IT Service Catalog for Year 2018-2019

HowTo Section A P P E N D I X F

Information Technology How to Section

How to Enter a Service Desk Request:

In response to a request for more convenient ways to access services, we have developed an IT Services Portal accessible from CityNet as a landing page for services we provide. From this portal, you have access to the some of the most requested services supposed by our service desk. To access these self-services tools select the appropriate link to the right of the screen.

ONLINE TICKET ENTRY 1. Once reaching the entry screen, enter your Lawson employee number, and the application is pre- populated leaving you with a feld to describe your current technical issue. 2. After submitting your request, the correct technician is assigned the ticket and responds promptly with a resolution or with the appropriate next steps

Note: tickets entered electronically result in quicker resolutions than the traditional call in to x2322.

OPEN TICKETS If any point in you want to see the status of your service desk request, you can check by selecting view open request from the IT services portal. CALL COMPLETION PROCESS Once the problem is resolved, you will receive an email notifying the ticket has been closed and asking you to complete a customer satisfaction survey. The Satisfaction Survey is how we not only rate the completed ticket, but we also use the results to make future changes to the services we provide.

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