Problems identified in recent History
- The Helpdesk staff had no opportunity to buildup expertise
with help from the analysts (they were physically apart).
- Training is required in the (outsourcing) contract but there
was (is) never enough time for it.
- The three-level model didn't quite satisfy our expectations:
- 1st: Helpdesk, 3 members (outsourced operation)
- 2nd: User Services' analyst, 6 members, shift
rotation (CERN staff and contract members)
- 3rd: IT service specialist, (CERN staff and contract
members). Those who run the servers and decide what is supported
- Each 2nd-level analyst was specialist in one domain (mail,
web, UNIX, windows). This made mutual back-up difficult.
- Problems escalated/assigned outside the remedy domain of
User Support were not followed up. This led to user complaints when problems
got forgotten (late/no answers).
- No matter where the problem is in the whole chain, the user
only sees the entry point and says "the Helpdesk is not functioning".
CERN report on User Support
HEPiX Fall 2002