KB0062 – How to Log a Helpdesk Request

This guide will lead you through the process of logging a Helpdesk Request on the ICT Helpdesk Portal.

Staff and students can contact the ICT Helpdesk by opening a browser and going to this address: http://helpdesk.oakhill.nsw.edu.au/

You can do this from inside the school or from home and when you have browsed to the portal address above, follow these steps:

1. In the login screen, enter your school login name and password and then click on the ‘Log in‘ button.

HelpDesk login

2. In the next screen (see screenshot below) fill out the details of your HelpDesk request.

HelpDesk Request Form

3. For ‘Request Type‘ select the item from the drop down list which best categorises the general nature of the issue for which you are requesting assistance. Your choices are as shown here:

HelpDesk - Request Type options

4. From the expanded window that now opens, drill down to specific  details about your issue by selecting or entering the required information, like the example below:

HelpDesk Specific detials of issue

In this example, the general area for the requested HelpDesk support was ‘Audio Visual’. This was then refined to ‘IWB issue‘ and details of the issue were then entered in the ‘Request Detail‘ box.  The building and room locations were then given and the default priority setting was kept as ‘Medium‘ . The other priority settings are ‘Low‘ and ‘High‘ and the latter should only be used in genuine cases of urgency

5. On completion of the steps above, click the ‘Save‘ button at the bottom-right of the screen.

Helpdesk Save button

You will be taken to a confirmation screen which will give you a Ticket Number for the job you have logged and  conform that an email has been sent to you (see below).

Helpdesk (confirmation page)

Should you have any issues with this, please email the ICT Helpdesk by using the following link: Email the Helpdesk