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Proceedings Paper

Distributed user support and the Gemini Observatory help desk
Author(s): Simon Chan; Phil J. Puxley
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Paper Abstract

The Gemini Observatory HelpDesk was activated early in 2000 to aid in the rapid and accurate resolution of queries concerning the Gemini telescopes and their capabilities. This system co- ordinates user support amongst staff within the Observatory and at National Offices in each partner country. The HelpDesk is based on a commercial product from Remedy Corporation that logs, tracks, forwards and escalates queries and self- generates a knowledgebase of previously asked questions. Timestamping of these events in the life cycle of a request and analysis of associated information provides valuable feedback on the static web content and performance of user support.

Paper Details

Date Published: 25 July 2000
PDF: 9 pages
Proc. SPIE 4010, Observatory Operations to Optimize Scientific Return II, (25 July 2000); doi: 10.1117/12.392479
Show Author Affiliations
Simon Chan, Gemini Observatory (United States)
Phil J. Puxley, Gemini Observatory (United States)

Published in SPIE Proceedings Vol. 4010:
Observatory Operations to Optimize Scientific Return II
Peter J. Quinn, Editor(s)

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