"Help! My computer is broken!"
"Help! I can't log in to the network!"
"Help! My printer won't print!"
Dozens of cries like these are heard across campus every day. Often individuals are able to "fix" their own problems; at other times, the ranks of computing support staff at Emory step in to help. Over the past several years, Emory's computing support structure has undergone significant change. Ten years ago, when most computing questions revolved around central mainframe systems, the Information Technology Division (ITD) provided a central Help Desk that sought to answer or route every question on computing. Since that time, the proliferation and variation of the computing desktop environment has made it impossible for a central Help Desk to "help" in a timely and efficient manner.
In January, ITD underwent a major reorganization. Part of this effort focused on the computing help structure. The four main sources of computing help and the areas they cover are:
1. Local Computing Support
Many departments on campus have full- or part-time computing support on their staffs. These computer support people range from faculty members and administrative assistants who have other duties to full-time computing professionals. Individuals in these departments who need help are encouraged to speak to their local support before contacting ITD. Since January, ITD has recognized more than 120 local support people at Emory and is working with them to help ensure a successful and seamless continuum of computing support. For more information, look at the web site http://www.emory.edu/ INFODESK/LOC_SUP/local-support.html.
2. Computing Information Center (CIC)
Created this year during ITD's reorganization, the CIC is located in Cox Hall and is currently operating 9 a.m.-midnight on weekdays, though expanded hours will be in place by the end of the year. It is staffed almost entirely by knowledgeable students who can answer most desktop computing questions. In addition, CIC can assist Emory employees and students who have trouble with their Dooley/Eagle passwords. If the CIC staff is unable to answer a question, they give the caller information about printed manuals or on-line help information that might contain the answer. If the problem is one normally handled by others in ITD, they may refer a caller to that department. Emory employees and students may call the CIC at 727-5250, e-mail them at cic@emory.edu or walk in during business hours at their location in the Cox Hall Computing Lab. CIC's web site is located at http://www.emory.edu/ ITD/CRS/CIC/cic.main.html. Information on ITD short courses can be found at http://www.emory.edu/ITD /CRS/SHORT_COURSE/pd.html.
3. Data Center Help Desk
This desk supports both Emory Hospital and University staff in the areas of network connectivity and mainframe computing support. Staffed by ITD professionals, it is open seven days a week and 24 hours a day. Questions about ethernet line installations, scheduled or emergency network downtimes, and mainframe computing jobs should be directed to the Help Desk. They can be contacted by phone at 727-3822 (this number will change soon) or e-mailed at helpdesk@ emuvm1.cc.emory.edu. On-line computer help is available at http://www.emory.edu/INFODESK/main.html.
4. The Emory Computer Store
Computer hardware or software purchases or requests for hardware repair are handled by the Computer Store. (ITD can identify appropriate hardware and software configurations, if such advice is needed.) Repairs are done in the store -- a courier service is available. For more information, call 727-2667 or check out their web site at http://www.emory.edu/ COMP_STORE/ECSWEB.html.
The great majority of everyday computing questions are answered by these four groups at Emory. Although some problems may take days or even weeks to solve, most are taken care of immediately. Even with the addition of local computing support to the Emory equation, ITD still handles an average of 50 calls per day to its two "front line" help desks.
Marisa Johnson is a member of the Indirect Support Team in the Information Technology Division's Computing Resource Services.