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| Help Desk Wants to Hear from Employees About Using PCSupport.com |
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Last fall, the Lab's computer support Help Desk began a four-month trial
use of PCSupport.com, an Internet-based computer support service available
24 hours a day, seven days a week. January is the fourth and final month
of the trial period, which was designed to determine how useful an Internet-based
extension of the LBNL Help Desk would be to Lab customers.
The desktop support staff was particularly interested in seeing if the "off hours" support would be of benefit and if Lab users felt that chat sessions and an extensive electronic knowledge base were a viable way to communicate and solve problems. "We saw a significant decline in use of this service in December, and overall usage during the first two months did not justify the cost of the contract," said Charlie Verboom, the Lab's desktop support manager. There is a link to the PCSupport site on the CIS home page, and Lab employees are welcome to try the service until the end of January, at which point the link will be deleted. "We are very interested in feedback on this service," Verboom said. "If you used it, was it worth it? If you didn't use it, why not?" Employees can give their input via the CIS suggestion box. |
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