1. Gold Help bubble on the bottom right of the Portal (or anywhere else you encounter it on AMHS websites). This will link you to our help resources with articles that best answer your question. We will be continually monitoring the search queries and updating with articles that respond to common questions that are asked.
2. Chat during the school day (7:30AM - 3:00PM). After doing a search on the gold help bubble, you can start a chat with IT support. We will do our best to be online and respond to all incoming chats as quickly as possible (usually within a few seconds). Sometimes we may direct you to help articles that answer your question, work with you to solve the issue directly, create an appointment to bring in your device for further troubleshooting, or we may need to do a little work and research to fix the problem. We will document every chat and followup with any next steps as needed.
Note: In the case where no one is available for chat (after hours or during a meeting/event), the chat option will turn into Leave a message. This is a good option if you just need to provide a simple message with no other details. This will create a support request which we will respond to within a few hours.
3. Call the IT help desk number (408-342-HELP) during the school day (7:30AM - 3:00PM). This will immediately notify all IT support personnel that are currently available and we should pickup in less than 30 seconds. As we are talking we may be taking notes on a ticket that will include the recording of the phone call that you and all of IT can reference in the future. After hours and during a meeting/event there may not be anyone to answer the phone. In that case you will be able to leave a message which will again create a ticket that we will respond to within a few hours.
4. Submit a request from the help desk interface. The help desk provides a customized experience that will allow you to provide more details on a request and/or choose the specific type of request. Once you sign in to the help desk site (using the same OneLogin credentials used on other Mitty logins) you will also see a history of tickets which allows you to easily update any of them. Finally, the help articles available after signing in will be more tailored to the signed in user and will be a great tool for locating specific help materials.
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