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About the Help Desk
Mission
The Mission of the VUMC Help Desk is to provide superior computer support to the Vanderbilt community, utilizing triage methods and first level operational support, contributing to quality patient care, superior learning environments and world class research and development. Triage methods include sorting and classification of problems to determine priority of need and proper assignment for resolution at the second level of support. |
Origin - Hours - Support
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The VUMC Help Desk was started in November of 1992 and was staffed by a single Help Desk operator during the hours of 7:00 a.m. - 4:00 p.m. |
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All Help Desk problems are logged into a common database. Problems that cannot be resolved by Help Desk staff are assigned to the appropriate support group. |
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The VUMC Help Desk is currently staffed by seventeen Help Desk Operators serving over 13,000 active users. Help Desk phones are answered 24 hours a day seven days a week. |
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For a complete list of fully supported services and applications, see the Service Level Agreements page. |
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New Developments
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On March 4th, 2004, the VUMC Help Desk posted a method for users to submit Service Calls directly Self Service
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On November 4th 2002, the VUMC Help Desk began phase I for the implementation of a new Problem Tracking, Change and Asset Management system. The new software will provide increased automation, knowledge base functionality, web based service call reporting, enhanced problem trending tools, as well as Change and Asset management tracking. Phase II was initiated on March 12th, 2003 and includes the assignment of work to Workgroup Specialists. More information on the project can be found at the HP Project website.
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