July marks the launch of PC and Network Support Services offered by Wisconsin Valley Library Service. Please see this PDF for more information. Shaun Howard, our Technology Support Specialist, has been helping us prepare for this launch. Shaun brings several years of helpdesk support expertise, as well as a strong skillset in the areas of PCs and Networking.
Our primary channel for initiating support requests is via email to firstname.lastname@example.org which will automatically create a support ticket in our Spiceworks helpdesk system. Over the past 6 months, we’ve been guiding people to that address so for many of you the email@example.com address and the Spiceworks formatted responses are becoming familiar. We will continue to improve on our internal process and support workflow and will also be helping our end users (you the library directors and staff members) to manage your own support requests with the Spiceworks User Portal, http://support.wvls.org/portal (currently accessible from within our WAN).
Our primary support phone line is 715.261.7254. WVLS technology staff who are out of the office or otherwise unavailable will be forwarding their lines to this number in order to better manage the flow of incoming calls. All support requests, whether initiated by emailing firstname.lastname@example.org or by calling one of our technology staff members, will have a support ticket generated; automatically if by originated email or the User Portal, or manually if originated by a phone call or other means.
We’re looking forward to working more closely and directly with our member libraries to offer PC and Networking Support Services and help ease technology related budget concerns across the system.
Joshua Klingbeil – IT Director
Wisconsin Valley Library Service