THUMBS UP from the Help Desk

THUMBS UP from the Help Desk

I love Thursdays. I love Thursdays for many reasons. One of those reasons is that I always get to stop by the help desk to say hello. Today, during my quick visit, Maryann stopped me to tell me how much she LOVES CITs and how much she APPRECIATTES all you do. Just wanted to pass that along :)



We feel the same way about you and your crew, Maryann!!!

TOP 10

TOP 10 THINGS YOU CAN DO BEFORE YOU CALL THE HELP DESK OR PUT IN A WORK ORDER

by Tanya Pinedo (Colonies North CIT) and Mary Ann Quiroga (Lead Help Desk Technician)

1. Computer is acting weird - Reboot your system by turning it off for about 5 minutes. Sometimes unplugging the power cord and network cable wire may help. Turn the machine back on.

2. Always check all the connections for any loose wires or plugs. Check the connections on the Monitors and make sure they are tight. Don’t forget to check the power strip to make sure it is turned on. Make sure everything you need on is on such as the volume. (All computers are required to be plugged into a power strip. If you need one, let me know.)

3. Printer has an error message - turn it off and let it sit for 5 to 10 minutes, then turn it back on. If it is a network printer, disconnect the network cable and let it sit for a few minutes, then re-connect it.

4. Passwords - read your cheat sheet or the front page of the site you are going to such as Lotus Notes. Often under the password box the information you will need for the password is there. Most common issue with Lotus Notes password (First four of last name in CAPS and last four of SS#)

5. Learn to use the Help option tab in any software program you are in-Groupwise, Word, etc.

6. NISD Training Department - http://www.nisd.net/technology/training/ can help you with information after specific software programs such as PDAS. Help desk gets you in and assists with passwords but they do not use PDAS.

7. Munis (Employee Self Service) or BEHRT login is different and does not need an “e” or the “0” when filling in the User Name. This is a popular call to the help desk around payday.

8. If your phone has an error message or is acting odd, unplug the power and the cable and let it sit for about 5 minutes. Plug it back in. This will reboot the system and may take care of the problem. If your voice mail locks up, wait 30 min for voice mail to unlock, or can call the Help Desk for a voice mail password reset.

9. Use the HEAT Self Service on the Intranet when putting in work orders if you can. Give all the information that you can to help them help you-make, model, room number, details of the problem, etc. Always include any error messages you receive, the error messages help us help you. Or you can call 77700. Emailing the help desk will take longer because they need more details that are left off of emails.

10. Take time to read the site you are in and figure out what information you need for the logins, etc.

Helpful TIPS and TRICKS to share out on your blogs :) Thank you, Tanya and Mary Ann!!!

Helpful Help Desk Reminders

Helpful Help Desk Reminders

Request specific software - you want to request specific software. This will ensure you get the correct software installed. If you are unsure of what software you are needing, let me know...I'll help you as much as I can
Example: ActivInspire v1.4 SW2011-0199 NOT "Promethean software"

The #1 way to submit a Work Order is through HEAT. HEAT will ensure that you give all the important information needed for your work order to be processed.
The #2 way to submit a Work Order, especially if you aren't 100% sure of what you are needing help with (trouble-shooting call), is phone.

Good time to install? Because more and more software is able to be installed remotely, letting the Help Desk know a good time to install is a great thing!