The Library Technology Team aims to provide high quality
services related to the support of the technology environment
of the Heard library. To help us meet this goal, we have instituted
procedures that we believe help us work efficiently.
We have developed a Web form for library staff to use in reporting problems
and use an automated problem tracking system to help us keep track of
all pending tasks.
Library Staff can report problems or request services from
the Library Technology Team in several ways, including the
NetFix
Web form, through Pegasus Mail, or by phone.
Response Procedures
We respond to NetFix requests according to the following procedures:
- A member of the Library Technology Team reads the message, creates a
record in the Problem Tracking System, and sends a reply to acknowledge the
request. In most cases the acknowledgment will include an estimate of when
the problem can be resolved, the problem tracking number, and the relative
service priority assigned.
- The message will be forwarded to the appropriate member of the Library Technology team.
- The team member assigned to the problem will make contact with the
individual involved, and will schedule a time to work on the problem.
The problem will be diagnosed, the fix will be implemented, and
the results tested.
- Whether the problem is fixed remotely or on-site, the individual who originally
made the request will be notified and the problem will be closed in the Problem
Tracking System.
