IT Helpdesk Guiding Information

Lutheran Education Queensland 

The IT Helpdesk is staffed from Monday to Wednesday, 8.00am to 4.00pm.  The QLECS IT Support Officer is available to assist with urgent requests on Thursday and Friday. 

To lodge an IT Helpdesk request, please click on the question mark in Microsoft 365 and choose “Please create a sysaid here”. 

Alternatively, you can quickly access this form from ERM.  Please contact the Admin/Compliance Officer for assistance in setting up your ERM Dashboard. 

Please ensure you use the following priority options available on the Sysaid form to indicate the urgency of your request.  

• Immediate
• Today
• Next 48 hours
• Next week

A priority of “Immediate” indicates that assistance is required in order to allow you to keep working on priority tasks.  Examples of these requests include:

    –  Your computer will not turn on after several attempts

    –  Request for a “checked out” file to be “checked in” to allow you to work on it as a matter of priority.

    –  You have lost access to the network and you have been unable to resolve this through the usual measures.

If you note your request as “Immediate”, it will receive priority attention. Please only use this priority setting if necessary.

A priority of “Today” indicates that assistance is required as soon as possible; however, you can keep working in the short term. Examples of these requests include:

  –  Request for a “checked out” file to be “checked in” to allow you to work on it in the coming hours

  –  A change to a group email

  –  You have lost access to the printer

It is expected that these requests will be responded to within 2-4 hours.

A priority of “Next 48 Hours” generally refers to issues which are important within the next day or two. Examples of these requests include:

–     Creation of new forms or folders within the network drives

A priority of “This Week” generally refers to issues which are important within the next few days. Examples of these requests include:

  –  New Staff setup

  –  Testing of new software

  –  Investigation in improvements in operations

Response Times (‘response’ implies starting to attend to job). As there is only a team of one on the helpdesk and that person is also responsible for general building and deployment of devices, times may vary slightly. Generally, a request marked as Immediate will be attended to as soon as the officer is made aware of the issue. 

Every attempt will be made to keep the user informed of progress after the initial confirmation email by adding in comments in the original request which the user should also receive automatically via email. Depending on volume and severity of jobs, commenting may occur later than usual as focus on solving the issue may become the sole priority.

Please remember that the I.T. helpdesk is providing support for work related issues only and the work cannot be hindered by reasons to do with personal (not professional) use of computers and related equipment e.g. If at any time a mobile or computing device is required to be reset, personal use considerations cannot hinder the process.

We will also endeavour to continue to show you some self-help strategies for basic troubleshooting or identifying issues which a lot of us in the building are reasonably good at due to our multiple flexible work environments e.g. office, car, home, school, church, airport, park, café, etc.