Apologies for the delay in response: below are the summarised replies from
a disappointing 4 libraries which replied to my initial enquiry:
3 out of 4 of the responses had had a positive experience of merging their
library enquiry point(s) with their IT Helpdesk. Main points made were:
Staffing
* 1 service staffed the desk with a wide range of staff (including IT
support officers, IT assistancts, technicians, Assistant Librarian, Senior
Library Assistants, IT training staff (small campus where everyone pitches
in).
* 1 service used Helpdesk officers (clerical grades) with library
staff (clerical grades),a team of postgraduate students, plus Academic
Related staff (library and IT) to staff several merged desks on different
sites.
* 1 service used Academic Related staff.
* 1 service used Academic Related staff (1 lib +1 IT)
Comments about staffing:
* both Helpdesk and support staff took time to adjust to using
Helpdesk software
* problems initially when system and staff were new
* all desk staff need increased training
* Works well after initial wobbly period! Most staff can now answer
the majority of questions with more difficult/technical/specialised
information enquiries being referred to relevant person.
* Majority of staff enjoy the variety of questions and like working
with a wider range of people
* Some don't like the IT based questions but there was a feeling this
was due to lack of confidence rather than lack of knowledge.
* resistance from Computing staff about being seen as part of the
library. Felt cut off from their IT colleagues and isolated when faced with
IT enquiries outwith their knowledge.
* Concerns from IT people that their telephone fault service would
suffer if IT desk person had to deal with face to face enquirers too.
* perhaps it would have worked if we had had more staff
Handling of telephone enquiries
* dealt with person on duty at Helpdesk x 2 . Voicemail system for
busy times.
* main help desk has 3 phone lines in a "hunt group" with a single
phone number. When all lines are busy or engaged the call goes to a single
voicemail box where messages can be left. One desk gives priority to phone
queries and logging them
* telephone service ended up being moved from desk back into a back
office where staff would not be interupted by face to face enquiries. Also
relocated from library back to computing where senior IT people and support
staff were located.
Other methods of contacting the Helpdesk
* single email contact address x 3
* web forms x 1
Helpdesk software used:
* SupportMagic
* Sunrise
Problem areas:
* students tend to see the converged Helpdesk as an IT facility only
and library/general information enquiries go to the wrong desk
* staff had proved resistant to change and relocation to library.
* difficulties involved in answering telephone enquires (and logging
them on helpdesk software) while also dealing with users face to face
Many thanks to those who responded. At Stirling we are going through the
initial stages of assessing the volume and type of enquiry handled at each
point as well as conducting user satisfaction surveys. We hope from these
results to be able to make a decision as to whether it will be worth merging
our points. Any more feedback from Lis-Linkers welcome!
Tricia
Tricia Davey
Library Information Officer
The Library
University of Stirling
FK9 4LA
Tel: (01786) 467233
E-mail: [log in to unmask]
%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%
|