Psychiatry Help Desk

Contact Methods

The Nature of Technology-Related Issues

Centralization of workloads in the IT field yields greater efficiency. Behind the scenes, your request(s) land in shared queues, visible to multiple staff with varying levels of expertise and experience, which allows for better preparation, prioritization, and efficiency at working towards a solution. The ability to sort and review tickets also makes it possible for IT staff to recognize emerging patterns in order to have a solution ready before the issue impacts everybody. And since work can be passed seamlessly between coworkers (behind the scenes), progress can continuously be made in the the absence of a staff member without repeating past steps, owing to internal documentation tools. Therefore, starting a ticket, as cliche as it may sound, remains the best and optimal method of requesting assistance.

Methods of Contacting the Psychiatry Help Desk

The following list describes the benefits of each method and it should provide some direction. Please refrain from contacting individual team members through individual emails, Teams messages, or assigned phone numbers, as this limits the number of people who see your requests.

Each method listed below has specific benefits. Please consider these when trying to decide how to reach out for help as the number of on-site IT staff is limited. In general, you can expect a written response within two business days. Where applicable, please provide the PSY-Name of your computer (how to find that information is shown here).

  1. Visiting the SMPH Navigator: Open Navigator

    • Benefits: Serves as an all-in-one site to view, sort, and even share your requests with others (especially if a request relies on supervisor approval). Helps ensure your requests are not forgotten. Ensures multiple IT Staff see and review your issue.
    • What is helpful:
      • Having the person who is experiencing the issue submit their own ticket, including (scheduled) requests for A/V assistance.
      • Attaching screenshots of errors or dialogue boxes (with error codes).

  2. Emailing the Help Desk

    • Benefits: on-the-go requests, e.g., in conference rooms, or an issue crops up where you cannot access SMPH Navigator (easily).
    • What is helpful:
      • Having the person who is experiencing the issue send their own email, including (scheduled) requests for A/V assistance.
    • Note: Emails become tickets in SMPH Navigator.

  3. Walk-Ins

    • Best For: If you’re already out and about at WisPIC and would like to bring a non-urgent matter to our attention or have a general question.
    • Depending on the issue, Help Desk Staff may create a ticket afterwards.

  4. Calling:

    • Best For: Work-From-Home situations on your SMPH-managed device. Scheduling a time (via SMPH Portal) is strongly recommended.
    • Please keep in mind, due to staffing, it’s possible all staff are helping others on the premises. The combination of (1) a phone call and and (2) email will make your request more visible.