In a field that can sometimes feel unrewarding, due to the amounts of complaints and issues received on a daily basis, the White Sands Missile Range’s Advanced Systems Development Help Desk continues to excel the workforce’s expectation in customer service, computer knowledge and timeliness.
WSMR’s Help Desk always works diligently to solve the workforce’s inevitable computer issues.
WSMR Help Desk Analyst Pat Cedillos, who has been working at WSMR since 1994 and with Advanced Systems Development since 2011, said her line of work definitely keeps her busy. She said there are a lot of misconceptions about how the help desk works and what their ultimate goal is.
“We want to help the (workforce)…we’re not here to make customers unhappy,” Cedillos said. “We want to look good and we want our workforce to look good. We want you back in business as quickly as possible.”
If an issue cannot be fixed by an analyst like Cedillos, a trouble ticket is then developed. There is a deadline on the ticket as soon as it is created. Cedillos said the deadline helps them to work on the issue effectively and as a team.
“We have to be efficient because of the turnaround time we have to resolve a problem, we do everything we can to meet that,” Cedillos said. “We are a team. If anything we’ve got each other’s back. We go to each other with questions.”
WSMR Service Desk Manager Joshua Blair attributes the help desk’s ability to effectively manage issues to the relationship the help desk personnel has built with the workforce.
“It’s easy to have a one on one relationship with the users. You don’t have to jump through hoops for a solution because, usually, the solution is at the first call,” Blair said.
He said he has several years of knowledge within his staff, which is shared with fellow personnel throughout the organization. He said the type of effective communication his team has trickles down to the workforce whenever they call in for assistance.
The type of calls the help desk receives vary based on the time of the year and the type of updates that are implemented. Usually, their busiest day of the week is Tuesday, for reasons even Cedillos can’t explain.
“That day has become one of the days that hurts,” Cedillos said.
Their busiest time of the year is at the end of the fiscal year and when a new update is rolled out. Blair said the most recent issues they have seen has been concerning the Office 2013 update and whenever they implement new Java software updates.
Before calling the help desk, when faced with an issue it is recommended to restart your computer to see if that fixes the issue. The only exception, Cedillos said, is when you believe there is a virus on your computer because that can sometimes make the situation worse. Cedillos also stressed the importance of reading global messages that pertain to your computers and information assurance training.
What’s important for the workforce to understand, Cedillos said, is that sometimes the Help Desk has to say no because of Army regulations that must be followed.
“We’re limited in some of the things we can do,” Cedillos said. “It would be nice if people can understand why sometimes all we can say is ‘no’.”
The workforce can assist the help desk in reducing the amount of calls they receive on a daily basis by ensuring they perform one practice before the end of the day. Blair said it is vitally important for the workforce to restart their computer, input their bitlocker key and wait for the green screen to come out before leaving end of the day. Blair said there are several updates that occur on a weekly basis and performing this practice will help reduce any computer issues for the user.