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Whenever possible staff members should report their problems or questions to their department's PC Liaison before reporting it to the Virtual Help Desk. If the PC Liaison is not available or can not answer the question, the staff member should then contact the Virtual Help Desk.
All staff are expected to familiarize themselves with relevant online help, computer-based training resources, and documentation for all software and hardware used to perform their job functions.
Staff members should gather relevant and helpful information prior to contacting the Virtual Help Desk. This will help staff describe their problem, and help the Virtual Help Desk staff member diagnose the problem more quickly.Relevant and helpful information includes:
the
name of the software you are using
a
description of the problem
the
exact wording of any error messages
a
description of what you were doing at the time the problem occurred.
