While the UCO (User Consultancy Office) used to
exist there were several e-mail addresses one could use, e.g.
uco@cern.ch, user.support@cern.ch, etc.
With the implementation (in 1999) of the new outsourced Computing
Helpdesk within IT, one of the goals was to centralise problem
submission via e-mail to Helpdesk@cern.ch, or via
telephone to 78888. Dedicated staff at this address register your
problems and answer straight-forward queries. More complicated
problems are escalated to specific support personnel.
The User Support group within IT
co-ordinates Helpdesk operations with the outsourced company. It is now
becoming important to differentiate both. For the
User Support group we need to have a meaningful mail address. Over
the past months users who mail user.support@cern.ch
have received an informative message of the change and as of
December 1st 2000 mail no longer goes to the Helpdesk
automatically.
Usage of the two e-mails Helpdesk@cern.ch and
User.Support@cern.ch can be therefore summarized as
follow:
- If you require support for a computer related problem please
call 78888 or send a mail to
Helpdesk@cern.ch;
alternatively you can visit our main Helpdesk in building 513 from
8.30-17.30 Monday to Friday, or our satellite desk in building 52
in the morning from 8.30-12.30.
- Should you wish to contact the User Support group for
comments or suggestions on the service you receive at the
counter (remember that once problems are escalated they often go to
areas over which we have no direct control), we will be pleased to
hear from you at e-mail
User.Support@cern.ch.
To understand the functionality of the new helpdesks we
recommend you read our articles on this subject, in a previous CNL,
"Central Computing Helpdesk - Outlines and Strategy",
which sets out the strategy and guidelines, and there is further
clarification in the previous article in this CNL.
We look forward to hearing your comments.
Just for information, here is the message which was
automatically sent back to users sending mail to
User.Support@cern.ch in the past few weeks:
This is an automatic informative message
----------------------------------------
This address is meant for direct communications with the IT
User Support unit. If you meant to address the IT Computing Helpdesk
to submit a query/problem, next time please use:
Helpdesk@cern.ch ext.78888
If this comes from an entry in your personal addressbook, please
modify it accordingly.
Automatic rerouting of Helpdesk requests will be done until
... (so you do not need to send it again).
After that time you should resend your request.
Best Regards, IT-User Support
About the author(s):
Miguel Marquina is the Head of the User Support unit in IT.
Nicole Crémel and Roger Woolnough are
working in this unit and are the CERN responsible for the supervision
of operations of the Computing Helpdesk.
