UpDate - Vol. 16, No. 12
November 21, 1996
IT Help Center responds with assistance, support

     When a computer glitch strikes, dial 831-6000 for the
Information Technologies Help Center, which is at the ready to
assist faculty, staff and students with computer problems.
     Formerly known as the Hot Line, and then Help Desk, the IT
Help Center is managed by Kathy Spako. Debbie Durant and Linda
Smith are consultants.
     The IT Help Center is more than a new name. It's a new
process, according to Spako.
     When you call the Help Center, you are asked for your name
and a problem description, along with other related information.
If a problem requires expert attention, a trouble ticket is
created and the information is referred to an expert, who then
contacts you and provides a solution in a timely fashion.
     If the problem meets the definition of "critical," the Help
Center staff will do everything possible to obtain help
immediately.
     This process ensures correct, timely answers for callers.
However, due to the high volume of calls (close to 2,600 per
month on the average, with 6,900 in September), and since the
Help Center supports numerous hardware platforms and software
packages, it is not always possible to have an expert in all
areas available on the phones.
     The trouble ticket system keeps an electronic log of
requests for help. This log permits callers to inquire about the
status of their requests and ensures that the right expert
contacts them.
     "Our goal is to serve callers who have questions efficiently
and quickly," Spako said. "The trouble ticket logs allow us to
review users' problems, see what patterns emerge and identify
areas where service can be improved. While we are making progress
in upgrading the Help Center, we realize this is a continuous
process and is in no way complete," she said.
     Help Center hours are 8 a.m.-5 p.m., workdays. After hours,
callers may leave a voice mail message that will be answered the
next day or persons can send e-mail to consult@udel.edu
     For a quick, easy way to perhaps solve your problem before
calling 831-6000, check out the Help Center home page on the
World Wide Web at URL: http://www.udel.edu/help
                                              -Sue Swyers Moncure