Quick Guide for Users on how to use the Helpdesk system to log IT

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					Quick Guide for Users on how to use the Helpdesk system to log IT related calls


          Before you log a support call on Helpdesk have you:

 •   Checked any training manuals to ensure you are following the correct process?
 •   Checked the help available on-line within the software or on the IT help pages?
 •   (SRS) Re-run the OnDemand module to show you how to enter data?
 •   Asked a colleague if they can help?


         If you still need to log a call you can do this by:

     A. Using the on-line Helpdesk system (below) or
     B. Contacting Campus IT Services helpdesk (see overleaf)




           A.   On-line Integrated Helpdesk system

 1) On the University home page, sign in and select IT Help from ‘Quick Links’
 2) On the IT Help page click on the “Log a call – staff” button – located next to the
     traffic light. Or you can type in the address https://helpdesks.wmin.ac.uk
 3) If you are unable to sign in, you can still log a call using the IT web form at
     https://helpdesk-form.wmin.ac.uk/

To access the Helpdesk system:




 Click on the ‘New Call’ icon in the line of icons along the top of the screen
 Your details (name, phone number) will appear automatically.
Quick Guide for Users on how to use the Helpdesk system to log IT related calls


Step 1
In the ‘Summary’: provide the main
details, such as
• Login issues with password,
• Report a hardware fault,
• Request software installation
• SRS (for the Student Record
    System),
• ROOMS (for Room Service),
• infoLinX
• CMS
• myHR etc. etc.

Step 2
In the ‘Enter Description’ field type:    The MORE information YOU GIVE,
    1. Describe what happened             the EASIER it will be TO HELP YOU
    2. Detail any error message


 Click on OK



Step 3
The call reference number you have been assigned is on the left hand side of the
screen, you will also receive email confirmation of your call.



Click on the ‘Logout’ icon to exit the system.



Additional Information is available at
IT Help                   http://www.wmin.ac.uk/its
IT Support FAQ            http://www.wmin.ac.uk/page-12262
Check progress of call    http://www.wmin.ac.uk/page-2160




                 B. Contacting Campus ITS

Cavendish        +44 (0)20 7915 5488                   ncs-comp@wmin.ac.uk
Marylebone       +44 (0)20 7911 5000 ext 3311          mr@wmin.ac.uk
Harrow           +44 (0)20 7911 5000 ext. 4664         har-its@wmin.ac.uk
Regent           +44 (0)20 7911 5000 ext. 2037         wel-comp@wmin.ac.uk