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Computing Infrastructure Support (CIS) CIS Computer Help Desk Computer Security Unix Services ISS Mercury Project |
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Web-Based Trouble Reporting Form Being Revised Although the web-based form for reporting computer problems only accounts for 10 percent (or fewer) of the contact with the Lab's Help Desk, it is usually the most effective way as it can help troubleshoot problems faster. To make it even more useful, the site is being revamped, and the news form should be on line within a month. The new form will prompt users with questions specific to the hardware and software being used, and will also include links to sites offering solutions to the most common problems. "The goal is to make it easier for employees to get the help they need, whether by referring them to a web site with the answers, or helping them to more specifically define the problem so we can get the right people working on it sooner," said Charlie Verboom, head of the Mac/PC Support Group and Help Desk. "We think the new web form is a big step in that direction." |
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