WRPS Technology Department Services
Help Desk Overview
WRPS IT Help Desk is a technical support team that provides prompt, knowledgeable, courteous computing support services over the phone, Remote Access, in person, and email to the Wetaskiwin Regional Public Schools community.
The WRPS IT Help Desk aims to resolve all requests for assistance on supported applications. If the request cannot be resolved at the Help Desk level 1 it will be escalated to level 2. If the request cannot be resolved at the Help Desk level 2 it will be escalated to a product specialist or contractor. If the problem or request concerns an unsupported system, hardware, software or service, staff will do their best, given call volumes, or suggest other avenues of support.
Note: All calls for a login or password issue are handled as critical and escalated immediately.
To submit a IT Help Desk request, access our eBase HelpDesk software at the following link: - https://wrps11.ebasefm.com
Outside the Scope of Help Desk Support
The Help Desk is not able to support:
- Personal devices
- local print sharing
- personal/home networks
- replacing a customer’s printer consumables (paper, toner cartridges, etc.)
- local file sharing
The Help Desk Process
If the request relates to unsupported software, the customer will be notified. Help will be offered on a best effort basis.
- Trouble Tracking: The Help Desk Specialist will open a trouble ticket in the eBase HelpDesk software that will consist of the Customer’s full name, phone number, affiliation, and problem description.
- Problem Resolution: The Help Desk Specialist will attempt to resolve all problems and requests for supported operating systems and applications. If call volume prohibits the specialist from spending any more time on the call, or (s)he is unable to solve the problem, the ticket will be escalated.
- Escalate the Request, if necessary: The Help Desk Specialist will update the ticket, and escalate the request to second level within the Help Desk or to third level support outside of the Help Desk.
- Log Resolution into Ticket: The Specialist who resolves the problem is responsible for appropriately updating the ticket with the action taken.
- Ticket Closure: All Help Desk tickets will be closed when a resolution has been offered, with the status of the ticket set to “Closed” through a -closure process that will generate emails upon status change and closure.
- Customer Satisfaction Surveys: The tracking system “Tracks” will randomly send customer surveys to gauge satisfaction with the Help Desk Services. Based on survey results, customers may receive a follow-up call.
Service Disruption Communication
The WRPS IT Help Desk will notify Site Administration of any major service outages using email and phone notifications.