TD Helpdesk

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TD Helpdesk

• TD/DDCIS
• Helpdesk
• May 15th 2006

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TD Helpdesk
Tickets processed in the last 12 months
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TD Helpdesk
Requests by Category
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TD Helpdesk

• How does it work today?
• Users request help via e-mail, web, phone
• Issue is logged as trouble ticket
• Ticket is picked up voluntarily by CIS staff
• Tickets are periodically dispatched by
  supervisor.
• Or... end run by calling or visiting CIS staff
  directly.

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TD Helpdesk

• Strengths of TD helpdesk
• Wide range of capabilities among CIS staff
• E-mail (td-trouble_at_fnal.gov) helps to alert staff
  of emerging problems.
• Historical record is collected (knowledge base)
• Problems with TD Helpdesk
• Technical problems in the past have caused a
  reduced confidence in some interfaces.
• Phone support has been nearly non-existent.
• Users frequently go directly to CIS staff.

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TD Helpdesk

• Planned Improvements
• Full business day first line phone support.
• Increased awareness of alternative help sources.
• Documentation on TD websites
• Expand use of knowledgebase

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TD Helpdesk

• Phone and web requests will be manned by CIS
  personnel on rotating basis.
• Helpdesk in-service (IS) person will provide
  first-line support. Other CIS staff will give
  priority to IS when consultation is needed. IS
  may request that task be transferred to other
  expert due to complexity or load etc.
• Phone accessibility throughout IC campus is
  essential.

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TD Helpdesk

• Benefits to TD
• Increased availability
• Faster problem resolution
• Expand and diversify technical expertise within
  CIS
• Added staff support depth