What is the Helpdesk?

Introduction
The Systems Helpdesk facility was set up by the Systems Department in January 1997. The system was setup up to allow Library Staff to email their problems to a central area, where it would be logged, prioritised and solved. Since it started, it has been a great success and the Systems Department has experienced a continous increase in its use.

Improvements
The Systems Department have always tried to maintain a successful and reliable service, although at times, we have had a few problems. We are continually trying to provide improvements to the service, including:

Faster Response - Through more efficient call logging & procedures.

Greater Communication - Providing regular updates to users regarding their request.

Increased Awareness - Through Systems Manual, Techtips, Service Definition & Web Site.

As you will know we have recently conducted a survey to evaluate user response to the Helpdesk service. Many issues were highlighted and suggestions given and we are currently working our way through them. Many thanks to those who responded. A recommendation report will be available soon.