Integrated Helpdesk

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Integrated Helpdesk
The Chiang Chen Information Commons integrates three important services on campus, Library, Information Technology, and Multimedia Services.  An integrated helpdesk staffed by experts from Library and ITSC provides a more convenient and efficient approach in providing service to students and faculty.  Users now can have their questions in the three areas answered centrally and directly. To encourage dialogue, more consultation space is provided at the helpdesk to allow users to discuss their queries with staff at the Chiang Chen Information Commons.

IC Helpdesk Service Hours (Term 1 & Term 2)

  Library Staff ITSC Staff / ITSC Student Helpers Student Services Ambassadors
Mon to Thur
11:00 AM - 2:30 PM -- --
2:30 PM - 7:00 PM --
7:00 PM - 9:30 PM -- --
9:30 PM - 12:00 AM -- --
Fri
11:00 AM - 2:30 PM -- --
2:30 PM - 7:00 PM --
7:00 PM - 9:30 PM -- --
Sat
9:30 AM - 12:30 PM -- --
1:30 PM - 5:45 PM -- --
5:45 PM - 8:00 PM -- --
Sun
1:00 PM - 5:30 PM -- --
5:30 PM - 12:00 AM -- --

IC Helpdesk Service Hours (Term 3)

  Library Staff ITSC / ITSC Student Helpers Student Services Ambassadors
Mon to Fri
5:00 PM - 7:00 PM -- --

Note: During summer period, services are provided by the circulation counter.

Staffing of the Integrated Helpdesk 

The Integrated Helpdesk is staffed by experts from the Library and ITSC to offer traditional reference service provided by the Library and technical support provided by the ITSC.  Student Services Ambassadors are available to assist in answering simple reference inquiries or providing basic technical support in using PCs or network printing.
 

Job Duties

Library Specialists: Professional librarians and experienced paraprofessionals supporting library reference activities. 
 
IT Support Specialists: ITSC staff providing technical support in computer hardware, software, multimedia production, and networking problems.
 
IT Student Helpers: ITSC part-time student helpers providing basic support to computer hardware, software, multimedia production, and printing problems.
 
Student Services Ambassadors: Part-time student helpers handling simple reference inquiries or providing basic support to computer hardware, software, and printing problems.
 

Skills and Requirements

All Helpdesk Staff:
  • Understand and enforce operating policies and procedures.
  • Understand the general operating environments of all computer systems available at the IC.
  • Understand all available applications and tools installed on the Knowledge Navigation and Creation Workstations.
  • Assist with answering basic reference inquiries on print and electronic library resources.
  • Assist with access to network resources: email, University Portal, Library website, WebCT, SCT Banner, etc.
  • Assist with basic IT troubleshooting.
  • Refer clients to the appropriate resources in the Library.
  • Refer clients to the appropriate expert support from Library, and ITSC.¬†
 
Library Specialists:
  • Broader subject reference service.
  • Expert knowledge in specific information resources in the Library Collection or online databases.
  • Expert knowledge in locating user required information from other libraries.
 
IT Support Specialists:
  • Intermediate troubleshooting and preventive maintenance to computer systems.
  • Expert knowledge in one specific computer programmes installed at the IC or Computer Laboratories.
  • Expert knowledge in using AV equipment and Multimedia Production Workstations at the IC.
 
Student Services Ambassadors / ITSC Student Helpers:
  • Good computer skills and hardware knowledge.
  • Ability to follow instructions from Library and IT Support Specialists at the Helpdesk.
  • Punctuality in reporting to duty.
  • Abiding by Library rules and regulations.