Libraries Help Desk -- Guide to Use

The Libraries Help Desk, developed by Digital Library Technologies, is a web-based program designed to assist in the reporting and resolution of non-emergency facilities and computer systems, servers, and services-related problems. You must have a library email account in order to use the help desk service.
https://work.libraries.psu.edu/helpdesk

Help Desk requests are monitored by DLT, Facilities and I-Tech. All requests are prioritized based on impact. Highest priority assignments goes to those issues that are emergencies, affect a wide-group of users, involve instructional labs, or have significant impact the user’s ability to work.

To expedite the resolution of your help desk request, make sure that your user profile is current. There is a button on the Help Desk screen to review and edit your profile.

In case of an emergency during typical work hours, you can call either Facilities (865-9551) or the Help Desk (863-0647), as appropriate. If you need immediate assistance during the evening or weekends, contact:

· Police Services – Security emergencies

· 911 – Safety or medical emergencies

How to submit a Help Desk request:

1. Go to https://work.libraries.psu.edu/helpdesk

2. Login using your library email account and password

3. Upon successful login, the Help Desk screen is displayed with a button for submitting a new request. This page will also display any outstanding requests you may have.

4. Hit the “Submit a New Request” button to display the New Helpdesk Request form with the following fields:

5. LIAS User ID: your user ID is automatically entered

6. Your Title for Problem: Enter several keywords describing the problem.

7. Location of Problem: Enter the physical location of the problem

8. Enter an explanation of the problem: Provide a clear description of the problem. For computer/technical problems include, as appropriate:

· What you were trying to do when problem occurred? What application? Web, MSWord, Excel?

· Specific library service, if applicable (i.e., The CAT, ProQuest, etc.)

· Text of the specific error message

· Description of all options used

9. Category of the Problem: Select IT Problem/Question or Facilities

10. IP Address: If your problem is computer-related, include the workstation or printer IP address in the IP area of the form

11. Also notify via email: If you wish others, in addition to yourself, to receive progress reports on the status of your help desk request, enter that person’s email address in this area. Multiple addresses should be separated by commas.

12. Send Progress Reports for this Request? Select Yes or No. Setting this option to YES tells the Help Desk to notify you via email each time the status of your request changes or a new action has been taken. If you do not wish to be notified then set the option to NO. The initial and final actions will always be emailed.

13. Click Submit HelpDesk Request. You will receive an email indicating that your request has been received and assigned with an identification number.

PLEASE NOTE: You can view your helpdesk requests at any time. In addition, you can update your requests by adding status and informational notes. You can also close any requests that no longer require attention.