Technical Support Centre

Klaipėda State University of Applied Sciences operates the Technical Support Centre.

It is an online system for registering a problem or a work request. It can be used by college staff and other users who have a college account.

Two types of requests can be submitted:

• an IT request – when a computer, application, information system, access or similar does not work;
• an infrastructure request – when the issue relates to a building, room, furniture, doors, windows, outdoor area or similar.

The system was previously known as the IT Incident Reporting System. The current name is the Technical Support Centre.

This guide helps you:

• open the system;
• choose the correct request type;
• fill in and submit a form;
• add more information if you are asked to;
• view your requests and their status;
• understand which emails you will receive.

No technical knowledge is required. Follow the steps in order.

1. Open a web browser.
2. In the address bar, enter one of these links and press Enter:
   • http://gedimai.kvk.lt/
   • https://kvkedu.sharepoint.com/sites/gedimusistema
3. If you are asked to sign in, use your college Microsoft 365 account (work email and password).

Both links open the same system. After signing in, you should see the Technical Support Centre home screen.

The home screen usually shows four tiles:

• Infrastructure request – to register a new infrastructure problem or work request
• IT request – to register a new IT problem
• My registered requests (Infrastructure) – to view your earlier infrastructure requests
• My registered requests (IT) – to view your earlier IT requests

At the bottom of the same screen, ITC contacts by unit are shown (SVMF, TF, VF).

Before you click a tile, decide which group your situation belongs to.

Choose this tile if the issue relates to a building, room or facilities. For example:

• a door, lock or window does not work;
• furniture needs to be moved;
• there is a facilities problem in a room;
• another issue related to a building, room or outdoor area.

Choose this tile if the issue relates to computer equipment or information systems. For example:

• a computer will not start or freezes;
• a monitor, printer, projector, mouse or keyboard does not work;
• an application does not work or shows an error;
• there is a problem with Moodle, Microsoft 365, email or another IT system;
• you need help with access or an account.

Open the system using one of the links (see How to open the system) and sign in if asked.

On the home screen, click one of the tiles:

• Infrastructure request
• IT request

The request form will open.

Important:

• Fields marked with an asterisk (*) are required.
• Write clearly and specifically.
• The more detail you provide, the faster help can be given.
• In Attachments, upload photos of error messages or the visible problem.

• Object* – the building (object) where the problem is or where work is needed.
• Location* – office, classroom or other exact place (for example Room 101).
• Mobile phone number – optional, but useful for contact.
• Subject* – a short title (for example Office door will not close).
• Description* – what is wrong or what work is needed.
• Preferred completion date* – the date by which you would like it resolved.
• Attachments – photos or other files (recommended).

• Location* – office or classroom. If the problem is with a system (for example Moodle or Microsoft 365), you may enter None.
• Faculty or unit* – the faculty or unit related to the problem.
• Mobile phone number – optional, but recommended.
• Subject* – briefly what does not work (for example Printer in room 205 does not work).
• Description* – what does not work, what you see on screen, when it started and what you have already tried.
• Preferred completion date* – the date by which you would like it resolved.
• Attachments – a screenshot or other file (strongly recommended).

• Weaker: The computer does not work.
• Better: In room 205 the desktop computer will not start. The power light is on, but there is no image on the monitor. Noticed today at 9:00.

How to take a screenshot (Microsoft guide): copy the window or screen contents.

1. Check that all required fields (*) are filled in.
2. Click Submit at the bottom of the form.

Note. Your name and email address are usually filled in automatically from the signed-in account.

After a successful submission, you should receive a confirmation email in your college email.

If more details are needed to resolve your request, you will receive an email asking you to add information.

Do the following:

1. Open the email you received.
2. Click the link or button here in the email (or another link to the request).
3. In the Description field, enter the missing information.
4. Add attachments if needed.

After you successfully add information, you will usually receive a confirmation email.

1. Open the system home screen.
2. Click My registered requests (Infrastructure) or My registered requests (IT).

• New – the request has been received; it is being handled or is in the queue.
• Waiting for information – your additional information is needed.
• Completed – the work is marked as finished.

When the problem is resolved, you will usually receive an email with a comment about the solution.

In urgent cases, use the ITC contacts shown at the bottom of the home screen by unit (SVMF, TF, VF).

College contacts online: www.kvk.lt/en/contacts ITC unit: Information Technology Centre

Even if you call, it is still recommended to register the request in the system so there is a clear record of the report.