Duneland Schools - Service Desk

The purpose of this document is to give direction to staff for the most common scenarios regarding student device loan or replacement. 

Student reports a device with no power 

Students reporting that their device doesn’t have power 

    • Students with this issue will report it to their current teacher 

    • At the discretion of the teacher, power bricks, cables, or a loaner device may be provided to the student. 

          o This may require the student to move their seating location 

Student reports a broken Device 

Students reporting a physically broken/damaged device 

     • Students with this issue will report to a staff member 

     • Staff member will gather the following information and create a FreshService ticket (https://duneland.freshservice.com/support/home) 

     • Please use the subject line “Damaged Student Device” 

     • Please enter the Device serial number -OR- AV Number in the “AV Number” field 

          o iPads – Serial number/ AV number can be found behind the “kickstand” of the case on the label attached 

          o Windows Laptops/Chromebooks – Serial number/ AV number can be found on the bottom of the device 

     • In the “Description” of the ticket please enter: 

          o Student Name 

          o Student Other ID Number 

          o Homeroom teacher (K-4 only) 

          o Details on the incident causing the issue 

               § If there is a discipline issue reported, the staff member will follow the appropriate disciplinary procedure 

     • Once the FreshService ticket has been created students will then report to the media center to have a new device enrolled. 

     • DSC IT staff will update inventory records in accordance to the ticket and forward any fines or fees that are applicable to the building principal and treasurer. 

Student reports forgotten or lost device 

Students that report either a forgotten or lost device (any instance with potential that the student may recover the device) 

     • Students with this issue will report this to their classroom teacher 

          o Students in grades K-6 will report this to their homeroom teachers 

          o Students in grades 7-12 will report this to each teacher 

     • Students will be issued a loaner device by their homeroom teacher -OR- in each of their classrooms 

          o Teachers should have at least 2 general devices in each classroom for loan 

     • Per the Student Technology Portion of the handbook (https://sites.google.com/duneland.k12.in.us/dsc-student-technology/studenttechnology-handbook) loaner devices are NOT to go home with the student. It is the responsibility of the teacher to manage this resource in their classroom. 

     • Students that repeatedly forget or lose their device are subject to disciplinary referral and may be denied access to a loaner device. This is evaluated from a classroom management perspective as well as a disciplinary perspective