January 17, 2002
Help for the help desk: Computer specialists create, will share tracking system
Computer specialists in many departments feel like the proverbial boy with his finger in the dike—except, all too often there are too many holes and not enough fingers.
Joel Levin and his colleagues in the Department of Environmental Health have found a way to make life a little easier for the beleaguered computer specialist and his or her many clients. They have created a Web-based system for reporting and tracking problems on desktop computers in the department, and they’re willing to share it with others on campus.
Environmental Health has more than 400 computers, serving the needs of faculty and staff and keeping data for important research projects. Levin, a senior computer specialist, and research scientist Neil Horike provide technology support. “But we always felt like we were just doing damage control,” Levin says. “We’d find out about problems that people were having with computer systems when we were grabbed as we walked down the hall in the department.”
Department Chair Dave Kalman challenged Levin to find a better way to manage these resources. He challenged him to create an online system that would be easy to use and provide better information for both the clients and support people.
Today, this system is the accepted method for reporting computer problems in Environmental Health. Users first must decide if their problem is an emergency—such as when a computer is unable to print, can’t use e-mail, or prevents completion of a task that has an urgent deadline. Calls on these matters will go to Levin or Horike immediately.
Users with less urgent needs will fill out an online form, specifying the nature of the problem. They can choose from one of 18 major categories of problems, and also write a detailed description of how their system is malfunctioning. The completed form becomes part of an electronic database, accessible by Levin and Horike, who receive an incident report the moment the form is sent. Users also receive an e-mail acknowledgment that their problem has been reported, along with a work order number.
Levin and Horike now are aware of all reported computer problems and can go about addressing them systematically. They can examine all reported problems and decide which need the most immediate attention. When they resolve a problem, it is noted on the incident report and the resolution is reported to the user.
Levin designed the system to produce monthly reports on problems and how long it takes to resolve them. By agreement with Kalman, a problem should be resolved in four days; if it takes longer, there must be extenuating circumstances.
“The response from people in the department has been overwhelmingly positive,” Levin says. “I give credit to Dave Kalman and to Jean Garber, our administrator, who work hard to create an efficient department and a pleasant work environment. Jean is genuinely concerned about how to get things done right. She is concerned about how people get along, how they’re treated and that they fit into the organization.”
Levin also credits Horike as “one of the most experienced senior technology support people in the University. He has been very helpful to me, sharing his knowledge and expertise.”
Levin is happy to share his computer support system with any department that is interested. It requires that the department operate its own server. The system will work with either PCs or Macs. For more information, contact Levin at 206-616-8108 or levin@u.washington.edu.
