St. Lawrence-Lewis BOCES - Building Futures ~ Creating Meaningful Lives
 

St. Lawrence-Lewis BOCES Help Desk

Download Help Desk Instructions

 

The IT department has launched a new help desk for the BOCES & component districts to use.  This new help desk will expand the IT staff’s capabilities to not only track technical issues, but also troubleshoot them live and remotely. 

Using the Help Desk

·        To go to the help desk, you can either:

o   Go to http://helpdesk.sllboces.org in a web browser, or;

o   Double click on the “Help Desk” icon that has been placed on your desktop.

·        You have the choice here to either:

o   Click on the register button to register for a help desk account;

o   Login on the right side of the page;

o   Click on the Submit a Ticket button;

o   Or, click on the Live Support button for help through a live chat. 

Help Desk Registration

To use the help desk, you can setup an account prior to submitting a help desk ticket; although it is not necessary to register.  After submitting your first help desk ticket, an account will be created for you.

To register, click on the “Register” button, which will take you to a form to fill out.  Fill out your name, email address, password and the verification image, and you’ll have an account created for you.  An email will be sent to you with your registration information, as well as a validation link that you must click on to validate your account.

Creating your account will allow you to manage help desk tickets that you have submitted that are both open & closed.  You can also manage your contact information that can be used on future tickets too.

Login

There is a login box in the top right corner of the help desk page.  This can be used if you have already registered.  Logging in, you will see your tickets, contact information, ability to manage your preferences & your password.

This information will help make your experience easier using the help desk, as well as more informative to our technicians.

Submit a Ticket

When you submit a ticket, you will first be asked to select a department, which will be the building you’re in.  If your building is not listed, select SLL BOCES. 

You will then be asked to fill in some information about you, your contact information & also information about the issue.  Once that form has been filled out, submit it and a ticket will be created.  You will receive an email letting you know that we have received it, along with a ticket ID # for your reference.

Live Chat/Support

The help desk now has the option to chat live with a technician.  You can initiate a chat by clicking on the Live Support icon, as seen above.  You’ll then fill in your information and what your question is, and then start the chat.  Your chat will then start shortly after once the technician accepts it.

If a technician isn’t available, it will allow you to submit a message, which will be turned into a help desk ticket, and addressed once a technician does become available.

During your help desk session, you will not only be able to chat with a technician, but they’ll also be able to send you links, files and images through the chat.  They also can initiate our remote support called OnSite.  The technician will help walk you through installing the OnSite client.  Once connected, the technician will be able to control your computer, and help resolve the issue.

Submitting A Ticket Via Email

You can also submit your help desk tickets via email.  To create your ticket, send an email to one of the following addresses based on your district:

SLL BOCES helpdesk@sllboces.org
Hermon DeKalb helpdesk@hdcsk12.org
Morristown (IT) help@mcsk12.org
Morristown (Maintenance) maintenance@mcsk12.org
Edwards-Knox helpdesk@ekcsk12.org
Hammond helpdesk@hammondk12.org

A ticket will then be created, and an email will be sent to you with your ticket ID # for your reference. 

Contacting the Help Desk

If you need to call the help desk, you can reach us at 315-386-4504 x10101.

40 West Main Street, Canton, NY 13617 - Phone: 315-386-4504 - Fax: 315-386-3395
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