Choose from the location menu a physical location where you can be reached, and ensure that your office coordinates in the Phonebook are up to date.
Pick a descriptive topic
e.g. rather “outlook crashes constantly” than “a little problem”
Always report only one problem per ticket
Describe the problem as good as possible (all of the following that applies):
What happens?
When? (What did you try to do?)
How did you notice the problem? (What did you expect to happen? / What happened instead?)
Which device / program was you using?
Is this about some specific (non-standard) device? (Brand?/Model?)
Are there any error messages?
Print screen can often be useful
Write to the point (you may skip excessive pleasantries)
What are ticket watchers?
You can add one or more emails as watchers to your ticket. The watchers will also receive a copy of all the automatic emails from the ticket system that have to do with your ticket. This is ideal if a for example a colleague or your superior must also be kept updated about the progress of your ticket.
When to call the Helpdesk by phone?
Whenever one of the following applies, you are entitled to direct phone support via 02 627 41 05:
Your computer does not start at all
You have no connection to the network/internet or the ticket system is unreachable.
You want to report that you cannot access a common ICT service (e.g. Zarafa mail), and according to the service portal, it should be Online
You face an urgent problem which completely prevents your work (e.g. a projector goes out in the middle of your presentation)
When you call the telephone support, a helpdesk employee will create a ticket in your stead. The possible follow-up of your problem will happen via this ticket.
Which langugage should I use with the ICT Helpdesk?
We guarantee normally a fully trilingual (EN/NL/FR) service and we answer you in the language you have written to us. Outside the normal opening hours of the Helpdesk we cannot, however, guarantee that the standby person would always be trilingual.
To ensure as fast treatment for your ticket as possible, we recommend to write us in English because everybody in the service speaks at least some English. This is nevertheless no obligation.
