Working to help you

Jon Bakken

John Bakken, head of the Core Computing Division, wrote this column.

This is my first column for Fermilab Today as the new head for the Core Computing Division. This division supports the services that you use every day, which include networks, storage, email and desktops, and we’re here to help you.

Since I began in this position Oct. 1, we have implemented a few changes to improve our service to you, most notably changing the Service Desk software.

Using this new software, we track your issues so they are addressed efficiently. If you need help, you can open tickets directly in our web tool or you can call x2345 and we will open the tickets for you. If you’re reporting the issue online, you will need to log in. Once you do that, you’ll see a web page with a sidebar and three columns. The first column is for requesting items, like resetting passwords, the second column provides links to getting more information, and the third column is for reporting items that are broken. The “Ask a Question” link near the bottom of the second column is for quick answers directly from our Service Desk staff.

One concept that is present in the new Service Desk software is that the items you report to us are designated either as incidents or as requests. If you call us because the wired network port to your desktop is dead, we classify that as an incident that should be fixed quickly. If you would like a wired network port on your desktop instead of using wireless – that’s a request, and it probably will not be resolved as rapidly. It is important to understand this difference in setting your expectations for how soon your issue will be resolved.

To make sure we’re providing good service, we need to hear from you. When you don’t think you’re getting the appropriate attention you deserve or you want to highlight good service you received, give us feedback via a link at the bottom of the second column of choices. Once you fill out the feedback box, push the “Order Now” button in the upper right corner and your message will be passed along to the appropriate managers, including me for Core Computing issues. I hope this helps us see what is working or resolve your incidents promptly.