Before you call the Help Desk
Define the issue:
Hardware-- Some computer hardware is usually easy to determine. Failing monitors, keyboards, mice, printers etc. But other hardware such as failing hard drives, graphics or sound cards, cooling systems might be more difficult to detect... (more)
Software-- Some software issues might actually be blamed on the hardware. An audio issue, for instance might be turned in to computer repair, but it may just need a new driver for the card, or better yet, the mute option was checked for sound output. It is our job to be logical in approach when determining exactly what the problem is before calling for help... (more)
Network-- After familiarizing yourself with your network, there are some pretty basic steps to take in almost any network troubleshooting event... (more)
End User (passwords, usernames, etc.)-- There will always be the forgotten username or password, or just plain user error issues at any site. We recommend that you create an automated system for employees to turn in 'tickets' to you. It is important that you control your environment, thus ending the constant scenarios of people grabbing you in the hallway or pulling you out of class for just ONE minute! Sound familiar? Our new KACE Help Desk module has a queue just for site techs. Just have your teachers/staff log into KACE and place a ticket. It goes straight to you. It's that easy. EMail the KACE HD team for more information and training for your staff.
For online help files, downloads and resources:
KACE Knowledge Base Library
Interspire Library (training and how to documents)
Site Tech Help Files (Login with your G-mail address. Your password is pass.)