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