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Computing Infrastructure Support (CIS) CIS Computer Help Desk Computer Security Unix Services ISS Mercury Project |
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Lab's Help Desk Handling Almost Twice as Many Calls as a Year Ago The Lab's Computer Support Help Desk, part of the Computing Infrastructure Support Department, now handles well over 2,000 calls a month. In July, the total number of inquiries was 2,444, compared to just 1,336 contacts recorded by the help desk last September. "The word seems to be getting around that the Help Desk is here, has a lot of expertise and can often solve problems over the phone for free," said Josie Galvan, supervisor of the Help Desk. By far, the most common means of contacting the support staff is by phone. In July, 1,777 employees dialed H-E-L-P (4357), while 363 sent email (trouble@lbl.gov) and 153 filled out the web-based trouble reporting form (http://www.lbl.gov/cs/help/helpform.html). The remainder either contacted the staff in person or by referral. The low usage of the web-based form is a bit mystifying, given the Lab's proclivity to do more transactions electronically, Galvan said. "It may be due to a perception that there is always a charge for our services," Galvan said. "Although the web form requires the employee to provide an account number, many problems are resolved over the phone at no charge," Galvan said. Problems which require extra effort by groups other than Help Desk, whether over-the-phone consultation or a visit by a technician, are then billed at time-and-material rates. Common calls involve Netscape Communicator and Calendar, or resetting passwords for Unix and Novell accounts. More information about Help Desk services is available on the Web. |
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