The CGCSC Help Desk provides an effective means to answer questions and to resolve technical issues by funneling all issues through a central point of contact. This enables effective communication and the ability to document all actions taken. This process allows a means of tracing and providing real-time status of each activity and to generate reports on overall customer service. The CGCSC Help Desk provides assistance with district supported software applications, peripherals, login identification, passwords, hardware repair, and general information regarding technical support.
Center Grove Community School Corporation's Department of Technology provides two levels of service.
Help Desk office hours are from 7:30am to 4:00pm, Monday through Friday (Summer Hours are from 7:00am to 5:00pm, Monday through Thursday) and can be reached at:
CGCSC Help Desk works to resolve all technology related. If calls cannot be resolved at Level 1, they are referred to Level 2. All requests for technical support must be reported to and receive a Help Desk Support Ticket number. This can be accomplished by calling the Help Desk or submitting an online work order.
All users should submit a work order ticket for all incidences. CGCSC utilizes School Dude for submitting and monitor all incidences district-wide.
Level 1: Help Desk Services
It is appropriate to contact the help desk for issues in need of immediate resolution as well as other issues indicated below:
- Need assistance opening a trouble ticket in online ticketing software
- Cannot login to a specific application
- Network outage
- “mission critical” equipment down
Level 2: On-Site Services
User-Support Technicians and/or Technology Assistants provide on-site technology trouble-shooting of hardware and software related issues.
These services include:
- Assist in technology trainings (Technicians)
- Diagnose of software problems
- Diagnose hardware repair issues and send for repair to the CEC
- Provide technical assistance to users
- Diagnose and resolve connectivity issues
- Assist in the installation of new equipment