Quick Start Guide

📘 Quick Start Guide – St. Dominic’s TechDesk (Freshservice)

This guide will help staff navigate St. Dominic’s TechDesk portal, submit tickets, and manage service requests efficiently.

1️⃣ Accessing the Portal

• Go to: https://techdesk.sdfs.org
• Sign in using your St. Dominic’s username and password.
• Once logged in, you’ll see the home screen with options to create tickets, browse FAQs, and view requests.

2️⃣ Submitting a Support Ticket

1. Click ‘New Ticket’ or ‘Report an Issue’.
2. Choose the appropriate category (e.g., Hardware, Software, Email).
3. Add a short subject line and description.
4. Attach screenshots if needed.
5. Click Submit.

3️⃣ Checking Ticket Status

• Go to ‘My Tickets’ on the portal.
• Review ticket progress (Open, In Progress, Waiting on You, Resolved).
• You can add comments or reply to the technician directly.

4️⃣ Requesting Services

• Visit the ‘Service Catalog’ section.
• Select the service (e.g., Request New Equipment, Password Reset).
• Fill in required details and submit.
• Requests requiring approval will notify your manager.

5️⃣ Using the Knowledge Base

• Click ‘Solutions’ from the portal menu.
• Search for help articles on common issues.
• If you can’t find a solution, open a new ticket.

6️⃣ Contacting IT Support

• Call extension 214 or email itsupport@sdfs.org
• Support hours: Monday–Friday, 8 AM – 5 PM