Help Desk Operation
Legacy information for 1985-2003Help Desk Request Form
Mission Statement for the ODP/IS Help Desk OperationThe help desk operation provides a single point of contact for all users in order to provide customer services and ensure that the service levels provided meet expectations by providing response, action, feedback, and solutions.
Level of Support Provided by the Help Desk OperationThe planning committee agreed that the help desk at ODP Information Services Department (ISD) should provide a "mid level" form of service to ODP computer users. "Mid level" is best characterized as: (1) providing telephone and e-mail support; (2) dispatching support staff to fix problems; (3) tracking problems to resolution and providing feedback to the users; and, (4) providing low-level problem solving, i.e., basic troubleshooting and walking the user through simple procedures. The committee also agreed that certain administrative functions, e.g., receiving purchased computer items, researching computer products, and providing selected training, should be performed by the help desk coordinator.
Customer requests to the help desk are characterized (by order of importance) as: emergency, immediate, high priority, moderate priority, a request, and a suggestion (see table for response times and definition of terms). The committee determined that all emergency and immediate needs should be relayed to the help desk via the telephone (845-7918) if they occur between the hours of 8:00 a.m. and 5:00 p.m., Monday through Friday. The help desk telephone will be continuously monitored during the 8-5 work period. For emergencies outside normal work hours, please refer to the ODP emergency phone card for the appropriate number to call.
All non-emergency/non-immediate requests need to be submitted to the help desk via
the e-mail system. The committee determined that a two (2) hour response time to notify the user
that the request was received and acted upon was required. All requests, big and small, need to be
logged with the help desk. Thus, it is imperative that every ODP computer user must use the e-mail system to register their particular service request. A web-based mail form has been created in
order to make this part of the system as efficient and effective as possible. Users are strongly
urged to use this form, and to fill it out completely when submitting a help desk request.
The Information Services LiaisonThe Help Desk Planning Committee unanimously agreed that ODP create a new policy which establishes the position of IS liaison for each department. The liaison is an existing FTE position, not a student worker position, who interacts with IS staff in the performance of certain agreed to data processing functions. The committee believes that such a position would allow departments to engage in certain functions under the supervision of an IS consultant, thus allowing flexibility to handle certain data processing requests, increase communication between departments and the Information Services Department, and ease the user request backlog pressure on IS staff. Where appropriate, the liaison would perform agreed upon work, thus freeing up time for IS staff to address more critical problems and to complete important projects. It is not the intention of the committee to place a great workload burden on the departments. On the contrary, it is expected that sharing some of the burden will actually make a department more productive. An interdepartmental agreement is the mechanism by which this policy can be implemented. The agreement will be flexible enough to allow a department to independently deal with certain agreed to data processing functions. This issue will be presented to the ODP Managers for discussion and approval/disapproval.
Duties of the Help Desk Coordinator
To prevent the loss of a request or to ensure that all requests are handled in a reasonable
time frame, there is an escalation process outlined in the table at the end of this document. To
evaluate customer satisfaction and provide feedback to ISD, a customer satisfaction questionnaire is being developed.
Note: All requests must go through the help desk coordinator.