Database and specific technical inquiries should still be directed to the CDS team. Advantages of an automated Computer Help Desk facilitate problem control and management with automated escalation procedures so that all queries will be dealt with promptly. Overall there should be a better and faster response to queries. How it works Users don't have to do anything new at all when they have a problem or query. The problem is logged by the front-line staff receiving the call and assigned to appropriate support staff.
Users receive automatic email confirmation of when their request is started and when it is finished.
The logging of each incident allows us to produce statistics. Here are some initial very general findings for the first complete month of operation. This is above the average for all queries. Otherwise 24 hour answer phone. The service is available free of charge to UK academic research groups through Janet, Internet, PSS and dialup.