The Vancouver Public Library has updated its help desk management software to assist its small IT team in fielding the questions of some 1,000 full and part-time staff. The library has been using Mississauga, Ont.-based HelpStar for the past 10 years. The latest version, 8.2, makes it easier for
the small support staff to know which fires to tend to first, which is important given that employees are spread out among the library’s central downtown and 20 branch locations, said systems support technician Davis Bordignon. “”When a request comes in we give it a priority, which is a medium one, and if it stays in there too long it will actually escalate it automatically,”” explained Bordignon.
Most of the problems reported to the library’s help desk are equipment-related, although there are always software and e-mail issues to resolve as well, he added. “”If they are of an urgent nature we have them call us but if they’re not urgent — like if one of their monitors dies and they have another monitor of the same type — they can just send in their request,”” he said. Although the VPL doesn’t use the software for asset-tracking, it is looking at using the software for training related purposes, said Bordignon.