Why Should I Call the Help Desk?
As the new manager of User Services at UNR I would like to outline some of the advantages our customers gain by calling the Campus Computing Help Desk to report computing issues.
The Campus Computing Help Desk has a call resolution rate of over fifty percent, a rate that will continue to rise as we continue to implement industry best practices. What this means is that we can resolve over fifty percent of all computing problems over the phone with you the first time you call. By calling us, you can have your problem resolved immediately in most cases.
When you report a computing problem to the Help Desk, the problem is documented and tracked until it is resolved—whether it is resolved immediately at the Help Desk or is escalated to a System Administrator. At the time of your call, you will be given a tracking number and you may call for updates on your computing issue anytime. If the issue must be escalated to a system administrator, the Help Desk notifies them immediately via email or phone as appropriate. Our service level agreement with Campus Computing System Administrators is that they will contact a customer within one business day of your initial call (non-emergency).
In the event that your System Administrator is not available, the Help Desk cannot resolve your problem over the phone, and you are faced with a computing emergency, the Help Desk can work with designated back-up System Administrators to have your computing problem resolved as soon as possible. Computing emergencies you report to the Help Desk will not be lost or have to wait until a System Administrator returns.
By calling the Campus Computing Help Desk, all issues are tracked, creating customer histories and accountability among Campus Computing personnel. We use a call tracking software called Footprints that tracks your computing issue until it is completely resolved. Each time information is added to your Footprints Issue, all Campus Computing personnel involved automatically receive notification of the change. And if you have to call back about the status of a computing problem, that is documented and sent out as well. The Help Desk also calls System Administrators on their cell phones when necessary.