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Local District 8 Homepage > Service Desk Information for School and Office Technology Repair

LAUSD Service Desk
The LAUSD Technology Service Desk has undergone significant upgrading in incident reporting, response time, quality assurance, and staff training.
Schools and offices can utilize the Service Desk efficiently by establishing standard procedure to submit trouble calls.

Each site should determine its method of contacting the Service Desk. It is suggested the site should:

  • identify two persons for small campuses and three for large campuses that would share hardcopies of Service Desk submissions.
  • share repair information at three places: One, to share and post hardcopies of incidents for all staff to see. Two, the point of entry at the school's front desk as a place to post details of pending repairs. Three, on the equipment to be repaired.
  • write the Incident Management (IM) number on the hardcopies large enough so they can be seen from a distance.
  • provide a policy for access - such as unlocking doors - to get to equipment during school and office hours. Often repair persons are locked out of an area because no one has a key.
  • label the piece of equipment with a hardcopy of the incident information.
  • include as much information when reporting the incident. This helps determine a course of action by the Service Desk, reducing labor, and the need to return to the site. Report conditions and what was done. Stating a repair solution sometimes can be counterproductive.
  • use the WebForm/e-mail method as a preferred means of contact.
  • ask for updates done for the Operating System, Microsoft Office, and Anti-Virus software on all computer repairs.
  • ask for an update on Adobe Reader or the latest version be installed.
  • request anti-spyware be installed, updated, and used on all repair requests.
  • resubmit a repair request including the Incident number is not satisfied with the results.

 

Service Desk - Phone access
231.241.5200
Phone option information
http://techsupport.lausd.net/phone_list.htm

Service Desk - WebForm
http://techsupport.lausd.net/webform.htm
This method preserves all comments and details of the incident in a return e-mail confirmation to the submitting person.

Service Desk - Fax
Download file here

ITD Tech Support Page
http://techsupport.lausd.net/

Note 1: Use the support provided by ITD and its contracted companies to your advantage. Your site technology personnel - paid or unpaid - should only do a quick triage on devices needing repairs lasting between 1-10 minutes. Provide details to ITD to reduce the downtime or need for a repeat visit. Think of ITD Service Desk as a repair resource that provides an extensive service at no cost to your school!

Note 2: If your school network is slow, you can contact the Service Desk and request a remote scan of the school network. This scan can determine the stress/load on the site's T1 and identify the computers or other equipment that is creating a lot of traffic on the network. Many computers that do not have their operating systems and virus definitions updated are infected and often overwhelm the network. Other problems can be identified such as an unauthorized router/switch or wireless router/switch creating wrong addresses for computers. Sometimeor wires plugged into network with both ends - this often happens after floorcleaning or roving.
A network can be working fine then computer that has not been used for months/years is started, gets or was infected, and slows or stalls the network.

Note 3: You can do your own network speed test (school and home) using a remote site here.
http://reviews.cnet.com/7004-7254_7-0.html?tag=tm

Note 4: ITD wants feedback on response time and quality. Include Incident Management (IM) number and submit a webform or call. See contact information above.

Note 5: Review the Update page here.
http://www.lausd.k12.ca.us/District_8/news/virus_updates.htm

Note 6: You can use a free remote Norton/Symantec webbased online security checker here.
http://security.symantec.com/sscv6/default.asp?productid=symhome&langid=ie&venid=sym

Note 7: Some computer viruses and worms change Norton/Symantec settings to appear the computer is safe and up to date.)

Note 8: Apple Cube Random Restart problem, it turns out it may be the LCD Display which seems to have a soft switch on the monitor that is triggered by RF interference from Motorola walkie talkies here at schools and offices.

Note 9: March 2005, new Gateways are noted to have problems with some District software.

 

 

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