FCC1W), and FAX. We strongly encourage you to send your requests via the Web or email, when appropriate. Email (including that which comes via the Web) is checked continuously throughout the day.
Hours: Monday-Friday 9:00am-5:00pm (except Fermilab holidays)
Location: FCC1W in the Data Center
Email: helpdesk@fnal.gov
WWW:
http://fndcs00.fnal.gov/groups/HelpDesk/hd-input.html
Phone:
630-840-2345
FAX: 708-840-3785
First-level support is provided by the Data Center's Help Desk team:
Linda Blomberg
Tim Stepanek
Tom Bozonelos
Tom Wille
Second-level support is provided by the entire Computing Division staff, and computing liaisons from experiments and other sections. Any problems, suggestions, or general questions concerning the Help Desk service should be directed to:
Rich
Thompson
Group Leader,
Data Center Services
richt@fnal.gov
630-840-4846
The Help Desk service is provided for all Fermilab users. Priority will be given to mission-critical requests. There is no chargeback for using the Help Desk. However, those requiring extensive Computing Division resources will need to submit an MOU to the Division.
The main emphasis of support is on maintaining central systems and networks, and ensuring that Fermilab-supported software is available and in a usable condition. The Help Desk will attempt to answer or field any computer-related question, however requests which impact only one individual will normally be considered lower priority.
The Computing Division currently supports the following platforms:
UNIX (primarily AIX, IRIX, and Sun)
MacOS
Windows Windows NT
VMS (which is being phased-out)
VM (used by Business Services; also being phased-out)
When a request (question or problem report) arrives at the Help Desk, it is entered into the FAR (Fermi Action Request) tracking system. The Help Desk will either resolve the request (answer a question/correct a problem) or forward it to someone who can. Either way, the Help Desk continues to maintain "ownership" of the request. This means that the Help Desk will keep the user informed, and "nag" the responsible parties if necessary. Once a request enters the system, it cannot be closed without some type of resolution. A resolution can be an answer, a repair, a bug fix, a work-around, or (in rare cases) a determination that the Computing Division will not handle the request. The user will be informed of the resolution and closure of the request. If the user feels, upon receiving notice of the closure, that the request has not been resolved; the user should contact the Help Desk to have the request re-opened.
The Help Desk service will continue to adapt to future technologies and missions of the laboratory, and respond to the changing needs (but not necessarily all "wants") of the user community. With current budget and personnel cuts, the Help Desk is especially anxious to target those areas which will most benefit the mission of the laboratory. Staff training and development will also continue to be a high priority with the primary emphasis being on improving service to the users.
Please direct suggestions and/or questions concerning future directions of user support to:
Rich
Thompson
Group Leader,
Data Center Services
richt@fnal.gov
630-840-4846