Who Ya' Gonna Call?...Helpdesk!

Date: 11/1/2002
Contact: Wendel Sloan at 505.562.2253
Reporter: Shane Brown

PORTALES – When any of Eastern New Mexico University's staff or faculty have problems with their computers, software or telephones, they call the Helpdesk in the University Computer Center.

If the question cannot be solved over the phone, the Helpdesk dispatches an employee faster than the Pony Express to help the client in distress.

"We have a perception on the quality of work we do, but we want to know what others' perspectives are," says Becky Lopez, Instructional Technology Services (ITS) Client Support supervisor.

The Helpdesk logs every call they receive. After the service requested is completed, the Helpdesk makes a follow-up call, asking questions about how the job was done and how satisfied the customer is.

The reason for the follow-up calls is to improve the service, according to Ron Obenhaus, ITS Academic Computing and Support Services manager. "We want to provide the best possible service we can," said Ron. According to Ron, 99.9 percent of the customers report "total satisfaction."

The Helpdesk extension is 4357 (H-E-L-P), or e-mail helpdesk@enmu.edu. The hours are Monday through Thursday from 7:30 a.m. to 5:30 p.m., and on Friday from 7:30 a.m. to 5 p.m.

Mick Hoffman, ITS Client Support specialist, comes to the rescue of a customer engaged in a heated argument with her computer. Mick, who flew secret missions during Viet Nam, was able to calm the customer and computer down.
(photo by Richard Salas)