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http://intranet.iusd.org/infotech |
Help Desk
IUSD's Help Desk provides a simple process to request I.T. assistance with any technology issue or question.
The primary way to submit a request for assistance is to send an email to the following address. Once submited, a "ticket" will be created for you and your request will be assigned to a technician.
If your request is more time sensitive, or your email capabilities are currently inhibited, you can submit a ticket by calling the following number...
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(949) 936- 5060 (7 a.m. - 4 p.m., Monday-Friday)
Finally, you can submit a ticket by logging in to the Help Desk system directly. Additionally, you can monitor the status of your submitted tickets and track their progress...
Help Desk Frequently Asked Questions
Why and when should we use the Help Desk?
All sites should use the Help Desk for any technology issue. As technology needs grow, the Help Desk allows us to see issues across the District, ensure that support requests are assigned to the most qualified/available staff member, and when needed, reassign resources/roles to address issues as quickly as possible. The Help Desk system also automatically escalates and reminds technicians about outstanding issues.
Who can contact the Help Desk?
IUSD staff, students, and parents can contact the Help Desk.
Does everything have to go through the Help Desk?
Our general rule in IT is, “If you have to walk away from the problem, it goes into the Help Desk.” The Help Desk was created/implemented to improve service – not to depersonalize it. Please don’t hesitate to contact IT staff directly with questions, ideas, or feedback. Many of your sites also have dedicated hours of a technician on site. The Help Desk system shouldn’t get in the way of building and sustaining that relationship. We tell our team that, if they can resolve a problem at first contact (e.g., swapping out toner, checking a cable, resetting a password) to take care of it without requiring a ticket. However, the volume of requests from any site introduces some risk that even a simple request could get lost if it is not appropriately tracked. Therefore, if it’s not a “quick fix,” it should be in the Help Desk system.
What Response time should I expect from the Help Desk system?
Tickets are assigned to a specific technician or team almost immediately after they are received. During most of the school year, we average a 1-2 day timeline from when a ticket is received to when it is resolved. (During opening of schools, wait times differ significantly based on the type of ticket). A user can check the status of his/her tickets at any time by going to http://helpdesk.iusd.org from a district computer and logging in with his/her IUSD username and password. They can also call x5060 for an update.
If we have a dedicated technician/site staff, can we bypass the Help Desk?
Even if you have onsite staff, your site should be using the Help Desk for technology issues (except for the “quick fixes” described above).