Information Technology Help Desk Instructions

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Information Technology

Help Desk Instructions

Company: VanDeMark Chemical Inc.

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2 Information Technology Help Desk Instructions

1. Logging into the IT Help Desk ... 3

2. IT Help Desk Dashboard ... 4

3. Submitting a Help Desk Ticket ... 5

4. Viewing and Searching Tickets ... 8

5. Responding To, Closing, and Reopening Tickets ... 10

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1. Logging into the IT Help Desk

1.1. Go to the VDM website: http://www.vdmchemical.com/vdm/ 1.2. Press the Member Login link to open the Login Form

1.3. Enter your VanDeMark username and password to login.

1.3.1. Note: Please ONLY enter your username (for example: j.marshall) and NOT your email address (for example: [email protected]) as the username for the website login form.

1.3.2. The website is tied directly into your VanDeMark account so there is no need to register

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2. IT Help Desk Dashboard

2.1. All functions within the system can be accessed from the dashboard view, including: 2.1.1. Submitting a new ticket

2.1.2. Viewing and searching for outstanding tickets 2.1.3. Viewing IT articles contained in the Knowledge Base

2.2. The dashboard is accessible by rolling over the Home menu item, then selecting IT Help

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3. Submitting a Help Desk Ticket

3.1. The ticket submission screen can be accessed in two ways:

3.1.1. From the menu bar by rolling over the Home menu item, then rolling over IT Help and

selecting Enter New Ticket.

3.1.2. From the IT Help Desk Dashboard by selecting Submit Ticket.

3.2. The actual ticket submission process is as follows:

3.2.1. User & Email – Since you are logged into the website, your username and email address

should fill in automatically. If it does not, follow these instructions.

3.2.2. Department – Select your department.

3.2.3. Subject & Message – Please provide as much detail as possible concerning the IT

problem that you are experiencing.

3.2.4. Priority – Please let us know how urgent the request is.

3.2.5. Attachments – Attach any supporting documentation to help us resolve the problem,

such as a screenshot of the error message.

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6 Information Technology Help Desk Instructions Example Help Desk Ticket Form

3.3. Once the ticket has been processed, you will receive a confirmation message on the web page

and a confirmation email. Below are examples of each message.

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7 Information Technology Help Desk Instructions Confirmation Email

Manually selecting your user account

3.4. If your user account is not selected automatically when you attempt to enter a new ticket,

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4. Viewing and Searching Tickets

4.1. Submitted help desk tickets can be accessed in two ways:

selecting Ticket Queue.

selecting Ticket Search.

4.2. The Ticket Queue is simply a listing of all open and closed tickets that you have in the system

while the Ticket Search allows you to find a specific ticket.

4.3. Example Ticket Queue is shown below:

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9 Information Technology Help Desk Instructions 4.4. Example Ticket Search screens are shown below.

4.4.1. The default search screen is very basic as seen below:

4.4.2. Press Open Advanced Search to access the advanced search screen:

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5. Responding To, Closing, and Reopening Tickets

5.1. To respond to a ticket, find the ticket from within the Ticket Queue or Ticket Search screens.

5.1.1. Once you select a ticket, you will see a link that says Click here to reply.

5.1.2. Use this functionality to update the IT department with new information concerning the

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5.2. To close or reopen a ticket, find the ticket from within the Ticket Queue or Ticket Search

screens.

5.2.1. If the ticket is currently closed, you will see a link that says Reopen Ticket. 5.2.2. If the ticket is currently open, you will see a link that says Close Ticket. Closed Ticket

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6. IT Knowledge Base

6.1. The IT Knowledge Base can be accessed via the IT Help Desk Dashboard.

6.2. The IT Department will be updating the knowledge base to include system documentation, user

Information Technology Help Desk Instructions