CIO-Information Technology

IT Help Desk - 742-4615

The IT Help Desk centralizes work requests for computer installations and trouble calls. Please continue to check first with your building technology coordinator/contact. If your building technology coordinator/contact determines that a work request should be submitted then contact the IT Help Desk at 742-4615.

Telephone calls are recommended so we can do basic troubleshooting and obtain all required information should a ticket for another group be necessary. If you do not have access to a telephone, you may send an email to ASDHelpDesk@asdk12.org. Whether you call or email, providing complete information will help expedite resolving your problem.

Requests will be given the following priority (IT Helpdesk Priority Setting):

• Walk-ins will be assisted immediately.
• Phone calls will be answered in the order they are received.
• Phone messages will usually be returned within an hour.
• Emails will be responded to after phone calls are returned.

Have the following information ready when you call the IT Help Desk:

• User Name
• Location
• Phone number, including Extension or Menu Option Number
• Manufacturer and Model of User Equipment
• Operating System of Computer
• Problem, including any Error Messages (jot it down and have that available)

After you have placed your call with the IT Help Desk:

The person who reported the problem will receive an automated email message from "HelpDesk-Ticket@asdk12.org" when requests are created and closed. Please DO NOT RESPOND to these messages. Your ticket will be given a priority setting based on the problem. A response is automatically deleted and cannot be read by Help Desk personnel.

IT Help Desk Procedures Flyer

Average Duration in Hours of Calls Closed by Call Type

Take a minute and check out the Computer Tips & Tricks and FAQ sites. In addition, other sites that are worth reviewing are Email Procedures or Internet Guidelines.