Need speedy computer help? Just dial 408-453-HELP (4357)

A new automated phone system will ensure COE employees' computer questions and concerns are addressed more quickly and efficiently.

Set to debut in coming months, the Technology Services Branch Help Desk's Automated Call Distribution (ACD) system has many features that will lead to speedier service.

Say goodbye to leaving a voice message and awaiting a response when all Help Desk Specialists are busy. Instead, callers to 408-453-HELP (4357) will be placed in a call queue for the next available Help Desk Specialist after choosing an option from a series of menu choices. Callers will have an option to leave a voice message, while still maintaining their spot in line.

The new ACD has many other benefits for COE employees:

Receive system outage notifications, status updates and instructions without waiting to speak to the Help Desk directly
Know your queue position and approximate wait time
Enter an existing service request number for automatic routing to the TSB employee handling the request
Receive overall improved service: Help Desk staff can identify call trends for recurring issues and find ways to proactively help users

TSB is currently testing the new system, and needs employee help!

Over the next four weeks, one caller to 408-453-HELP (4357) will be randomly selected each week to receive a Starbucks gift card as a token of TSB's appreciation for helping during this testing process. Users are also encouraged to send feedback by email.

Date last updated: April 11, 2011