User Support Department

Mission · Approach · Org Chart · Policies

Help Desk

Mission Statement

The mission of the LBL Help Desk is to provide a single point of entry for LBL employees who have computer and related technology questions, problems, or work requests. The Help Desk will attempt to answer your questions and resolve your computer problems for you on the spot. For all work orders and problems that require service by a specialty group, we will work with you to write a Help Request so that the specialty group can take rapid action. Our assistance is not recharged to your account. However, most of the work of the specialty groups is reimburseable.

Major Services/Capabilities

Password resets for Novell, Windows and LDAP (used by Email, Calendar, eRoom, LETS and many other Business systems)
Initial Troubleshooting for file and print services
Initial Troubleshooting of Desktop operating system problems
Initial troubleshooting for Cyber security issues
Account management for Windows and Novell Service
Desktop Software consulting and troubleshooting

What Our Customers Can Expect From Help Desk

We will be open every Lab work day - 8 AM to 5 PM.
We will accept your inquiries / problem reports / work requests whether they come in by:
- Telephone [486-HELP]
- Help Desk Web Form [http://www.lbl.gov/help]
- E-Mail [help@lbl.gov]
Service interruptions affecting larger groups of Customers will be heard on a recorded message that is played for all who call 486-HELP and will identify the problem and give an estimate, if known, as to when the service will be back on line.
If you choose to contact the Help Desk by telephone, a Help Desk engineer will respond to your call.
If all the Help Desk Engineers are busy, you will be given the opportunity to leave voicemail and if you do so, you will be called back within one hour.
The Help Desk engineer will strive to solve your problem at the time of initial contact, if at all possible.

If the Help Desk engineer cannot solve your problem right away -- or, if the nature of your problem is such that it is really a work request or a problem that requires an engineer to visit your work site:
The Help Desk will send the Help Request to the Support Group chartered to perform the needed service within one (1) hour of your submitting it via the web or by electronic mail -- so long as the submission is complete and leaves no unanswered questions as to what is required and includes an account number for any rebillible work.
If the Help Desk engineer does need additional information from you, that you will be contacted within one (1) hour of your web or e-mail submission so that the needed additional information can be gathered from you.
Regardless of your method of contacting the Help Desk, we will:
- Create a Help Request that has a unique identifying number,
- Use good English to write a complete description of the service(s) you require,
- Send the Help Request to the Support Group chartered to perform the needed service,
- Complete all of the above work and provide you with your ticket number within fifteen (15) minutes of fully understanding the requirement.
Once the assigned Support Group has completed your work and has marked your Help Request as having been resolved, you will receive a survey, asking you if the work was performed satisfactorily.
If you were not satisfied -- that is, there is more to do -- a new Help Request describing what remains to be done will be written up by the Help Desk, in conjunction with you, and then submitted to the appropriate Support Group for action.
In all of your interactions with Help Desk personnel, you will be treated professionally and in a courteous and helpful manner.
The Help Desk will ask for your ideas on ways to improve our service, and that your ideas are most welcome and will be very carefully considered.

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