The Help Desk has undergone some changes in the past year as we've started changing the way we deliver service. In the old days, there were two distinct types of PCs: "LINK" and "non-LINK," and what type they were determined who you would call for support.
Starting in 2012, we began to consolidate PC support and move all SCLS-supported PCs to the SCLS network. We also been working on cross-training for support of PCs that haven't moved to SCLS network quite yet.
Here's the low-down on where SCLS support is now:
Ordering of all SCLS-supported PCs can be done in one place
No more calling Dan to order certain PCs and asking Craig and Andrew to order others! All ordering can now be done here: http://automation.scls.lib.wi.us/procurement/index.html
Library staff can call the SCLS Help Desk for any SCLS-supported PC
Did Dan install the PC, or did Craig and Andrew set it up? Doesn't matter! If SCLS staff set it up and your library elected to have SCLS support it, library staff can call the Help Desk for all problems and questions.
Help Desk hours and phone
Help Desk support is intended for library staff at SCLS libraries (no phone calls from patrons, please). The Help Desk is staffed Monday - Friday from 8:30am-6:00pm and can be reached at 608-242-4710 or toll-free at 855-583-2435.
Support during off-hours
When the Help Desk is not staffed, library staff can leave a voicemail for non-emergencies or call the Help Desk pager (608-376-0505) for emergencies.
SCLS Status Wiki
Library staff can also find information about known problems on the SCLS Status Wiki: http://sclsstatus.pbworks.com. The status wiki was set up to quickly provide information in the case of a service outage and to easily communicate updates about outages to those who are interested.
What questions do you have about SCLS PC and network support?
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