GAELIC Summer Camp Day 3

1. IT Support in the Library - Help
Desk
KhulisuJobe Sithole –
khulisujobe.sithole@wits.ac.za

2. What are we going to do today?
• What is a Help Desk
• Why use a Help Desk
• What Happens to call Logged to the Help Desk
• 4 Major Possible Problems
• Examples of a Network Problems
• How To Create a Screen Dump
• Remote Desktop Assistance
• Why do password expire

3. What is a Help Desk?
A dedicated internal organizational resource
that provides technical or functional
application problem-solving advice and follow-
up to system users.
www.bridgefieldgroup.com/bridgefieldgroup/glos3.htm

4. •The Help Desk is a much more efficient way of
logging calls compared to using a Phone or email.
•if a problem is logged on the Help Desk, it becomes
easy to prioritized them
•It is easy to refer back to the problem if it has been
logged in the Help Desk correctly.
Why use the Help Desk

5. •All the calls logged to the Help Desk are assigned
to technicians who in turn will attend to them.
•An email will be sent to a user who has sent a
Help Desk request to inform them that a call has
been logged on their behalf.
•After the technician has attended to the
problem, the call will be “Closed”
What Happens to call Logged to the
Help Desk

6. •A confirmation phone call will be made to the
user who has sent a Help Desk request to verify if
a problem has been attended to and has been
solved.
•If a problem was not solved the call will be re-
opened otherwise, it will be closed.
What Happens to call Logged to the
Help Desk - continues…

7. 1. Hardware
• “Monitor is not switching on”
2. Printing
• “Document failed to print”
3. Software
• “Word does not want to open my document”
4. Network
• “I cannot get into the internet”
4 Major Possible Problems

8. Example of a “Network Problem”

9. E-Resources problem
“Network Problem” – Continues…
• Please give as much information as possible
• Please write down the search you did, the
journal name giving the problem
• Give us a screen dump of the error you see on
your monitor.

11. How to do a Screen Dump
•The reason for a Screen Dump is that it gives an
exact graphical description of the problem
•On the keyboard there is a button that is labeled
Print Screen/SysRq, hold down the Ctrl button
and click the Print Screen. This will copy what ever
you are viewing on to clipboard
•On Paint click on the Edit menu and click on
Paste.

12. Remote Desktop Assistance
• It is a tool where the I.T department can connect to a
P.C. remotely – Only with a users consent
• This means that sometimes a Technician does not
need to go to the users P.C. to solve some problems.
For example, A document that cannot open.
• This helps in time saving and provides quicker
response to a problem.

13. Why do password expire
 The major reason for a password to expire is security
• If one keeps the same password for too long the
possibilities of it being know and cracked are high
• Sometimes the I.T department might ask you to give
them your password for them to be able to solve a
problem Remotely or for some other reasons (Only
with your consent)

14. In closing
•I.T department provides a substantial amount of
service to the Library.
•It helps in the investigation of new Technologies
that can be of use to the Library.
•The I.T. Help Desk provides a link and it is a first
place of contact for Library users

15. Questions?
KhulisuJobe Sithole –
khulisujobe.sithole@wits.ac.za