Help Desk
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Help Desk |
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IT Support |
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Help Desk
Purpose
The FDP CUSP Sharing Site Help Desk Team is responsible for responding to end user requests for new FDP CUSP sharing site Institutional Representative accounts by creating the account and providing “getting started” information for the new user. Additionally, the Help Desk is responsible for responding to general inquiries about using the site and, if needed, for escalating inquiries to another team. This document provides how-to information in the provision of that support so that end users have a consistent experience when working with CUSP and requesting support.
Current Activities/Initiatives
The Help Desk is currently recruiting new team members to assist users once the pilot phase launches, as well as to provide input during the beta development phase of the sharing site. We are putting together help documents to assist users on how to use the sharing site, to prepare for the pilot phase launch, as well as set up a rotation of team members who can help respond to questions in a timely and consistent fashion. Lastly, we are establishing internal procedures to ensure consistent help is provided to all users, and collaborating with other teams as needed, to ensure there are no gaps or unmet needs for CUSP users as development moves forward.
The Help Desk
Co-Chairs:
- April Ripka, Penn State University
- Julie Sharp, University of California San Francisco
Key Team Members:
- Maureen Corby, Memorial Sloan Kettering Cancer Center
- Susan Glowacz, Indiana University
- Cara Hageman, Iowa State University
- Melanie Lucas, Penn State University
- Obed Rutebuka, Loma Linda University
- Stephanie Trout, Virginia Tech
- YOU! Join us!
Are you interested? Come join the CUSP Help Desk Team!
Many hands make light work and serving on this group allows members to increase their familiarity with CUSP. Member duties would be to staff the help desk, e.g. answer general inquiries, set up new accounts, escalate tech issues, etc. Each team member will sign up for a shift on a shared calendar, and you can also help draft/review site and user documentation. Are you interested? Contact one of the Co-Chairs (above), or you can also email cusp@thefdp.org.