Remedial Help Desk 101 at Florida State University

The User Services division of the Office of Technology Integration is the "safety net" for computer support at Florida State University (FSU). Areas of support include training, help desk services, campus-wide software site licensing and assistance by highly trained computer technicians. Support is provided seven days a week for 40,000 students, faculty, staff and university administration. This paper outlines the steps taken to update, improve and expand the technological support services offered at FSU and is directed to other university support staffs considering similar expansion. The entire software system of collecting, recording, and tracking problems is undergoing an update to the present-day needs of the technological community at FSU. Currently, two jobticketing systems are in use, Lotus Approach© and an older version of the Remedy Action Request System© (ARS) for administrative and academic support. Updating involves moving to a single job-ticketing system (ARS)...

• Type: Conference
• Year: 2000
• Where: SIGUCCS
• Authors: Diana Orrick, Jeff Bauer, Ernest McDuffie
• Keywords: Florida State University, Help Desk, Information Management, Self-help Knowledge Base, SIGUCCS 2000