contacting the help desk core computing objectives
TRANSCRIPT
Contacting the Help Desk
Core Computing Objectives
Contact Information
• What’s the E-mail Address?– Within the NHA mail system just type
“Help Desk” in the To: Box – Outside of the NHA mail system
• What’s the Telephone Number?– Toll free: 1-877-675-4960– Local: 1-616-949-5566
Needed Information
• Please include the following information:– IP Address– Serial Number– Name– School/Location– Position/Grade– Nature of the Problem: Please be very specific
IP Address
• What’s an IP Address?– Your IP Address tells the Help Desk
where your computer is within the NHA system.
• How do I find my IP Address – Hold your cursor over the icon by the
clock in the lower right hand corner of your screen• A number will appear• i.e: 10.16.0.103
Serial Number
• What is a Serial Number?– The serial number identifies your computer.
This number is created by the company that manufactured your computer - i.e. Compaq
– This number assists the Help Desk in identifying your specific workstation
• What do I find the Serial Number?– You can find the serial number either on the
side or the back of your computer.• This is usually a 12 digit number - i.e.
6818BYN28241
Personal Information
• Be sure to include the following information with EVERY message sent to the Help Desk:– Your Name – Mrs. Osterhaus– Your School – Paragon – Your Position – 4th Grade Teacher
Nature of the Problem
• Contacting the Help Desk is similar to going to the Doctor.– When you go to the Doctor, you don’t just
say, “I’m sick” you describe your symptoms.
• The more information they have, the faster the Help Desk can diagnose the problem and deliver a solution. – Lack of information slows down the process
of delivering a solution to you.
Nature of the Problem
• What do I say?– Indicate programs you were using– Write down the exact error message if
possible– Describe specifically what happened
• i.e. – “I entered my username and password to access the LAN and received the error message ‘Network could not identify this user’. My login has worked before, this is the first day it has not worked.”
Help Desk vs. ETS
• Help Desk Issues…– Computer does not
turn on– User cannot log into
Network– User can log into
Network but not Academy Link
– User can not print– User needs to recover
last data
• ETS Issues…– User does not know
how to create a News Letter in Academy Link
– User wants to learn how to create a MSPowerPoint Presentation
– User needs help setting up assignments in Academy Link’s GradeBook
Remember the Help Desk are People…
… don’t forget to say “Thank You”