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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
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