Gemini Preprint #56

Distributed User Support and the Gemini Observatory HelpDesk

S. Chan and P. J. Puxley
Gemini Observatory Northern Operations Center, 670 N. A'ohoku Place, Hilo HI 96720


The Gemini Observatory HelpDesk was activated in early 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.

To appear in Proc. Proc. SPIE 4010, "Observatory Operations to Optimize Scientific Return".

Download the PDF file.

Ruth A. Kneale / / March 28, 2000