How to use the IT Help Desk Ticket System

IT here with some big updates. Look alive, folks!

What’s changing?

The IT Ticket system is new and improved! All tech-related issues will now go exclusively through the ticket system, which is now more robust and will require a little more background information when submitting. This will cover the general area that you are experiencing issues as well as some specifics.

** it.dept@sdplus.org will now be shut down. If you email this address directly it will auto-respond with directions for the IT Ticket. Nobody is monitoring this email address anymore, so if you have an issue do not rely on emailing any address directly for support. Use that IT Ticket! **

Where can I find the IT Ticket?

Right on the main portal! Click on “IT Help Desk”  www.sdemployees.com

You will be required to log into the website, so at a minimum make sure you know the password (will be found in your email in Tuesday Updates). If you don’t have access to your email, please ask a coworker.

When will I hear back from IT?

Prioritizing needs is a big part of this new system and we want to make sure that expectations for response times are clear for everyone. No longer will we be mysteriously hiding in the shadows!

Issues around Jane, the server, Paychex & reports will be addressed the same business day.

Issues with company-issued computers & company email will be addressed by the next business day.

If the IT Ticket was submitted then you should receive a confirmation email instantly with information on how long a response may take. If IT is unable to meet that window they will reach out directly and notify you about the delay and attempt to give a rough window for when they may be able to help.

** We do not officially support any personal computers and you should contact the manufacturer of your device and/or the company you purchased it from if issues arise. The basic fixes in the FAQs are the best we can offer e.g. update operating system and apps, restart device, etc. **

But Why is this happening!?

With the volume of emails that we receive it can often be hard to get pertinent information quickly, which means it takes more time before we can help resolve problems. The IT Ticket system will allow us to more efficiently organize tech issues and give us more information up front without the need for multiple back-and-forth emails. The less emails flying around then the faster we can help you!