Our Vision

The I.T. Help Desk will be recognized as the first point of contact for employees of the School District of Philadelphia and partners to provide support by leveraging technology, expert knowledge, teamwork, professionalism and the commitment to excellence.

Our Mission

The I.T. Help Desk will provide a single contact point for all users of the School District of Philadelphia’s computing services to direct questions and report problems regarding supported software and hardware. In response, the I.T. Help Desk will resolve the issue and attempt to help the user maximize their use of applications or equipment, or distribute the call to the appropriate staff. The I.T. Help Desk will assist in the notification of trends and situations to allow the School District of Philadelphia to maintain high levels of service to the user community.

The I.T. Help Desk is to provide all users (Administrators, faculty, partners and consultants) with a single, helpful, first point of contact with the Information Technology Department. The I.T. Help Desk will provide access, navigational and technical support services to the user community over the telephone, by faxes received and via email. The I.T. Help Desk covers a wide variety of activities including:

• To provide a helpful and friendly first point of contact for the School District of Philadelphia.
• To provide basic support for computing services.
• To provide the necessary online forms to request equipment, repairs, and network account changes.
• To provide online FAQs and contact information to empower users to self-troubleshoot.
• To serve as a liaison with the field support team to facilitate equipment delivery and repair services.
• To coordinate the escalation of technical support issues as warranted
• To provide of accessing communications on system outages online