HelpDesk

The Life of a HelpDesk Call

When you call the JMU Computing HelpDesk what really happens?!

When you dial the HelpDesk at 568-3555 you will hear a voice greeting which will present you with options to hear HelpDesk/Lab hours and other helpful computing information, including System Alerts. Most likely though, you will choose the option to speak with a live HelpDesk representative. When the representative answers the phone, he or she will thank you for calling the HelpDesk and ask for your e-ID as well as other pertinent information. This information is entered into the Remedy Action Request System (shown below), the HelpDesk's call tracking software system. The Remedy software automatically provides other needed information to the HelpDesk representative, such as your building/room location on campus, phone number, information from your previous calls, etc..

There are a wide variety of reasons why you may call the HelpDesk. Sometimes you just need a quick answer to a question or perhaps need assistance in performing a particular task on your computer. Other times you may be experiencing a problem which requires basic troubleshooting or perhaps targeted troubleshooting. Depending on the problem which you are experiencing, the HelpDesk representative will rely on their own personal knowledge and training or resources such as the HelpDesk's online Self-Help documentation. Many people ask "What is Self-Help and how do I use it?". Good question! It is worth becoming familiar with Self-Help because it is available 24/7 and helps in those instances when it may be preferable for you to gather information on your own.

Often times the HelpDesk representative will be able to effectively solve your problem over the phone and your call will be complete at that time. In such instances where no further action is needed, the representative makes sure they have properly documented the problem and resolution and saved the information in Remedy for future reference, trend analysis, frequently asked question (FAQs) development and statistical purposes. However, if your call has not been solved through over-the-phone assistance, then your call may be "routed" (via Remedy software) to a group best suited to address and solve your problem. There are many different computing groups throughout campus to which your call may be routed. Some examples are:

• Accounts/Passwords - account and password issues, etc.
• CampusNet - on-campus student connectivity, virus, spyware issues
• Desktop Services - faculty/staff computer software set ups, imaging, and installations, etc.
• HelpDesk Analysts - faculty/staff on-site workstation/network troubleshooting
• Information Systems - e-campus, Student Admin, HR, J-ess, Finance issues, etc.
• IT Training - faculty/staff training courses, tutorials, assistance, etc.
• Network Engineering - network infrastructure issues, etc.
• PC Services - computer hardware and warranty repair, etc.
• Security Engineering - security issues
• Systems and Operations - central systems/services (such as e-mail), server issues, and more.
• Telecommunications - certain physical network connectivity issues, etc.
• TSEC - faculty/staff on-site workstation/network troubleshooting for east-campus computing issues

When routed, your call will be "assigned" to one of these groups using the Remedy software (shown above). Typically one individual will ultimately take ownership of your call and begin working toward a resolution. In addition to these groups, the HelpDesk will also make referrals to other personnel, such as college-specific support staff, external vendors, etc. With all of these choices available, you can see the importance of the HelpDesk representative's effectiveness in understanding your particular problem and subsequently "routing" your call to the appropriate group. Once the call is routed your call remains "open" (in our Remedy call tracking system) until it is resolved to your satisfaction. Representatives from the HelpDesk and/or the call owner group will keep you updated as to the status of your call. Once the problem has been effectively resolved, the call is then "closed" and a record containing the details of your problem and resolution is saved in Remedy for future reference, root problem trend analysis, FAQs and statistical purposes. This is important because the next time you call any HelpDesk representative can access your previous call information to assist in the troubleshooting of your new request.

When you call the HelpDesk you do not necessarily need to remember how the process described above works. The HelpDesk will take care of that for you and in doing so will strive to make your computing experience at JMU more rewarding!