COUNT PULASKI
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The SRS system is no longer in service.
Please contact the new Helpdesk system at: 340-8456
Pulaski County Information Systems is pleased to announce creation of a new Helpdesk system to assist you with your Information Technology needs! This new system is designed to provide better customer service and support.
Starting Monday, August 13th, IF YOUR DEPARTMENT AND/OR TECHNICAL NEEDS ARE CURRENTLY SUPPORTED BY PULASKI COUNTY INFORMATION SYSTEMS you will call 340-8456 if you need technical assistance. A member of our Helpdesk staff will assist with resolving your issue or assigning your issue to one of our technical analyst.
Below is a Q&A section about the system. However if you have additional questions please email me or call our main number at 340-8380.
Joseph Musgrove
Manager, Information Systems
Q&A:
Q: When do I start using the new Helpdesk phone number for technical assistance?
A: The new Helpdesk system including the Helpdesk phone number will be active Monday, August 13th, 8AM
Q: What phone number do I call for technical assistance?
A: 340-8456
Q: Why the new system?
A: Internal evaluation showed the current way of requesting, processing, and assigning technical assistance did not meet industry customer service standards. The new system is based on standard Helpdesk operations/systems used in both government and private sectors.
Q: What is the new Helpdesk system?
A: The new Helpdesk system is made up of both people and technology. It includes a staffed Helpdesk and a new Helpdesk computer program created by our staff to assist with assigning, tracking, and resolving technical issues.
Q: Can I still use the current "SRS" web-based system to request assistance?
A: No, after 5PM Friday, August 10th the "SRS" system will not be available. After this time you will need to call our Helpdesk to request assistance with technical issues. Future enhancements will include options to request technical assistance on-line. "So stay tuned"!
Q: My department is currently supported by another Information Systems department, will this change with the new Helpdesk system?
A: No, if you are under the support of another Information Systems Department you will continue to request assistance as you always have. In cases where Pulaski County Information Systems supports specific applications, (example: GEMS, Internet, Email, voicemail), you would call the Pulaski County Information Systems Helpdesk for support on these specific applications.
Q: How do I keep-up with my Helpdesk Request(s)?
A: Our Helpdesk staff will provide you with a case number. In addition, you will receive email confirmations with the case number and other information about your request(s) during the process.
Q: I called the Helpdesk number but got the Helpdesk voicemail, should I call back later?
A: No, go ahead and leave a detailed message to include your full name, department, contact number, email, and a detailed message about the problem. If our Helpdesk staff is busy with other customers or during non-business hours the system will send you to the Helpdesk voicemail queue. However, this voicemail is checked constantly during normal business hours you will be contacted by a Helpdesk staff member in as timely a manner as possible.
Q: If the issue I reported to the Helpdesk is no longer a problem or I have additional information about the issue reported, should I contact the Helpdesk again?
A: Yes, if you no longer need assistance with a reported issue or you have additional information about the issue, please contact the Helpdesk and let us know. If you get transferred to the Helpdesk voicemail leave a message with this new information.
Additional information can help our technical staff diagnose the issue more quickly. In the case where an issue is no longer a problem, reporting this to the Helpdesk allows reassignment of the technical analyst to the next request allowing for quicker response. Be sure to have your case number available when you call.
To report problems with the Email or Intranet system contact Information Systems at 340-8456 or
contact webmaster@co.pulaski.ar.us
© 2012 Pulaski County Information Systems
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