Open your eyes...speak your mind...help desk communicating

We have centralized and decentralized our Information Systems department at Baylor, so staying In Touch with the campus community as well as our own Information Technology (IT) group can be a difficult task these days. In this poster presentation we want to share with you the ways in which we communicate with each other and our campus community by means of our websites, phones, and knowledgebase system.The Help Desk staff provides front end support for all technology related calls. We utilize the HEAT® Service & Support Software, an Automated Service Desk Solution by FrontRange Solutions USA Inc., to track and allocate all calls received at the Help Desk.During the past year we have reconstructed our Help Desk website using the Content Management System to make it more user-friendly for our clients. We have the option to display alerts for new virus threats or other vital information and a system maintenance section that displays any planned outages or maintenance that may affect our clients.For outages and any known problems with our servers, we post them to our DOWN line that can be accessed by dialing 254.710.3696 (DOWN). We are also implementing a knowledgebase to work with our Heat call tracking system so that clients can search a problem/answer on their own and if needed submit a ticket for an IT tech to fix the problem. This knowledgebase is also being customized for detailed support information that will be used by our Help Desk consultants and IT support staff.