Delta 2006 News - August 31, 2001

Help Desk assumes PPS troubleshooting, unveils new tools

Did you ever wish you could just wave a magic wand over PeopleSoft and get it to work?

Now, in a sense, you can.

"Magic" is the name of the new software package implemented by the Help Desk to shorten response time, diagnose problems more easily and allow users to help themselves, if they wish. Combined with a new staffing structure, it enables the Help Desk to assume primary responsibility for helping PeopleSoft users with everyday operating problems.

"We know that people want a single number to call for assistance," whether the problem is PeopleSoft or a balky printer, and that number is 8765, says Chris Meyer, Help Desk manager. "We're committed to being that single contact for the University."

To improve the speed and quality of responses, the Help Desk now uses full-time employees from 8 a.m. to 6 p.m. weekdays. All of them have been trained on basic PeopleSoft navigation and will continue to be trained to meet users' needs. Help Desk Staff can access PeopleSoft modules either through a training database or through remote control access to a user's computer, says Meyer.

Remote control access, which allows Help Desk staff to see what users see on their computer screens, is just one of an array of new Help Desk tools. By being able to view error messages, capture screen shots or otherwise guide users, staffers are able to resolve problems quicker and more effectively.

"Magic" complements that effort by storing problems and their solutions in a searchable database so that Help Desk staff can quickly find answers to problems that have come up before. Users will be able to request help through email and the Web as well as by phone. The system will automatically email them a confirming ticket number.

Later this fall, the database will be available via the Web to users who are willing to look up their own answers.

"We want to get users up and running as quickly as possible," says Meyer. "In some cases, the fastest method is enabling users to fix it themselves."

The Help Desk will also use the database to track issues and recurring problems with applications. Meyer can then help Delta 2006 team members, Information Services staff and others develop long-term solutions to those problems.