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? What information do I need to have on hand before 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. Many equipment problems require a technician's visit from the DOE helpdesk. The most efficient way to submit the problem and get a quick response is by using the MAGIC system 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  Let’s talk about some problems that we encounter in the classroom and school with our computer equipment.  Think about which computer problems would need to be fixed by a technician from the helpdesk and make a list.

6. Familiar Sights? I’m on fire!!!! The Proxy goes away!!!! I can’t get anything to work!!??#$& This printer is about to go down!!!!!

7. Teaching  I will now demonstrate what information is necessary to fill out a helpdesk Magic ticket.helpdesk Magic ticket.  I will then access the website and show you how to fill out the form. (A teacher's confidential e-mail login is required to access Magic). http://magic75.nycenet.edu/selfsupport http://magic75.nycenet.edu/selfsupport

8. Login Page

9. Guided Practice This computer I’m using to demonstrate has a problem that cannot be fixed immediately - the hard drive crashed. Let’s examine it to collect the information required to complete and submit a helpdesk ticket.

10. Work Time

11. Getting Started For the next 20 minutes: Examine the available computers to collect information to submit a helpdesk ticket. Complete the Excel form as required to report an incident.Excel form Use one of the problems that we discussed earlier from the list.

12. Work Time Step 1:.Students pair up into groups of two. Step 2. Collect a computer from the cart or sit by a desktop Step 3: Students download Excel document from wikispaces or teacher’s flash drive. Step 4: Examine equipment and locate the information requested on the form. Complete the form. Select problem from list to report. Step 5: Students will repeat exercise until all the problems listed have been “reported” on the form.

13. Share

14. 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

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

16. How does this work address the questions that began the session? Answers:

17. 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 easy is it to gather the information in an efficient manner with minimal interruption?