ITS Services Help Desk Guide

Welcome to ITS Services Help Desk,

This short guide will give you the basics on how to use ITS Services Help Desk and submit your requests for services from ITS Service Catalogue.

The purpose of this portal is to support smooth, efficient, and effective communication and service delivery for service providers and users.

Opening a Task in ITS Services Help Desk:

Select “My Area”, the second item in the project navigation menu right upper corner.
On the right upper corner select "Add ticket".
Select the Layout, pick your Service type, choose your organization and enter the Subject.
Include a short description with all relevant information about the request. Priority is optional. Also attach a file or document if needed.
By choosing the right Service Type from the dropdown lists, you will help the ITS team to streamline the assistance:

ITS Service Type :

Service	Description	Associated Team
Hardware Issues	Our IT department addresses and resolves hardware-related problems, ensuring your devices function optimally.	IT Support
Software Issues	We troubleshoot and resolve software-related issues to ensure your applications and systems run smoothly.	IT Support
Hardware Request	Request new hardware equipment, and our IT team will assist in procurement, setup, and integration into your existing infrastructure.	IT Support
Software Request	Need new software tools or applications? We manage software requests, from procurement to installation and configuration.	IT Support
Website/Web App Issue	Resolve issues affecting the performance or functionality of your website or web application promptly and efficiently.	IT Support
Website/Web App Request	Request development or updates for your website or web application, and our team will handle the implementation and testing.	IT Support
DNS Issue	Address and resolve Domain Name System (DNS) issues to ensure seamless and accurate domain name resolution.	IT Support
Domain Management	Manage your domain effectively, including registration, renewal, and configuration to meet your business needs.	IT Support
User Management	Our IT department oversees user accounts, permissions, and access control, ensuring a secure and organized user environment.	IT Support
Security	Implement and maintain robust security measures to protect your IT infrastructure, data, and networks from potential threats.	IT Support
Network/Server Issue	Diagnose and resolve issues related to networks and servers, ensuring optimal performance and availability of IT resources.	IT Support
Other	If you encounter IT issues not covered above, our team is ready to assist with a wide range of miscellaneous IT support and services.	IT Support
Onboarding	Streamline the onboarding process for new users, providing them with the necessary resources, access, and training efficiently.	IS Zoho Request
Deactivation of User	Securely deactivate user accounts when employees leave the organization, ensuring data integrity and security protocols are met.	IS Zoho Request
Request Access to Project/Folder/Application	Easily request and grant access to specific projects, folders, or applications, ensuring users have the necessary permissions to work on tasks.	IS Zoho Request
Revoke Access from Project/Folder/Application	Efficiently manage user permissions by revoking access from projects, folders, or applications when it is no longer required.	IS Zoho Request
Report Issue with User Access/Permissions/Project	Report and resolve issues related to user access, permissions, or project-related problems promptly, maintaining a secure and controlled environment.	IS Zoho Request
Other	If you encounter IT issues or requests not covered above, our team is ready to assist with a wide range of miscellaneous IT support and services.	IS Zoho Request

2. Prority:

	Priority	Response time by ITS representative
	Blocker	Immediate response
	Critical	within 24h
	High	within 48h
	Medium	within 5 days
	Low	within 10 days