HELP DESK
PROCEDURES FOR SERVICE
1-866-766-7373

For Help:

Call: 1-866-766-7373

or

Send an Email: schoolnet@kcdc.ca

What is a Help Desk? A Help Desk is a generic name associated with end user support center. Increasingly, the Help Desk is seen as an integral part of the service function, responsible for bringing multiple resources to solve issues to the client's satisfaction.

Purpose: The Help Desk was established to provide information and technical assistance to First Nations SchoolNet users, specifically the schools that are serviced under the Regional Management Organization contracts. This region services Saskatchewan First Nations schools. The Help Desk has been strategically placed on the front line to offer a patient, concerned and informed ear to users. It is designed to be the first point of contact for all service issues. All calls are logged and pursued until resolution satisfaction is achieved. These services include computer repair, internet, email, and networking troubleshooting by qualified and certified technicians.

Services: SK FNS help desk provides general help desk services for internet connectivity related issues and support for software applications to all Saskatchewan First Nations SchoolNet participating schools.

When a help desk call is received a determination is made by KCDC's FNS help desk technician, based on weather the issue is determined to be connectivity related or Local area network (LAN)/ Application software related.

Connectivity related helpdesk calls:
The help desk technician calls the Internet Service Provider and reports connectivity issue. KCDC FNS help desk technician acts as go between Internet Service Provider and the school. The help desk technician will update school of progress and resolution of connectivity issue. KCDC FNS help desk technician will request a confirmation from school's technician and ISP to ensure connectivity issue has been resolved.

LAN/Application Software related helpdesk call:
KCDC's FNS Help Desk technician will provide remote assistance and/or training to resolve issue. If required, the FNS help desk technician will provide recommendations for a technical on-site visit. Some issues are resolvable over the phone, and some require an on site technical visits from a certified technician. Technical on site visit recommendations are based on schools location and type of technical service required.
On-site technical service costs are the responsibility of the school, however the contractor can access help desk services while servicing an FNS participating school.

FNS help desk services resolves the issue, provides training or refers client to a technical service contractor in their region, then provides technical support to the contractor while they are on-site. Once help desk issue is resolved the incident is closed.

If possible, the help desk technician will try to resolve the situation immediately over the phone, however, in some cases, the help desk technician may not have the resources available to solve the problem.

Remote Desktop for Help Desk

Hours of Operation: The Help Desk service will be open to clients from 8:30 a.m. to 5:00 p.m. (Central Standard time), Monday to Friday.