SLAC logo Desktop Trouble Call Help Model

22 April 2003

SLAC Welcome NT Home Help

The following are the reasons for SLAC's desktop trouble call help model:

  1. SCS cannot possibly take care of day-to-day crisis for more than 1600 NT and 250 Linux desktop computers. The SCS Desktop Support and Windows Infrastructure group is only several people who must deal with server-side and central services. Having the 50 department computer support personnel take the first-line troublecall before forwarding to SCS makes the day-to-day work manageable, and establishes an on-going working relationship
  2. Client-side troublecalls are best understood by local department computer support people. Even when SCS helps out in crisis, we do not want to bypass the department computer support person. We would prefer to be contacted and directed by the department support person, and not by users if possible. If we leave the department support person out of the loop, this just undermines the communications between the local support person and the on-going support he/she is expected to give to the department. 

We will back up the department computer support person with client-side troublecall support. But if the help is more than casual, the department will be charged back for the hours of work.

When the department computer support person is not available for crisis troublecalls, the user can ask SCS and the Help Desk to send in the backup client-side help that SCS can offer. This model is based on departments providing enough resources and support for their department computer support personnel to be the first-line troubleshooting and support for local desktop computers, and be point-of-contact to SCS. This provides support for distributed computing via a distributed support model.

Owner: Desktop-Admin
Andrea Chan