1. Purpose

This manual provides comprehensive work instructions for end-users and ICT personnel on how to use the DepED SDO Dasmariñas Helpdesk Information System (HESK) to submit, manage, and resolve ICT-related concerns efficiently. It supports the implementation of the ICT Quality Control Plan under DepED's ONE QMS.

2. Scope

This instruction applies to all personnel of DepED SDO Dasmariñas including teaching, non-teaching, school-based ICT coordinators, and division office staff. It also applies to ICT personnel managing the helpdesk system.

3. Definition of Terms

• HESK - Help Desk Software used by DepED SDO Dasmariñas for ICT support
• Ticket - A documented request, issue, or concern submitted through the helpdesk
• End-User - Any staff or personnel submitting a support ticket
• ICT Personnel - Division Office staff responsible for resolving ICT-related concerns
• QMS - Quality Management System aligned with ISO 9001 standards       

4. Roles and Responsibilities

•  End-User - Submits, updates, and monitors their tickets
• ICT Staff - Reviews, resolves, updates, and closes tickets; maintains communication with end-users
• ICT Unit Head - Oversees ticket handling, escalations, and ensures service compliance

5. Procedure Flow

Basic Ticket Handling Workflow:
1. User submits ticket.
2. Ticket enters system (status: New).
3. ICT staff reviews, responds, and sets status (e.g., In Progress).
4. Ticket is resolved and marked Resolved/Closed.
5. User may provide feedback.

6. Work Instructions

6.1 For End-Users

Step 1: Accessing the Helpdesk
- Open browser and go to: https://support.depeddasma.edu.ph
- Select "Submit a Ticket" or "View Existing Tickets"

Step 2: Submitting a Ticket
- Click "Submit a Ticket"
- Fill out the form:
  - Name
  - Email (preferably official DepED email)
  - Category/Department (e.g., Computer, Network, Printer)
  - Priority (Low to Critical)
  - Subject and Message (Include clear details, screenshots, or error messages)
- Click "Submit"
- A confirmation message and ticket number will be displayed.

Step 3: Tracking and Updating a Ticket
- Click "View Existing Tickets"
- Enter your email and ticket number
- Check ticket status: New, In Progress, On Hold, Resolved
- Add replies or attachments as needed

Step 4: Closing a Ticket
- Once resolved, the user may close the ticket or confirm resolution