The Web-based form for requesting computer or network help has been revamped by the Desktop Support Group. The new form has a revised section in which you are asked to describe the problem. The form now has a number of broad categories, which are then subdivided into subcategories reflecting the most commonly reported problems.

“The old form reflected our view of the desktop support world at that time – four years ago,” said Desktop Support Manager Charlie Verboom. “Things have changed and this new form better reflects the kinds of work we’re being asked to do today. And we expect these to change, so we will keep refining the form.”

Josie Galvan, leader of the Help Desk staff, said that using the Web form usually captures all of the information needed by the group to forward the help request to the appropriate person. This is especially true compared to help requests submitted via email.

Not only does the email request usually take longer to read, but the information is often incomplete and requires a phone call to fill in the details, which again delays the response, Galvan said.