helpdesk/support

Ingrid Evans and Andy Richardson are the newly appointed NLH Digital Library Service Managers. They are currently going through induction, but have eagerly started their work. A priority area is to establish an NLH helpdesk/support system and an assessment of our needs and options are being drafted.Until the NLH helpdesk is established, please feel free to contact either Ingrid or Andy with any NLH related technical difficulty and they will try to resolve these. A page will shortly be available on the 'for librarians' detailing what steps service managers need to take to seek help/support. There are currently three areas for help/support:

1. NLH resources and service will be managed by Ingrid and Andy
2. The NCCG mailing list remains the forum for reporting NCCG issues (i.e. for Proquest, MyiLibrary, Dialog, Images MD and BioMed Central issues)
3. Local technical issues are managed by SHA leads or IT managers (as appropriate)

If you are not sure who to report to, the Service Managers will point you in the right direction or refer issues for you.When contacting Ingrid or Andy, the same rules apply as with any helpdesk, i.e. please provide as many details as you can to help resolve your issue e.g. details of error messages, the specific resource details, how and where you are accessing the resource from (home or work) and how long you have experienced difficulty.Although we do not wish to stop people emailing technical issues to general email lists, this may not be the quickest way for the Digital Service Managers to offer help/support.

Ingrid's and Andy's emails are:

Ingrid Evans - ingrid.evans@nhs.net
Andy Richardson - andy.richardson2@nhs.net


Thanks
Colin