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Helpdesk Self-Service Portal Guide

Introduction:

 

This guide will help you, as an Adelanto Elementary School District employee, log into the Technology Services department Helpdesk self-service portal, and successfully place a request for service, or report an issue.

 

Step 1: Log In

 

  1. To log in, launch your browser program of choice. (Google Chrome, Microsoft Edge, and Mozilla Firefox are all known to work.)

  2. Navigate to http://help.aesd.net, or http://helpdesk.aesd.net.

  3. You will see the following menu:

  4. Fill out the Username field with your “firstname_lastname” like your email address, but without “@aesd.net” following your name.

  5. Use the same Password you would use to log in to your district-issued computer, or district email account.

  6. Make sure the last box has “AESD.NET” selected.

  7. Press “Log in”

 

Step 2: The Self Service Portal

 

Upon successful login, you will be greeted with the Helpdesk Self-Service Portal. You’ll probably notice a number of different boxes on this page, so let’s review those.

 

  • The My Request Summary box shows the number of requests you currently have open with the Technology Services Department. Clicking on any of the numbers of this section will take you to a more detailed overview of your open requests.


  • The Announcements section contains announcements from the Technology Services department about technology issues affecting the whole District, or an entire school site.


  • The  Popular Solutions area shows “do it yourself” options for the most common technical problems. These are great to try if someone can’t get back to you right away.

 

Step 3: Placing a Request for Help

 

If you are having a technology related issue, you may place a request for assistance by clicking the orange Report an Issue button near the top of the Self-Service Portal.

 

 

This will take you to the Incident Catalog. The categories here will help your issue get directed to the appropriate person within the Technology Services Department. Click on a category that best encompasses your issue. (Please note that you can also use the search bar at the top to attempt searching for the type of issue you are having.)

 

 

After choosing a category, please select the option that best describes your issue.

 

 

You will then be asked to fill out a template in order to submit your request. Please enter a detailed description of your issue, make sure all other fields are accurate, and then press submit. Note that not all fields will be filled in, so check over everything to make sure all details are as accurate as possible. This will help us in resolving your issue as quickly as possible.

 

 

You may then hit Add Request and your issue will be submitted to our Helpdesk technicians, who will get back to you as quickly as possible.

 

Step 4: Other Ways to Get Help

 

There are two other ways to get help. From anywhere within the Self-Service Portal, you may use the Live Chat tab to talk with a Helpdesk technician. Simply click the button to bring up a chat menu.

 

From the main page of the Self Service portal, you can browse the entire Solutions database, which will have options you can try yourself to resolve common issues. You can view the solutions database by clicking the grey View Solutions button.

 

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