Help Me Now!

We recently launched the Help Me Now service in MSIS

What does Help Me Now mean?


The Help Me Now title is self-explanatory. You get help, right now, here.







Where does Help Me Now fit within the organization?

Help Me Now will augment our existing services.  We have a great Service Desk and Support Delivery teams.  What was missing was a place where people can go, designed around their needs, and get the right type of support.  We can sometimes forget that regular people aren't comfortable with computers and IT, in general. That's where we come in, with great customer service in a low-stress, patron-centric environment.  We won't let you get Lost... (see what I did there?)


The Help Me Now locations:

The plan is to have several locations over time, of two types:  Popups and Permanent Locations.

Popups are stood up as needed, or for short periods of need.  Permanent Locations are there when you need them.  No appointments necessary, with an expectation that someone will be there to provide support when you need it.

To provide support to the Research Community,  a popup is in the Office of Regulatory Affairs (3112 MS1).  This site is available Wednesdays from 10-3.

A Permanent Location will open in NCRC Building 18 for the occupants of the NCRC buildings this summer.

More locations in the future.



Ok, so that's great, but what does this mean to our customers?

We are providing locations with the high-quality service that patrons need.  Services include configuration, security, encryption, item checkout, computer sales, and more.

If I were to pick a model, I would look to Apple's successful melding of high quality, low stress, helpful service environment.  You get help, right now, here.  End of story.

But, unlike Lost, it's not the end of the story.  It's the beginning.  There are many things we plan on doing with the service.  Some things are going to work better than others, but we plan on identifying and determining the value, in quick iterative cycles.  That's IT jargon for a simple question:

Where can I go to get help with my computer needs?

Help Me Now, of course.