CDes IT Help Line Service Change
As you may recall, one of the first things done by the IT staff a year ago, when the new college came into being, was to establish a telephone number (6-7760) to call for computer support. The IT Help Line worked very well during those first few months and continued to be available during the remainder of the year. The number of phone calls, however, gradually declined to the point where it no longer justified a full-time person manning the Help Line.
This summer, the IT staff has been discussing ways of continuing the Help Line service without dedicating an individual to the job. The result is a plan to make the Help Line a shared responsibility of all the IT staff. In order to move forward with our plans there are a couple of logistical challenges that we are working to solve. First, we need a way to route the Help Line calls as needed depending on who is â€śon call.â€? The second challenge is to have a system that lets us record call details and track them when the problem can't be solved over the phone. We believe there are good solutions for both of these challenges and we are working to implement them.
In the meantime, we want you to know that there is no longer anyone dedicated to answering the Help Line. It is now configured to go to voice mail so you can leave a message. This is a temporary change. Once the call routing and tracking systems are in place we will begin manning the phone line once again.
We are also announcing two new ways to contact us for support: e-mail and the web. A special e-mail address is monitored by IT staff during regular hours. A new web form is now on-line that prompts you for some basic information that will help us contact you and determine who is best able to handle the request. Please use either of these or leave a message on the Help Line. Regardless, we'll answer your call as quickly as possible.