Short version: always send jobs to support@nbc.vic.edu.au. That lands them on the helpdesk where the whole team can see them, instead of in one technician's inbox where they can stall.
Where to send it
Email support@nbc.vic.edu.au, or use the support portal if you prefer. Please avoid emailing or catching a technician directly for jobs: we genuinely don't mind a chat, but a job that isn't on the helpdesk is a job that can be forgotten when that person is off-site or on leave.
What to include
The difference between a same-day fix and a week of back-and-forth is usually the first email. Include:
- Who is affected: the student's name and CASES code, or the staff member's name
- Where: campus and room
- What: what's broken, what you expected, and any error message word for word
- When: when it started, and any deadline we should know about (report day, excursion, exam)
- A photo if it's physical damage or an on-screen error
One issue per ticket works best. Two problems in one email means one of them inevitably gets lost.
What happens next
The ticket lands with the technician team, gets prioritised, and you'll get updates by email as it moves. Reply on the same email thread to add information, since replies attach straight to the ticket.
Thanks for helping us help you faster!