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admin:helpdesk [2018/04/27 08:58]
laakkone [How to make good service request]
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-====== How to get help for computer related problems ====== 
  
-Remember that sometimes you get help faster from your co-workers and supervisor than faculty admin or university helpdesk. Specially if problem is related to specific software combination used only in your project. ​ 
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-===== University helpdesk ===== 
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-University helpdesk is open at 8.00-15.45 from mondays to thursday and 8.00-15 at friday. You can contact them with many ways: 
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-  * **Using email:** helpdesk@lut.fi 
-  * **By Phone:** 0294462580 (short number 62580) ​ 
-  * **Through web form at address:** https://​forms.lut.fi/​helpdesk/​helpdesk_lomake.aspx 
-  * **Room:** Visiting Origo helpdesk service point at university library 
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-==== When to use university helpdesk? ==== 
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-  * All problems related to windows based computer classes 
-  * All os and general office software problems related to windows based workstations (including all microsoft products ex. visual studio, project and visio) 
-  * All printing problems except things related to linux printing (even users of personal printers can make printing cartridge orders from helpdesk) 
-  * All problems related to university IT services ex. email, university home directories and so on 
-  * All problems related to university provided web applications ex. rondo, large list of university web services is located here https://​intranet.lut.fi/​resources/​tyov%C3%A4lineet/​Pages/​Default.aspx 
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-===== Faculty admins ===== 
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-Ilmari Laakkonen is faculty admin at moment. 
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-==== When to contact faculty admin? ==== 
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-  * All problems related linux class, pentinkulma,​ room 6325 
-  * All special software installation problems with windows systems, which university computer center does not want to do or can't do... 
-  * Printing problems and configuration for linux systems 
-  * Printing problems and configuration for Apple MacOS systems 
-  * All problems related to departmental servers 
-  * All problems related to department provided web applications ex. own web, fileshare, subversion, wiki services 
-  * Departmental,​ laboratory or project purchases 
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-==== How to contact Ilmari Laakkonen ==== 
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-  * **email:** ilmari.laakkonen@lut.fi address is default way to contact ilmari 
-  * **mobile phone:** +358 40 822 4562 , if you need help fast, use phone. 
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-===== How to make good service request ===== 
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-Describe your problem well, put following information to your requests (bonus info only if it's needed to solve problem): 
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-  * Your full name 
-  * Clear description of your problem including error messages if you get one. 
-  * Location of problem (room number, computer name, printer name, server and resource name and/or web address) 
-  * Time when problem appears first time, is it repeatable? How? 
-  * Priority for request, please mark your request to top priority only when really needed. Deadline for solving problem? 
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-some bonus information to speed up problem solving: 
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-  * OS type if you think problem is some way related to os. 
-  * Web browser type and version if you have problem with web services. 
-  * Account name if you have problem with logins, email account or home directories. 
-  * Have you rebooted your system and problem is still there? 
-  * When you (or your computer) are available for checking and repairing if needed? 
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-===== Be polite ===== 
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-Nice people get better service than badly behaving jerks, this works almost anywhere and anytime, not only with helpdesks.