iSquad

Customer Service

Working with the DOE Help Desk

Focusing Questions

• What are some technology problems that require a DOE technician to visit the school to complete the repair?

• What information do I need to have on hand before I contact the DOE Helpdesk using the MAGIC system?

Instruction

Framing The Session

• Teachers and students encounter various technical problems in the classroon.

• Some problems are simple and easy to fix but some require special tools or software

• Many equipment problems require a technician's visit from the DOE helpdesk.

• The most efficient way to submit the problem and get a quick response is by using the MAGIC system

• Today I am going to show you how to gather the necessary information and submit it to the helpdesk.

Teaching

Let’s talk about some problems that we encounter in the classroom and school with our computer equipment.

Think about which computer problems would need to be fixed by a technician from the helpdesk and make a list.

Familiar Sights?I’m on fire!!!!

The Proxy goes away!!!!

I can’t get anything to

work!!??#$&

This printer is about to go down!!!!!

Laptop Issues• Needs a technician • WE can fix

Teaching

I will now demonstrate what information is necessary to fill out a helpdesk Magic ticket.

I will then access the website and show you how to fill out the form. (A teacher's confidential e-mail login is required to access Magic).http://magic75.nycenet.edu/selfsupport

Login Page

Guided Practice

• This computer I’m using to demonstrate has a problem that cannot be fixed immediately - the hard drive crashed.

• Let’s examine it to collect the information required to complete and submit a helpdesk ticket.

• Let’s fill out the form together.

Work Time

Getting Started

For the next 20 minutes:

• Examine the computers at your desk to collect information to submit a helpdesk ticket.

• Complete the Excel form as required to report an incident.

Work Time

• Step 1:. Pair up into groups of two.• Step 2: Use the Excel Magic ticket document • Step 4: Examine equipment at your desk and

locate the information requested on the form. • Complete the form. • Step 5: Students will repeat exercise until all

the problems listed have been “reported” on the form.

Share

• Today we learned how to gather information on a problem and how to report it to the helpdesk.

• Now we will look at a few of the forms you completed to be submitted to DOE helpdesk and any problems and good practices discovered while reporting the problem.

Share

• What did you do?

• Which problem did you report?

• Were you able to find the necessary information easily?

• How difficult was it to complete the form?

• How long did it take approximately?

Share

How does this work address the questions that began the session?

Answers: