HelpDesk Knowledge Base Basics

Created by Joe Stillman, Modified on Thu, 18 Aug, 2022 at 4:57 PM by Joe Stillman

Wycliffe USA

v20220818.JS

Purpose and Scope

The purpose of this document is to walk you through how to access the Wycliffe USA HelpDesk (or HelpDesk for short) Knowledge Base in order to browse or search for self-help articles.

The Knowledge Base will continue to grow over time, with new articles being added as they are completed.

Not every issue will have a Knowledge Base article written for it, as many are basic issues you may find while searching Google. The Knowledge Base will contain mainly issues related to Wycliffe USA specific systems, and less so for more generic computer issues.

Accessing and Browsing the Knowledge Base

Navigate to the Wycliffe HelpDesk

CLICK HERE to navigate to the HelpDesk.
- https://helpdesk.wycliffe.org/
You will be greeted with the following landing page in the screenshot below.

Basic knowledge base articles will be available to all without the need to log in. These are limited to generic help on how to use the Wycliffe HelpDesk system and getting logged into various Wycliffe systems.

To view the full Knowledge Base Basics, Click on the Solutions menu at the top of the page.

If you are in need of more specific or specialized help for Wycliffe related systems, you will need to log in to the HelpDesk in order to see more in depth articles.

Once you log in and click on the Solutions menu, you will notice more articles that were not there before.

These are more in depth articles, often with more internal information in them.

Searching the Knowledge Base

The HelpDesk offers a robust search function for the Knowledge Base. It can search article titles and subjects as well as related keywords. The search function will grow with the Knowledge Base as more articles are added over time.

If you are on the main HelpDesk landing page, you will see a big “How can we help you today?” search box.

Start typing in words related to your question or issue to see if there are any self help articles available.

If you are already on the Knowledge Base Solutions screen, look for the “Enter your search term here” box in the upper left corner of the screen.

Start typing in words related to your question or issue to see if there are any self help articles available.

Once you have found the article you are looking for, click on the article title to view it.
If no articles are found while using the search feature, then there are no articles currently available.

Request New Knowledge Base Articles

If there are IT related issues or processes that you would like to see in the Knowledge Base, please contact the Wycliffe HelpDesk. We will discuss your issue or process with you to see if it is something we can create a Knowledge Base article from.

These articles are linkable so they may be shared with others on your team, new hires onboarding and remote staff around the world via email, chat or other means.

For more articles on using the Wycliffe HelpDesk, you may read the following articles:

For further information or if you have any questions, please contact the Wycliffe HelpDesk.