 |
Introducing the Helpdesk!
Greetings, all! As any of us who have been here for at least a couple of years can attest, we have seen Tech Staff grow exponentially in a fairly short amount of time. This is great from a staffing standpoint, but it also means that us webgeek/HR minions have struggled to keep up, especially during the time between the third staff meeting and Dragon*Con. What used to be a one-person job (hi Amy!) is now three people working mostly year-round to maintain systems, respond to help requests, build new stuff, etc. We’ve managed to survive for this long using a somewhat haphazard system for coordinating things between all of us, but that’s about to change. Effective today, the web/HR staff is switching to a new helpdesk system for Tech Staff that’s been in development for months. This will allow the three of us (and the handful of people who’ve been gracious enough to help us out with smaller tasks) to better coordinate, track and respond to your issues, questions and whatnot. At this point, it’s a must for us so we don’t go completely insane — well, at least, before *con gets here! How does this affect you? Excellent question. In short, what it means is that instead of contacting the old webgeeks@techops address (which has been discontinued) or one of us individually, all you need to do is send an email with your technical or HR question, concern, etc. to: (Write it down somewhere and/or add it to your address book.) Going forward, please address all web/HR-related questions there instead of any others we may have used in the past. If you don’t, we’ll just forward it into the helpdesk system anyway, so really, you’re saving us some time. Once you send off your email, you’ll get an autoresponse from the system within five minutes and your issue will go into a queue where one of us will be assigned to work on it. You’ll be able to communicate through email and you can also track the status of the issue online. Isn’t that awesome? More info is available here: http://techops.net/help/ You also might notice a new link, which is visible at the top of every page on techops.net, which says ‘need help?’ That will take you to the help page, so even if you don’t remember the email address, it’s posted on techops.net for everyone to find. There’s also info posted on that page about things you can do yourself, such as updating your information and resetting your password. But if those don’t work for you or you have another request, we’re only an The webteam roll call For those of you that are new, you may or may not know us, so we’ll just go through the list. Amy Qualls-McClure (domesticat, works Ops during *con) And our lovely part-time helpers… Danielle Walther (Tialessa, runs Centennial ballrooms) In closing… Dragon*Con 2007 is only 45 days away, and as it gets closer, the webteam’s email boxes become invariably more full. That’s what we’re here for, but we need to be able to do our jobs without pulling out our hair in little, bloody clumps. The helpdesk is especially important this year, with all of staff having moved to the new login system that I’ve talked about previously. This helps us, and it helps you. It allows us to better take care of everyone on Tech Staff and make sure we don’t let anything slip through the cracks. So please, help us organize things for you, and we’ll all be saner for it. If you have feedback about this email, my address is duckie [at] techops [dot] net. Need help? help [at] techops [dot] net We’re not miracle workers, but we do what we can. Thanks, –Duckie [on behalf of the webgeeks] Posted by Duckie / July 16, 2007 @ 1:40 pm
Post A Comment
|
Archives
|
