Help Desk Level Zero Provides User-Level Tech Support
Lynsie Dickerson, USAREC, Public Affairs Office
March 23, 2015
Computer users in USAREC with technology-related questions have a new resource: Help Desk Level Zero.
“Help Desk Level Zero is the initial support where the customer can troubleshoot his or her own software and hardware problem and resolve those issues without having to call, travel or send equipment, providing the user continues operations,” said Merle Collard, USAREC G6. “The recruiter can now resolve more problems at his own level.”
After logging into a GoArmy account, go to https://sites.google.com/a/goarmy.com/usarec-knowledge/ for the USAREC Incident Response Team site and https://plus.google.com/u/0/#communities/110245492801391670262 for the USAREC G6 Technical Support Community Page.
“On our Google site, we have a knowledge base on there that’s accessible to all GoArmy,” said Jim Hathcock, USAREC G6.
Content includes instructions for setting up tablets, creating USAREC alert messages, and downloading government employee home-use software, just to name a few.
The Technology Support Community Page includes forums where people can ask questions or give answers on a variety of topics. Answers may come from IT people or other users who happen to see someone’s question and are willing to give input.
“We’re providing them an environment and atmosphere that allows cross-knowledge in real time, in right-now scenarios,” Collard said.
Discussion topics on the page include tablets, smart phones, network concerns and cloud computing. G6 also posts to the page, Collard added, including bulletins, ideas, issues that are being experienced, and other announcements.
Allowing users to discuss issues and share solutions allows “self-maintenance,” he said, adding that the help desk also reduces down time and provides solutions that can be accomplished in a remote environment.
“This is really a very good learning environment,” Collard said. “We’re not only taking what the IT folks know, we’re taking what our community knows and adding that to an environment in which anyone can take it.”
Lynsie Dickerson, USAREC, Public Affairs Office
March 23, 2015
Computer users in USAREC with technology-related questions have a new resource: Help Desk Level Zero.
“Help Desk Level Zero is the initial support where the customer can troubleshoot his or her own software and hardware problem and resolve those issues without having to call, travel or send equipment, providing the user continues operations,” said Merle Collard, USAREC G6. “The recruiter can now resolve more problems at his own level.”
After logging into a GoArmy account, go to https://sites.google.com/a/goarmy.com/usarec-knowledge/ for the USAREC Incident Response Team site and https://plus.google.com/u/0/#communities/110245492801391670262 for the USAREC G6 Technical Support Community Page.
“On our Google site, we have a knowledge base on there that’s accessible to all GoArmy,” said Jim Hathcock, USAREC G6.
Content includes instructions for setting up tablets, creating USAREC alert messages, and downloading government employee home-use software, just to name a few.
The Technology Support Community Page includes forums where people can ask questions or give answers on a variety of topics. Answers may come from IT people or other users who happen to see someone’s question and are willing to give input.
“We’re providing them an environment and atmosphere that allows cross-knowledge in real time, in right-now scenarios,” Collard said.
Discussion topics on the page include tablets, smart phones, network concerns and cloud computing. G6 also posts to the page, Collard added, including bulletins, ideas, issues that are being experienced, and other announcements.
Allowing users to discuss issues and share solutions allows “self-maintenance,” he said, adding that the help desk also reduces down time and provides solutions that can be accomplished in a remote environment.
“This is really a very good learning environment,” Collard said. “We’re not only taking what the IT folks know, we’re taking what our community knows and adding that to an environment in which anyone can take it.”