25 July 2000 Distributed user support and the Gemini Observatory help desk
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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.
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Simon Chan, Phil J. Puxley, "Distributed user support and the Gemini Observatory help desk", Proc. SPIE 4010, Observatory Operations to Optimize Scientific Return II, (25 July 2000); doi: 10.1117/12.392479; https://doi.org/10.1117/12.392479
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Gemini Observatory

Databases

Telescopes

Observatories

Astronomy

Interfaces

Navigation systems

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