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Informatics:
Information Services
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Desktop Support
At the present time the department of psychiatry has outsourced all of our
desktop support to MCIS. This lowers our costs while allowing the department
to offer 24/7 support.
Anyone needing computer support should direct their calls to the MCIS help
desk at 684-2243. If the 1st level help desk cannot solve the problem, the call
will be escalated to 2nd level. If 2nd level cannot solve the problem, the call
will be escalated as follows: all calls meeting the criteria of
"Urgent" will be forwarded to Firewatch; any calls with a
"Normal" priority will be forwarded to the appropriate Network Support
person. In the case of Psychiatry, that will be Peter or Steve. We will then
have an electronic call ticket with all the help desk info on it so we can be
prepared to fix the problem when we respond to the call, and detail the actions
we took to fix the problem.
Using the help desk as the 1st resource to remedy computer problems will
accomplish the following goals:
1. It assures that your call is answered and has action taken. If the user
calls or pages me directly, and I'm on vacation, sick, etc., they won't get a
response. Using the help desk assures that someone will respond to the problem
and come to fix the problem if necessary.
2. It provides a consistent format for organizing computer support
tasks....i.e., I don't have to check call tickets from the help desk and check
my email and my voice mail and pages, etc. I can be sure I cover all calls by
checking one source.
3. When Peter is doing a MCIS rotation (firewatch), he won't be able
to respond to calls/pages made directly to me except for ones that come
directly via the help desk.
4. The help desk really can solve some of the problems if given a chance,
and it can be a faster way of getting the problem fixed than by trying to get
in touch with me. The Psychiatry Department has approximately 560 users at any
given time. If Peter is helping one user, chances are it may be some time
before he can get to another user, but the help desk/firewatch combination may
be able to give faster service.
5. We pay for the help desk, we should use them.
If you have problems please call MCIS at: 684-2243
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CRIS -
Comments / Questions / Bugs
- Ken Gersing, MD
Medical Director of Information Services
Duke University Medical Center
Box 3018
Durham, NC 27710
(919) 684-0103 Phone
(919) 681-7668 Fax
gersi001@mc.duke.edu
CRIS - Support
/ Training
- All new users are required to have a training
session (approx. 1 hr.)
- For help or training call Bob Goggins at
684-6984 or email him at goggi001@mc.duke.edu
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