What is the IT Support Tool?

What is the IT Support Tool?

Aimed at:  Edinburgh Napier’s staff

If you log on to any staff or student computer within Edinburgh Napier University you will see an IT Support Tool icon on the desktop:

You can use the IT Support Tool to:

• Find information about the computer you are working on. 
• Submit support queries, files and desktop screenshots directly to the IS Service Desk from computers within the University. 
• It also enables users with roaming profiles (primarily students) to clean up their roaming profile and reduce its size.

To use the IT Support Tool:

• Double click on the IT Support Tool icon, the home screen will appear:

To request IT Support via the IT Support Tool:

• Click Request IT Support Now and click on the Submit Support Request button, the following screen will appear:

• Enter your description (must be at least 10 characters) and click Next.  The following screen will appear:

• Click on Take Screenshot to attach a screenshot of your desktop.  You will see a preview of the screenshot which you can choose to Attach or Discard, click Next. The following screen will appear:

•  Click Attach File(s) to follow the on screen instructions to attach a file, click Next:
• Click Submit Details... and you’ll receive a “Support Request Sent Successfully” confirmation message.

For further information contact the IS Service Desk.