Information Technology

Information Technology

Information Technology is committed to providing reliable and secure services, inventive resolutions, and excellent support to the YMCA of the Fox Cities. Our commitment is to enrich the experiences of staff and members on a daily basis.

We are committed to the adoption of best practices that help to ensure our efforts are mature, and effectively and efficiently delivering IT services to the YMCA of the Fox Cities. Further, not only do we plan to track our maturity in these areas, but we also benchmark ourselves against our peers in the non-profit sector.

One Association, One Team

Transparency and inclusion in decision-making, planning, budgeting and day-to-day operations- run throughout the Office of Information Technology work. The organization comprises multiple teams that collaborate to provide services in three functional areas:

• Enterprise Systems
• Information Security
• IT Customer Service

Help! If you need assistance we are one e-mail away.

Email is one of the easiest ways for staff to reach us, so we recently enabled the ability to create a service request via email. You can now use the support email address it@ymcafoxcities.org to create technology service requests by entering the issue you are facing in the subject line and a detailed description of the issue in the body of the email

When you email a support query, a service request will be created in our IT portal and you will receive an automated response that we received your service request. You can update the request by replying to the automated response or the response of a technician that is assigned to your request.

When should you create a service request?
You should create a service request when you...

• Can't do what you normally do with computing, networking, printing or phone services.
• Need general information about anything to do with computing, networking, printing or phone services.
• Want to inquire about other IT services.

Writing a Good Service Request

“I emailed the help desk and they won’t get back to me!!!!” – Jon

“I left a voice mail, but the help desk never gets back to me..” – Jane

The Help Desk supports you and your day-to-day work. Whether your report isn’t printing, you can’t log-on to your computer, or your laptop won’t connect to the projector – we’re here to help.

We’re here to help and there are a lot of help requests. Here are some tips to help us help you faster.

Use wording in the subject of your email or the summary of the web form that states what the specific problem is and what you are seeing. Try using something like this:

Cannot log in to computer. Says account is locked

Instead of this: Help, computer problem???

When the help desk team looks at the first ticket they can immediately route it to someone who can assist with a login or account issue. The second line requires us to open the ticket and read the details.

Examples of descriptive summaries:

• Phone is not working in conference room A. Cannot log in to my computer located in the membership office. I cannot access Jane’s calendar today. It worked yesterday. Website X is loading very slowly. Others seem to work.

Put Details in the Details Section

In the body of the email (or the details section of the web form) put all the relevant details to the problem such as the room the problem is occurring in, the specific computer, printer, desk, projector etc. and the time that the problem occurs. Anything you may know that is relevant will help our team get to this faster. Try to include

• What you were doing when the problem happened?
• When was the last time this worked (if ever)?
• Does this happen every time you do X?
• The specific computer or telephone.
• When did you first notice this?
• What was supposed to happen, but didn’t?

It’s a good idea to include your contact information such as your email or a phone number we can reach you at. Having the information ready makes it easier for the help desk team to contact you.

Follow Up

“My ticket has been open for three days and no one has contacted me yet.”

We do our best to answer tickets as they come in. Sometimes we are faster than others. Often times we try to contact the ticket creator by email or voicemail and wait to hear back about a clarification. A good way to follow up on your ticket is to log in to the IT portal and update your ticket. You can also reply to the automated response that you received when you created the service request. Creating a new help desk ticket requesting an update to another help desk ticket will take extra time for the team member looking up the information.

Quick Links

Office 365(E-Mail, OneDrive and Office Online): portal.office.com