August 1999 -June 2000

Helpdesk Operative

Computer Centre Open University, Milton Keynes, UK

Manned the Network Control helpdesk within the Computer Centre of the Open University (OU), Milton Keynes, UK.

This helpdesk logged all problems with telecommunications, hardware and network operations within the Open University (OU) establishments throughout the UK.

Input all problems into databases and forwarded to relevant engineers and technicians when necessary, otherwise advised directly.

Since no properly documented procedures existed any spare-time was spent in compiling a Web Based  system for Helpdesk users detailing all necessary routines and procedures. This proved extremely useful when the original Network Control desk was disbanded and most activities were moved to the Computer Centre and routine helpdesk calls were answered by secretaries and non-trained operatives.  The whole Web based set-up was later adopted by the Computer Centre and integrated into the OU Web Page so most help could be self-generated.