Frequently Asked Questions
Who is Shartega Systems?
Shartega is your IT Department. Shartega is here to manage all things related to “your computers.” Shartega is also your Helpdesk.
What does Shartega actually mean?
Yep, we get that one a lot! Good question, no one really knows…it’s catchy though, isn't it?!
How do I contact Shartega?
Contacting Shartega is easy! Go to our support page for instructions on how to phone, email, or submit a ticket via our secure online Helpdesk portal. Click here to go to our support page.
What is the best way to get help?
We recommend calling the helpdesk when you can’t access the Internet, have an emergency or an issue that is preventing you from meeting a work deadline and you can’t wait for a ticket to be submitted. Otherwise, submitting a ticket via the secure online Helpdesk portal is the best option. This allows our support team to prioritize the ticket properly and provide the best possible service for everyone.
What can I expect when I submit a ticket?
You will receive an email notification within 15 minutes confirming the details of your service ticket. A Support Technician will contact you directly.
Things to Know:
1 A special software agent is installed on your device to help Shartega technicians provide remote support services and collect necessary information about your computer.
2 It’s a team effort! To keep ticket processing efficient, if three attempts to contact you go unanswered during the ticket lifecycle, the ticket will be closed. You may reopen the ticket at any time.
3 Help us, Help you. The more detailed you are in your ticket submission, the quicker your issue can be solved. Sometimes the technician can even research and possibly even resolve your issue before calling you back.
Hours of Operation:
Core Support Hours:
Monday – Friday, 8:00am – 6:00pm
After Hours Support (On-call Engineer for Critical Issues):
Monday – Friday, 6:00am – 8:00a & 6:00pm – 10:00pm, Saturdays, 8:00am – 6:00pm
What should I do before I call the help desk?
What is my computer name?
All Shartega customers have or will soon have a sticker on the side of your tower or the bottom of your laptop that contains your device (computer) name. You can also find your computer name by following the steps provided here.
What is my username?
You can find your Windows username by following the steps provided here.
Should I turn my computer off when I leave for the day?
No - we recommend that you leave your computer on at night. This is when we take care of critical maintenance such as virus scans, patching and disc clean up. However, it is a good idea to re-boot your computer daily or at least regularly.
I think my Internet is down! What do I do?
First check and see if everyone else is having the same problem. If you are having issues accessing a website, you can go to http://isup.me/ to see if the website is down for everyone or just you. It might not be the Internet that is down. It could be your web browser or just your email. Try closing all programs and restart your computer. If that doesn't do the trick, contact the Helpdesk and provide anything specific about your issue to the technician. The first question the technician will ask is if everyone is down.
Why isn't the printer printing?
Believe it or not, the top three reasons we have found when troubleshooting printer issues is that the printer has either been turned off or unplugged, is out of paper, or there is a paper jam. If neither of these are the reason then we recommend you check the printer for any error messages or colored lights and provide that information in your ticket submission.