MOVE AND UPGRADE OF COMPUTING HELPDESK IN BUILDING 513
In an effort to make the IT Computing Helpdesk more efficient at answering questions directly we are making changes as of Monday May 6th for a one month trial period. Extra staff will be assigned to answer problems in a new environment where the staff will have more space and less background noise. During this test period this new office will allow ONLY telephone calls and e-mails. Opening hours remain the same 8.30 to 17.30 whereas the satellite Helpdesk in Building 52 (next to the main library) will be open for enquiries and visits. We have modified the hours to 9.00 to 13.00 to enable users to visit over lunchtime.Self-service documentation remains in 513. Persons bringing computers for repair or fetching repairs will find instructions for assistance at the old helpdesk window as well as a telephone in case of difficulty.
We will naturally be monitoring statistics and assessing quality very closely. Following a two week test period we will publish our findings in cern.computing newsgroup such that users are informed of the progress we have achieved. We encourage users to give us their feedback on the new arrangements during the trial period, there will be a note reminding you of this from our trouble ticket system when you e-mail us after May 6th.
Thanking you for your understanding but we are confident of being able to offer a more efficient service to fulfill user's needs.
IT User Services Group
(User.Relations@cern.ch)
by IT User Services Group