September 30, 2014

Changes to help desk service beginning tomorrow

Beginning Oct. 1, support of clinical workstations and a portion of the IT Help Desk will transition to Dell. The transition of support for clinical workstations should be seamless with minimal visible changes. The Help Desk will be composed of two groups, the Vanderbilt-staffed Clinical Application Support Team and the Dell-staffed Technical Service Desk.

Users will still call 343-HELP to receive assistance from the Help Desk, but a few minor changes will go into effect. The Help Desk will now be known as the “Vanderbilt IT Help Desk,” and a short recording will help users navigate to the correct help desk. As services transition, Dell staff members will continue to work with Vanderbilt to ensure they are meeting service expectations.

The below diagram depicts the two options callers will use to connect to the appropriate help desk.