Requesting Help
From WikIT
Requesting Help from ITS
It's human nature. You have a computer problem or an IT-related question or request -- why should you contact the Helpline when you know that "Biff" can or must handle that request? Or that "Biff" always has the answer? Or that "Biff" handled your last request? Or that "Biff" is simply a nice IT guy? Often the opening line of that e-mail to "Biff" starts with, "I don't know if this is for you or someone else, but..."
The IT answer to any request of any kind is to please contact the Helpline. If our Helpline professionals at Advantage Communications, PEI, don't handle the issue (and they do handle a lot more than you might think) they will direct it to the person or group that does handle it. Some problems they will analyze and identify as a very different type of issue than you originally thought. They will try to contact appropriate Colgate ITS staff in accordance with the urgency of the request, and they will redirect issues as necessary when the normal IT responder is not available. Furthermore, they will ensure that the request is recorded in Track-It (our call tracking software) and not lost in an individual's mailbox.
Yet you really do know that this is a specific "XYZ" request that only "Biff" can address, so isn't the Helpline contact simply additional, bureaucratice overhead? ITS has found that overhead can be very beneficial if it gets every one of your requests into Track-It in a timely manner. And the time delay of this extra level of bureaucracy can be minimized -- if you think that "Biff" must address the problem, copy him on the correspondence related to your Helpline request.
But you don't want to wait on the phone - isn't that real overhead? Certainly. Therefore you may want to enter your request using the web-based Track-It self service at ITS Online Help Request Form This takes little time, inputs your request directly into the Track-It system, and has no "elevator music" -- ever! In an emergency or when unable to use the web service you can also send your requests via e-mail to helpline@colgate.edu. Just remember to include enough information to help the IT responders get started, be they Dean or Harley at Advantage or one of the Colgate staff.
Here are some of the problems IT is trying to avoid by encouraging you to work with the Helpline:
- Requests lost because they are "missing in action" in someone's overflowing or SPAM-filtered mailbox
- Requests delayed because, although "Biff" can do this, so can the Helpline and other, more available IT staff
- Requests delayed because "Biff" doesn't do this any longer and now answers e-mail less frequently - you wait for "Biff" to read the mail and forward it to someone else
- Requests delayed because "Biff" is out unexpectedly or overloaded and not getting to e-mail for the rest of the day - the Helpline generally knows of significant IT absences and problems which affect staff response time
- Requests delayed because, although they look like a problem in "Biff's" area, are actually related to another problem handled by another IT analyst and may even be already known by the Helpline
- Requests delayed or lost when "Biff" gets a hallway request, like "I know you're busy but can you look
at my computer sometime? It's not urgent but I am having a hassle trying to......". Even when completed such requests can also make "Biff" appear to be less productive than other staff
Working with the Helpline can also give you improved services:
- You now can monitor the details of your current and previous requests via Track-It Self-Service at ITS Online Help Request Form. Check what is happening on your open requests and remind yourself how previous issues were resolved.
- Requests can often be assigned to a queue rather than specific analysts. This assures that not only will "Biff" will see it, but also "Biff's" backup or the analyst on call if it's urgent. This affords the greatest possibility of proper communication about your problem.
- "Biff" is usually more likely to first respond to official, Track-It work orders rather than unofficial direct contacts.
We know it is human nature to connect with those people we know. But just because "Biff" fixed your last problem (2 years ago!) doesn't mean he is still your contact. And just because "Biff" managed Blackboard for 3 years doesn't mean that he is doing that now.
Likewise, human nature is such that "Biff" will often try to help you anyway, so IT sometimes breaks its own rules. We probably don't require you to use the Helpline as often as we should. When presented with that personal phone call or e-mail we sometimes try to help where we shouldn't, which may waste our time and yours.
So give it some thought - or none at all - and simply contact the Helpline. Phone 315.228.7111 ITS Online Help Request Form e-mail helpline@colgate.edu This will work for anything - help calls, service requests, or simple questions (I even sold David Carr some Girl Scout cookies last year!). Copy "Biff" on the request if you wish (he prefers the Thin Mints).
