The Joskos Service Desk

  1. How to contact the Joskos Service Desk
  2. What is the Client Portal?
  3. Your login details
  4. Logging in
  5. Using your Client Portal
    • 4.1. Overview
    • 4.2 Tickets - Logging a new call
    • 4.3 Tickets - Viewing an existing call
    • 4.4 Knowledge Base
    • 4.5 Reports
    • 4.6 Changes
  6. Updates and communication
  7. Glossary

1. How to contact the Joskos Service Desk

Please use your Client Portal as the first point of contact to log any ICT related support queries, calls and incidents.

Alternatively, you can email servicedesk@joskos.com to automatically log a service incident.

You are also welcome to call the Service Desk on 0845 37-000-38 should you need to speak to our team.

Contact details:


2.What is Client Portal?

Client Portal is a feature of our Service Desk which allows you as a Joskos client to:

  1. Log calls online – Your Client Portal enables you to go online and log a call for an issue that you’re experiencing with your network.
  2. Get real time updates - There are times when it will be more convenient for you to log on to get real time updates, and you can use your Client Portal for this. 

Client Portal is an alternative to phoning or emailing us, and you may find it more convenient.


3. Your login details:

 Here are your logon details which you will need to access our Service Desk and use your Client Portal:

 Link:  www.joskos-solutions.com/service-desk

Username: Provided in a secure email

Password: Provided in a secure email

You will be able to change your password once you are logged in, and we advise you to do this.


4. Logging in:

To access the Service Desk, simply enter your login details (as given in section 2 above).

Logging in


5. Using your Client Portal

5.1. Overview

Using your Client Portal

To use Self-Service, click on one of the 4 tabs across the top of the screen. These are:

 i. Tickets

(Any event which is not part of the standard operation of a service and which causes, or may cause, an interruption to, or a reduction in, the quality of service)

  ii. Projects

(Any recently initiated site projects in collaboration with Joskos)

  iii. Manage

(This will allow you to create a quick ticket)

  iv. Knowledge Base

(A centralised place where we store troubleshooting information, articles, white papers, user manuals, knowledge tags, or answers to frequently asked questions)

 v. Reports

(If you are a nominated contact you will also have this tab) 

Once you’re logged in, you’ll see a list of your open calls. (If you have no open calls, the ticket section will appear blank.)

From this screen you can either log a new call or see more details about an existing Incident. 


5.2. Tickets - Logging a new call

To log a new call click the ‘New Ticket’ link and fill in the details as required then click the ‘Save’ button to log the call.  A unique ticket number is raised every time that an incident is opened.

5.3. Tickets - View an existing call

To see more detail on an existing incident, just click on the Ticket Number link. Here you can also add an action to an existing incident.

View an existing call


5.4. Knowledge Base:

If you select the Knowledge Base tab, you’ll be able to search for articles that may be added within our service desk relating to any of your issues. 

Knowledge Base


5.5 Reports

If you are a nominated contact you will have access to the reporting area. Here you can produce Ticket reports for a particular period with required information.

Reports


5.6 Changes

You can log a change request in the same way you would log a Ticket, simply stating that this is a Change request.

If you would like information about a new product or service for your school, please give us some details and we’ll be happy to get back to you with more information and a quotation to supply the new product or service. 


6. Updates and communication

The service desk produces detailed emails to those involved on every action that is created or edited. This helps to ensure that everyone is up to date on the current state of an incident, problem or change request.

The email generated should appear in your inbox and look something like the following (sometimes it’s good to check your Junk e-mail folder just in case):

Updates and communication

7. Glossary

Incident management

Any event which is not part of the standard operation of a service and which causes, or may cause, an interruption to, or a reduction in, the quality of service

Change Management

Change management processes are used when one or more configuration Items (CI) needs to be replaced. Changes are tracked in Self Service.

CMDB

Configuration Management database

CI

Configuration Items (Mostly Hardware)

Tasks

Tasks are outstanding actions from assigned users either from Joskos or the customer

Knowledge base

A centralised place where we store troubleshooting information, articles, white papers, user manuals, knowledge tags, or answers to frequently asked questions

Self service

A customer interface for logging and receiving updates on open support calls