Welcome to the Nuu-Chah-Nulth Tribal Council helpdesk system. This system has been created to provide a single point of contact for information requests and problem resolution. The goal of the helpdesk system is to maximize operational efficiency for all users, by providing timely resolutions to problems and questions. The helpdesk will also effectively manage problems to constantly improve the:

· Quality of support to users

· Usability of information systems

· Effectiveness of documentation and training

· Users’ satisfaction with support

The helpdesk system uses “tickets” to record a users’ request for help. A ticket can be submitted by using the NTC Network Helpdesk or Remote Helpdesk (email).

NTC Network Helpdesk

If you are connected to the Nuu-Chah-Nulth Tribal Council local network (you have entered your username and password at NTC) use the following instructions:

Step 1. Open Internet Explorer and enter http://it/helpdesk in the address bar.

Step 2. Enter your email address and click on the “Login” button.

Step 3. A new help request ticket is created. Confirm that the e-mail address is correct; if incorrect click not you and repeat step 2.

Step 4. Enter the information regarding the problem/ question. The “Summary” section is a brief description of the problem; same as the “Subject” when composing emails. The “Description” section is a detailed explanation of the problem/question; same as the body of an email. Files may also be attached to the ticket; similar to e-mail attachments. For example a screen shot of the error message can be used to assist the IT Department in resolving the issue. To take a screen shot of an error message, have the error message displayed on screen, then press the “Print Screen” key. Open Microsoft Office Word, right-click on the blank document and select paste. You should see a copy of your error message in the Word document. Now you can save the document and attach it to the ticket.

Step 5. Click the submit button to send the ticket.

Step 6. After submitting the help request ticket, the NTC Network Helpdesk will display “Your existing help requests”.

(A)

(F)

(E)

(D)

(C)

(B)

From this point there are six available options:

A. Close Internet Explorer. The IT department has the ticket and will begin working on the request.

B. Add Comment to an existing ticket. This allows you to add more information to your ticket.

C. Submit sends the new comment and/or file to the IT Help Desk.

D. Attach File allows you to attach a file (ie screen shot).

E. Close Request. Is only clicked if you have resolved the problem and require no further help from the IT department.

F. Create a new help request. This allows you to send a request for another problem.

Step 7. After a ticket has been submitted a conformation email will be sent to the users email address. An email will also be sent when a ticket has been closed.

Remote Helpdesk

If you are not connected to the NTC local network use the following instructions:

Step 1. Open either Shaw webmail site, Outlook Express, or Outlook.

Step 2. Address an email to helpdesk@nuuchahnulth.org.

Step 3. Include a brief description of the problem in the “Subject” section.

Step 4. Provide a detailed explanation of the problem/question in the body of the email.

Step 5. Files may also be attached to the ticket/email. For example a screen shot of the error message can be used to assist the IT Department in resolving the issue. To take a screen shot of an error message, have the error message displayed on screen, then press the “Print Screen” key. Open Microsoft Office Word, right-click on the blank document and select paste. You should see a copy of your error message in the Word document. Now you can save the document and attach it to the email.

Step 6. Click the send button to send the ticket.