1. iSquad Customer Service Working with the DOE Help Desk

2. Focusing Questions What are some technology problems that require a DOE technician to visit the school to complete the repair? How can I contact the DOE Helpdesk using the MAGIC system?

3. Instruction

4. Framing The Session You must have seen teachers in the classroom trying to troubleshoot computers that have various problems. Sometimes the problem is simple and easy to fix but some problems cannot be fixed by ourselves in the classroom, or in the school, without the right tools or the necessary software. Today I am going to show you how to gather the necessary information and submit it to the helpdesk so they can send out a technician to the school.

5. Teaching  Students will brainstorm problems they think they know how to fix. (What are some problems that you feel you can fix by yourself)?  Solicit scenarios from students - when would it be necessary to contact the helpdesk and make list. (Let's talk about some instances when you feel it will be necessary to contact the helpdesk).

6. Teaching  Demonstrate what information is necessary to fill out a helpdesk Magic ticket. (Show "Helpdesk template” doc).  Access the website and demonstrate how to fill out the form. (Needs teacher's e-mail login to access Magic).

7. Guided Practice Use one of the non-working computers to demonstrate a problem that cannot be fixed immediately such as a crashed hard drive. Use the document to demonstrate the parts of the helpdesk Magic ticket and the information required to complete it.

8. Work Time

9. Getting Started For the next 20 minutes: Examine these computers to determine what is wrong with them, if anything. Determine if this is something that you can fix with the tools and knowledge that you have right now. Write down the information that you will need to contact the helpdesk using the template.

10. Work Time Accessing and completing a Magic ticket. Students use given template to gather information.

11. Share

12. Today we learned how to gather information on a problem and how to report it to the helpdesk. Now we will look at a few of the forms you completed to be submitted to DOE helpdesk and any problems encountered while gathering or reporting the problem. Share

13. What did you do? How did you handle your problem? Were you able to find the necessary information easily? How difficult was it to complete the form? How long did it take approximately? Share

14. How does this work address the questions that began the session? Answers: What are some technology problems that require a DOE technician to visit the school to complete the repair? How can I contact the DOE Helpdesk using the MAGIC system? How easy is it to submit repair requests using the Magic system?