Help Desk Procedures
Areas of coverage for IT remain unchanged except for special systems as there is some minor overlap in responsibility for special systems. For clarification–any telecommunications, bells, intercoms and A/V work requests should go directly to IT. Other special systems (e.g. fire systems, HVAC and related systems) should be directed to Maintenance. If IT needs to be involved, Maintenance will then bring IT in. (Note that in the past work orders were sent to the warehouse and then rerouted to the IT Department. From now on, please direct all IT related work to the Help Desk)
When requesting service from the IT Department, please follow the procedures outlined below:
The Help Desk technician will assign a “Ticket Number” and the appropriate technician will be dispatched. In most cases, the site administrator and tech liaison will receive carbon copies of the ticket.
Within two (2) business days, the technician will either: 1) complete the work requested and close the ticket, OR 2) notify the contact of the status of that ticket and when it is expected to be completed.
When the ticket is finally closed the technician will notify the contact for that ticket with an explanation of what work was completed. The site administrator and tech liaison will also receive the copy of the resolution.Please do not send e-mails to the IT DEPARTMENT e-mail address or call an IT Department staff member directly when needing Help Desk assistance - Please submit an IT Work Order via SchoolDude or call the HELP DESK.
If you have any questions, please feel free to contact,
DUSD #27 / IT Department
Phone: (520) 364-2447 ext. 7592
Help Desk: (520) 364-4219
Fax: (520) 364-8342