TSD Help Desk

TSD Help Desk objectives:

• Provide one point of contact for Technical Services Division (TSD) external customers to report processing problems and errors
• Provide one point of contact for staff within TSD to report the need for large scale database clean up. Large scale clean up is defined as database clean up that requires correcting more than 50 items on one record. The exceptions are problems with Check- In, Subscription, Order, URL, title changes, and items needing Original Cataloging. These problems are forwarded no matter how recently or long ago they occurred or how many records are involved
• Provide a timely response to reports from our customers
• Provide information to TSD managers for their use in addressing and resolving the sources of errors in divisional work processes

Help Desk functions:

• Receive Help Desk problems sent via mail or email.
• Perform a preliminary evaluation as to cause and sort problems accordingly
• Route “current” problems to appropriate TSD production group for correction
• Correct "old" problems in UMCP & USM catalogs as needed with the exception of Check- In, Subscription, Order, URL, title changes, and items needing Original Cataloguing and IPS “At the Bindery”. (If items are not in hand, these types are problems are forwarded for resolution to the correct team no matter how old.)
• Identify and report trends and/or patterns of problems directly to Production Group leader or report to TS Production Group Leaders / PLCT via ACDM PG Leader
• Collect statistics about corrections DBM team makes from help Desk problems

The TSD Help Desk is staffed first and foremost by the members of the Database Management Team. However, email to the TS Help Desk is also received and monitored by the Production Group Leaders, and the Director of Technical Services. When appropriate, answers may be provided by one of these members.

TSD Help Desk Questions and Answers

Follow this link to read some questions received by the TSD Help Desk, and the replies.

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