An Overview of Help Desks
What is a help desk? A Help Desk is a centralized resource for users (like you) to ask questions of experts. For instance, you may use a help desk when your internet doesn’t work, or if your Chromebook is not functioning as expected.
Every help desk is a little different, so it’s important to understand what the help desk you are using does and what it doesn’t do. For example, if you purchase a TV at a general store, the store’s help desk won’t be able to help you set the TV up, but they may be able to help you process a refund if the TV is returned.
When you want to get help from a help desk, the first place to visit is the knowledge base. The knowledge base is a collection of articles that the help desk team thinks you may find useful. Think of this like Google for the help desk. Often, the knowledge base will have the answer to your basic problems. For example, how to reset your password or log in to your account. This collection is usually available online, so that you don’t have to wait for help.
If the Knowledge Base doesn’t have the answer, you can reach out to the help desk. Most places will allow you to do this online by filling out a form. You include your problem, email and/or phone number, and some basic information. Then, the help desk team will get back to you with an answer as soon as possible, using your preferred contact method.
Help Desks often have a phone line so you have the option to speak to someone if the need arises. Help Desks staff many different agents with many different skill sets to ensure that most questions can be answered quickly and effectively. However, there is a chance that the person who answers your call will not be able to answer your question immediately. Not to worry! They will either send you immediately to someone who can help or they will research your problem and get back to you as soon as they can.
When you ask for help from a help desk, they create a record of your request. This is called a ticket. This ticket is kind of like a virtual post-it note with all of the important information about what you need. It has your problem, any conversations you’ve had about the problem, who has helped you, and the final solution. That way, no matter who you talk to at the help desk, they should be able to see at a glance what has already been done.
A Help Desk is a great tool when you need support with a problem. Make sure you know what your help desk can and cannot help with. Start with the knowledge base, and if that doesn’t help, submit a ticket or call the helpline. For more information, please visit https://helpdesk.lpssonline.com.
LPSS Help Desk
The LPSS Help Desk is available online at https://helpdesk.lpssonline.com or you can call 337-273-0755 between 7 AM and 7 PM on school days.
During school hours, our help desk is managed largely by tech coaches from the various LPSS schools, especially middle and high school tech coaches. They were asked to support this effort because they are more familiar with the technology problems students face on a daily basis. We are incredibly grateful for their support and this extra role they have taken on. To supplement them, we have community volunteers who will man the help desk from 4-7 PM on school days, and may support during high need times during the fall semester. This team is managed by a Student Success Technology Manager.
When you have a question for our team, we have some guidelines on how the question will get answered. Our help desk agents will be able to help with the basic problems you are likely to face- they can help with resetting your Google password, walking you through the basic troubleshooting for your Chromebook or internet. Most other requests will need to be passed to a specialist. For example, all LOA students with a question about Edgenuity will be directed to their LOA facilitator. Software-specific questions may need to be sent to a specific LPSS member with expertise in the area. Internet service questions will be directed to the internet service provider’s support desk.
For more information, visit https://helpdesk.lpssonline.com.
Getting Help from Our Help Desk
When you have a problem, your first stop should be the Help Desk website at https://helpdesk.lpssonline.com. There, you can look through our knowledge base for answers to your questions without having to call or wait for an email.
You can access the Knowledge Articles by clicking the Knowledge Articles link at the top, or the Find Answers button in the middle. You can also view popular articles at the bottom of the page. Use the “Search knowledge articles” bar at the top of the page to search for the answers you are looking for. The help desk will propose solutions to your query as you type. You can select one of those, or press enter on your keyboard to see all of the possible results.
If the knowledge base doesn’t have the answer to your question, or you have tried the steps the articles suggested, you may need to reach out to our team directly. From the home page, click the left button “Request Help”. Here, you will be asked to fill out a form to help us figure out your problem. Type your problem in the first box- this will bring up some of the articles in the knowledge base. Make sure you didn’t miss the correct answer. In the next box, enter your Lafayette Parish School System email address. If you do not have an account with the Help Desk, you will be asked to fill in your name as well. This account is NOT currently tied to Clever. Make sure you keep track of your password if you choose to create an account. If you are filling this form out on behalf of someone else, you can also include your email address by selecting “Other” for the question “Emails about this help request should be sent to…”. Continue to answer the questions on the form. If you would prefer for us to call you, please leave your phone number. Your call will be returned during Help Desk hours, so make sure your phone isn’t on in class! Once you submit your ticket, you will get an automated email letting you know that we have received your ticket. We will get back to you as soon as we can.
If your problem can’t wait, and it’s between 7 AM - 7 PM on a school day, you can call the help desk directly at 337-273-0755. You will need the name and LPSS email address of the student or teacher needing support, as well as their grade and school. One of our agents will be happy to assist you.
For more information, please visit https://helpdesk.lpssonline.com.