# How to Submit Requests to IT Help Desk

##### Purpose:

To show the ways requests can be sent to the IT help desk for assistance with technical questions or help fixing an issue.

##### Prerequisite:

- Access to email or phone

##### Who's Responsible:

- All employees

##### Process:

- **Via Email**
    - Send email to **<support@jranck.com>** with questions/issues.
    - A ticket will be created for the IT department.
    - All IT team members will be able to see all requests submitted
    - Include as much information as possible on the issue
    - Attach screen shots of issue if possible/applicable
    - Email follow ups will be sent via the ticket process to the requestor and anyone else CC'd on the ticket

- **Via Phone**
    - External phone call **(989) 775-1010**
    - Internal phone call extension **2120**
    - Someone in the IT department will answer the phone. If no one answers, leave a message and a ticket will automatically be created and all IT members will be able to see it and listen to the voice mail

- **Via Drop-in**
    - Stop by any of the IT teams offices. If someone's door is closed that means they are either working on something critical or are in a meeting. Pick another IT team member to go to
    - If IT can address a quick question, they will do so
    - If not, they may ask that a ticket be submitted so the information is gathered, and the request is not lost or forgotten about. This also allows tracking of the question/issue to identify if others are having the same question/issue