The University of Georgia College of Veterinary Medicine

Help Desk Support

Fostering a Culture of Improved Service

Up until now ITS has struggled to keep pace with the blizzard of requests for assistance. Whether it is a project you have on the horizon, activation of a new account, a forgotten password, or simply a printer that just will not work ITS has the means to track and effectively organize a response to your needs.

Beginning October 2004 we will unveil a new browser based Web Help Desk tool that features an intuitive, easy to use, graphical tabbed interface. When you have a need for assistance you will be able to simply categorize and log your issue and be guaranteed a response and time frame within which we will try to address the concern.

By the way of your categorization of the issue we will be able to intelligently route the problem to the appropriate service professional for a remedy. You will be able to track the status of your request on line.

ITS will be able to track our performance in meeting your needs and add appropriate 'surge' resources when demand out strips our capacity or capability to respond in a timely manner.

Using the Helpdesk System

Try to be as concise and descriptive of the problem as possible. Where possible, indicate steps to replicate the issue so that help desk staff can reproduce the issue in the event you are not at your desk/station when we attend to the problem.

Choosing appropriate priorities

Normal - The issue does not impact your work immediately, but needs to be addressed as soon as possible.
Medium - The issue is impacting your work somewhat, but is not impacting your primary work functions.
High - The issue is causing a major disruption in your work, but is not preventing you from accomplishing your job duties.
Urgent - Choose when the issue you are reporting is preventing you from doing your work and there is no workaround.