related problems into a single help request. For most hardware problems and any problem with a specific workstation, please enter one request for each computer. If several workstations in the same room have the same problem, such as network printing, or an application that doesn't work, this can be entered as a single help request.
Within a few minutes after submitting a new request you should receive email confirmation. You should also receive an email notice when the problem is fixed and the help request is closed. While a request is open you may update the request or check on the status by using the View Problem List link.
This link will allow you to view a list of all problems submitted under your user name. The list shows the title, who the request was assigned to, the date submitted and the current status. Clicking on the title will open the request. Requests that are new or pending can be updated. Requests that are closed can only be viewed.
As we use the Help Desk application, we will add certain help requests to the knowledge base. A quick search of common issues in the knowledge base may answer your question without entering a new help request.
This screen allows the user to update their registration information and change their password.
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