CINXE.COM

<!DOCTYPE html PUBLIC "-//W3C//DTD XHTML 1.0 Transitional//EN" "http://www.w3.org/TR/xhtml1/DTD/xhtml1-transitional.dtd">     <html xmlns="http://www.w3.org/1999/xhtml" lang="en" xml:lang="en" xmlns:og="http://ogp.me/ns#" xmlns:fb="http://ogp.me/ns/fb#"> <head> <title>The new Service Desk - CERN Document Server</title> <link href='https://framework.web.cern.ch/framework/2.0/fonts/PTSansWeb/PTSansWeb.css' rel='stylesheet' type='text/css' /> <link rel="stylesheet" href="https://cds.cern.ch/img/invenio.css?v=20141127" type="text/css" /> <link rel="stylesheet" href="https://cds.cern.ch/img/cern_theme/css/cern_theme.css?v=20141127" type="text/css" /> <link rel="stylesheet"href="/css/font-awesome.min.css"> <meta http-equiv="X-UA-Compatible" content="IE=Edge"/> <link rel="stylesheet" href="https://cds.cern.ch/img/cern_toolbar/css/toolbar.css" type="text/css" />    <link rel="canonical" href="https://cds.cern.ch/record/1326295" /> <link rel="alternate" hreflang="el" href="https://cds.cern.ch/record/1326295?ln=el" /> <link rel="alternate" hreflang="fr" href="https://cds.cern.ch/record/1326295?ln=fr" /> <link rel="alternate" hreflang="bg" href="https://cds.cern.ch/record/1326295?ln=bg" /> <link rel="alternate" hreflang="zh-TW" href="https://cds.cern.ch/record/1326295?ln=zh_TW" /> <link rel="alternate" hreflang="pt" href="https://cds.cern.ch/record/1326295?ln=pt" /> <link rel="alternate" hreflang="no" href="https://cds.cern.ch/record/1326295?ln=no" /> <link rel="alternate" hreflang="hr" href="https://cds.cern.ch/record/1326295?ln=hr" /> <link rel="alternate" hreflang="ca" href="https://cds.cern.ch/record/1326295?ln=ca" /> <link rel="alternate" hreflang="de" href="https://cds.cern.ch/record/1326295?ln=de" /> <link rel="alternate" hreflang="it" href="https://cds.cern.ch/record/1326295?ln=it" /> <link rel="alternate" hreflang="zh-CN" href="https://cds.cern.ch/record/1326295?ln=zh_CN" /> <link rel="alternate" hreflang="sv" href="https://cds.cern.ch/record/1326295?ln=sv" /> <link rel="alternate" hreflang="sk" href="https://cds.cern.ch/record/1326295?ln=sk" /> <link rel="alternate" hreflang="en" href="https://cds.cern.ch/record/1326295?ln=en" /> <link rel="alternate" hreflang="pl" href="https://cds.cern.ch/record/1326295?ln=pl" /> <link rel="alternate" hreflang="ru" href="https://cds.cern.ch/record/1326295?ln=ru" /> <link rel="alternate" hreflang="ka" href="https://cds.cern.ch/record/1326295?ln=ka" /> <link rel="alternate" hreflang="ja" href="https://cds.cern.ch/record/1326295?ln=ja" /> <link rel="alternate" hreflang="es" href="https://cds.cern.ch/record/1326295?ln=es" /> <link rel="alternate" type="application/rss+xml" title="CERN Document Server RSS" href="/rss?ln=en" /> <link rel="search" type="application/opensearchdescription+xml" href="https://cds.cern.ch/opensearchdescription" title="CERN Document Server" /> <link rel="unapi-server" type="application/xml" title="unAPI" href="https://cds.cern.ch/unapi" /> <link rel="apple-touch-icon" href="/apple-touch-icon.png"/> <link rel="apple-touch-icon-precomposed" href="/apple-touch-icon-precomposed.png"/> <meta http-equiv="Content-Type" content="text/html; charset=utf-8" /> <meta http-equiv="Content-Language" content="en" /> <meta name="description" content=" " /> <meta name="keywords" content="CERN Document Server, WebSearch, CERN Document Server" /> <script type="text/javascript" src="https://cds.cern.ch/js/jquery.min.js"></script>  <link rel="stylesheet" href="https://cds.cern.ch/img/webnews.css" type="text/css" />  <script type="text/javascript" src="https://cds.cern.ch/js/webnews.js?v=20131009"></script> <meta property="fb:app_id" content="137353533001720"/> <script type="text/x-mathjax-config"> MathJax.Hub.Config({ tex2jax: {inlineMath: [['$','$']], processEscapes: true}, showProcessingMessages: false, messageStyle: "none" }); </script> <script src="/MathJax/MathJax.js?config=TeX-AMS_CHTML" type="text/javascript"> </script>  <meta content="The new Service Desk" name="citation_title" /> <meta content="" name="citation_author" /> <meta content="" name="citation_firstpage" /> <meta content="3" name="citation_firstpage" /> <meta content="CERN Bulletin" name="citation_conference" /> <meta content="2011/02/02" name="citation_publication_date" /> <meta name="citation_online_date" content="2011/02/02"> <meta content="BUL-GI-2011-009" name="citation_technical_report_number" />  <meta content="The new Service Desk" property="og:title" /> <meta content="website" property="og:type" /> <meta content="https://cds.cern.ch/record/1326295" property="og:url" /> <meta content="CERN Document Server" property="og:site_name" /> <meta content="The Service Desk as single point of contact will replace the IT Help Desk and the SEM Support Help Desk as of the 15 February. In a joint effort to improve the services provided by IT and GS Departments, the following changes will be introduced as of the 15 February: One phone number to remember: 77777; &nbsp; You will be provided access to a Service Portal from the CERN Home page under the heading &ldquo;Services&rdquo;. This Service Portal allows &lsquo;google like&rsquo; searching as well as the creation of service requests (such as: painting) and incident tickets (such as: printing); &nbsp; A service counter will welcome you on the 2nd floor of Building 55 and help you between 7h30 and 18h30 during CERN working days; &nbsp; Emails to computing.helpdesk@cern.ch, sem.support@cern.ch or to similar &lsquo;support-line&rsquo; email addresses will be handled as before. Below the surface a lot is changing (new tool including a service portal, new process, new people), and consequently there is a significant risk that not everything will be perfect from day one. We kindly ask for your understanding that we may face some teething problems in the first weeks. We would very much appreciate it if you could send your feedback and suggestions to service-management@cern.ch" property="og:description" /> <meta content="Une nouvelle Centrale de services (Service Desk) remplacera le Help Desk du d&eacute;partement IT et le Help Desk SEM Support &agrave; partir du 15 f&eacute;vrier. Ces services des d&eacute;partements IT et GS seront r&eacute;organis&eacute;s de la mani&egrave;re suivante : Un seul num&eacute;ro de t&eacute;l&eacute;phone : le 7777; Vous pourrez acc&eacute;der au Portail de services depuis la page principale du CERN, sous l&rsquo;onglet &laquo; Services &raquo;. Le Portail de services permettra d&rsquo;effectuer des recherches ouvertes, comme sur un moteur de recherches, et de cr&eacute;er des demandes de service (p. ex. peinture) et des tickets d&rsquo;incidents (p. ex. impression); &nbsp; Un guichet de services vous accueillera pour r&eacute;pondre &agrave; vos demandes au 2e &eacute;tage du b&acirc;timent 55 de 7 h 30 &agrave; 18 h 30 du lundi au vendredi. &nbsp; Le traitement des courriels envoy&eacute;s aux adresses computing.helpdesk@cern.ch, sem.support@cern.ch, ou aux autres adresses de service reste inchang&eacute;. Cette r&eacute;organisation entra&icirc;ne beaucoup de changements (nouvel outil, notamment un portail de services, nouveau processus, nouvelles personnes) et il est fort probable que tout ne sera pas parfait au d&eacute;but. Veuillez nous excuser des d&eacute;sagr&eacute;ments qui pourraient survenir durant les premi&egrave;res semaines. N&rsquo;h&eacute;sitez pas &agrave; nous faire part de vos commentaires et suggestions &agrave; l&rsquo;adresse suivante : service-management@cern.ch" property="og:description" />  <meta content="summary" name="twitter:card" /> <style></style> </head> <body class="CERN32Document32Server search" lang="en">  <div id="cern-toolbar"> <h1><a href="http://cern.ch" title="CERN">CERN <span>Accelerating science</span></a></h1> <ul> <li class="cern-accountlinks"><a class="cern-account" href="https://cds.cern.ch/youraccount/login?ln=en&referer=https%3A//cds.cern.ch/record/1326295%3Fln%3Den" title="Sign in to your CERN account">Sign in</a></li> <li><a class="cern-directory" href="http://cern.ch/directory" title="Search CERN resources and browse the directory">Directory</a></li> </ul> </div>   <div role="banner" class="clearfix" id="header"> <div class="header-inner inner"> <hgroup class="clearfix"> <h2 id="site-name"> <a rel="home" title="Home" href="/"><span>CERN Document Server</span></a> </h2> <h3 id="site-slogan">Access articles, reports and multimedia content in HEP</h3> </hgroup> <div role="navigation" id="main-navigation" class="cdsmenu"> <h2 class="element-invisible">Main menu</h2><ul class="links inline clearfix"> <li class="menu-386 first active-trail"><a class="active-trail" href="https://cds.cern.ch/?ln=en">Search</a></li> <li class="menu-444 "><a class="" title="" href="https://cds.cern.ch/submit?ln=en">Submit</a></li> <li class="menu-426 "><a class="" href="https://cds.cern.ch/help/?ln=en">Help</a></li> <li class="leaf hassubcdsmenu"> <a hreflang="en" class="header" href="https://cds.cern.ch/youraccount/display?ln=en">Personalize</a> <ul class="subsubcdsmenu"><li><a href="https://cds.cern.ch/youralerts/list?ln=en">Your alerts</a></li><li><a href="https://cds.cern.ch/yourbaskets/display?ln=en">Your baskets</a></li><li><a href="https://cds.cern.ch/yourcomments?ln=en">Your comments</a></li><li><a href="https://cds.cern.ch/youralerts/display?ln=en">Your searches</a></li></ul></li> </ul> </div> </div> </div>  <table class="navtrailbox"> <tr> <td class="navtrailboxbody"> <a href="/?ln=en" class="navtrail">Home</a> > The new Service Desk </td> </tr> </table> </div> <div class="pagebody"><div class="pagebodystripemiddle"> <div class="detailedrecordbox"> <div class="detailedrecordtabs"> <div> <ul class="detailedrecordtabs"><li class="on first"><a href="/record/1326295/?ln=en">Information </a></li><li class="disabled"><a>Files </a></li></ul> <div id="tabsSpacer" style="clear:both;height:0px"> </div></div> </div> <div class="detailedrecordboxcontent"> <div class="top-left-folded"></div> <div class="top-right-folded"></div> <div class="inside">  <abbr class="unapi-id" title="1326295"></abbr> <link href="https://cds.cern.ch//img/webjournal_CERNBulletin/CERNBulletin.css" rel="stylesheet" media="all" type="text/css" /> <link href="https://framework.web.cern.ch/framework/2.0/fonts/PTSerifWeb/PTSerifWeb.css" rel="stylesheet" type="text/css"/> <div id="webjournal-en"> <div id="top"><div id="topbanner"> </div><div id="mainmenu" style="width:1100px;margin:auto"><table width="100%"><tr><td class="left"><a href="https://cds.cern.ch/journal/CERNBulletin/2011/08" target="_blank">Bulletin Issue: 06/2011 & 07/2011 & 08/2011, Mon 31 Jan 2011</a></td><td class="right">BUL-GI-2011-009</td></tr><tr><td class="left"><a href="https://cds.cern.ch/record/1326295?ln=fr">>> french version</a></td><td class="right"></td></tr></table></div><div id="mainphoto"></div></div> <div id="container"> <table id="middle"> <tr> <td valign="top" width="300px" id="leftColumnDetailed" style="width:300px"> <div class="menuleft"> <h4>Also in this Issue: </h4><div class="subNavigationMenuItem"><a href="https://cds.cern.ch/record/1327609">Scintillating crystals: the best things come in small packages</a></div><div class="subNavigationMenuItem"><a href="https://cds.cern.ch/record/1327614">One day, Sir, you may tax it</a></div><div class="subNavigationMenuItem"><a href="https://cds.cern.ch/record/1327612">LHC Report: finalizing the shutdown activities</a></div><div class="subNavigationMenuItem"><a href="https://cds.cern.ch/record/1327651">CERN’s automobile fleet turns a brighter shade of green</a></div><div class="subNavigationMenuItem"><a href="https://cds.cern.ch/record/1327654">CERN in the blogosphere</a></div><div class="subNavigationMenuItem"><a href="https://cds.cern.ch/record/1327589">Photowalk Exhibition opens at Microcosm</a></div><div class="subNavigationMenuItem"><a href="https://cds.cern.ch/record/1327590">CERN communication in the spotlight</a></div><div class="subNavigationMenuItem"><a href="https://cds.cern.ch/record/1327631">A new EU-funded project for enhanced real-time imaging for radiotherapy</a></div><div class="subNavigationMenuItem"><a href="https://cds.cern.ch/record/1327634">AIDA – pushing the boundaries of European particle detector research</a></div><div class="subNavigationMenuItem"><a href="https://cds.cern.ch/record/1327632">There's gold in them thar' hills!</a></div><div class="subNavigationMenuItem"><a href="https://cds.cern.ch/record/1327608">14 medals for the CERN Ski Club</a></div><div class="subNavigationMenuItem"><a href="https://cds.cern.ch/record/1327633">Ombuds’ corner: Compromise or “win-win” solution?</a></div><div class="subNavigationMenuItem"><a href="https://cds.cern.ch/record/1330362">Entitlement to vote in the Canton of Geneva and entitlement to vote and eligibility for election in the Canton of Vaud</a></div><div class="subNavigationMenuItem"><a href="https://cds.cern.ch/record/1326961">Staff Rules and Regulations – modification No. 5 to the 11th edition</a></div><div class="subNavigationMenuItem"><a href="https://cds.cern.ch/record/1326322">Adjustments to financial benefits and contributions with effect from 1 January 2011</a></div><div class="subNavigationMenuItem"><a href="https://cds.cern.ch/record/1327178">Academic Training Lecture 2011</a></div><div class="subNavigationMenuItem"><a href="https://cds.cern.ch/record/1328015">CERN Technical training: Available places in forthcoming courses</a></div><div class="subNavigationMenuItem"><a href="https://cds.cern.ch/record/1324845">Language training</a></div><div class="subNavigationMenuItem"><a href="https://cds.cern.ch/record/1330707">Protecting your files on the AFS file system</a></div><div class="subNavigationMenuItem"><a href="https://cds.cern.ch/record/1329847">Blood donation</a></div><div class="subNavigationMenuItem"><a href="https://cds.cern.ch/record/1330708">Blocking of CERN Accounts after 28 February 28 2011</a></div><div class="subNavigationMenuItem"><a href="https://cds.cern.ch/record/1329860">CERN Shuttle</a></div><div class="subNavigationMenuItem"><a href="https://cds.cern.ch/record/1330709">Physics Colloquium: Theory of the spin wave Seebeck effect in magnetic insulators</a></div><div class="subNavigationMenuItem"><a href="https://cds.cern.ch/record/1328274">Editorial - The winter Atomiades</a></div><div class="subNavigationMenuItem"><a href="https://cds.cern.ch/record/1328273">Nursery School - Enrollments 2011-2012</a></div><div class="subNavigationMenuItem"><a href="https://cds.cern.ch/record/1328272">Offer</a></div><div class="subNavigationMenuItem"><a href="https://cds.cern.ch/record/1328271">Election to the Board of the Mutual Aid Fund</a></div><div class="subNavigationMenuItem"><a href="https://cds.cern.ch/record/1328270">Interfon</a></div><div class="subNavigationMenuItem"><a href="https://cds.cern.ch/record/1328269">GAC-EPA</a></div> </div> </td> <td valign="top" id="rightColumnDetailed" style="width:700px;"> <div class="text articleBody" > <h2 class="articleTitle">The new Service Desk</h2> The <strong>Service Desk as single point of contact</strong> will replace the IT Help Desk and the SEM Support Help Desk as of the 15 February.<br /> <br /> In a joint effort to improve the services provided by IT and GS Departments, the following changes will be introduced as of the 15 February: <ul> <li><strong>One phone number to remember: 77777</strong>;<br />  </li> <li>You will be provided access to a <strong>Service Portal</strong> from the CERN Home page under the heading “Services”. This Service Portal allows ‘google like’ searching as well as the creation of service requests (such as: painting) and incident tickets (such as: printing);<br />  </li> <li>A <strong>service counter</strong> will welcome you on the 2nd floor of Building 55 and help you between <strong>7h30 and 18h30</strong> during CERN working days;<br />  </li> <li>Emails to <a href="mailto:computing.helpdesk@cern.ch">computing.helpdesk@cern.ch</a>, <a href="mailto:sem.support@cern.ch">sem.support@cern.ch</a> or to similar ‘support-line’ email addresses will be handled as before.</li> </ul> <br /> Below the surface a lot is changing (new tool including a service portal, new process, new people), and consequently there is a significant risk that not everything will be perfect from day one. <br /> <br /> We kindly ask for your understanding that we may face some teething problems in the first weeks.<br /> <br /> We would very much appreciate it if you could send your feedback and suggestions to <a href="mailto:service-management@cern.ch">service-management@cern.ch</a><br /> </div> <div>© CERN 2011-2024 - CERN Publications, IR-ECO-CO</div> </td> </tr> </table> <div id="bottom"> </div> </div> </div><br/><br/><div align="right"><div style="padding-bottom:2px;padding-top:30px;"><span class="moreinfo" style="margin-right:10px;"> <a href="" class="moreinfo">Back to search</a> </span></div></div> <div class="bottom-left-folded"><div class="recordlastmodifiedbox" style="position:relative;margin-left:1px"> Record created 2011-02-02, last modified 2012-09-14</div></div> <div class="bottom-right-folded" style="text-align:right;padding-bottom:2px;"> <span class="moreinfo" style="margin-right:10px;"><a href="/search?ln=en&p=recid%3A1326295&rm=wrd" class="moreinfo">Similar records</a></span></div> </div> </div> </div> <br/> <br /> <div class="detailedrecordminipanel"> <div class="top-left"></div><div class="top-right"></div> <div class="inside"> <div id="detailedrecordminipanelfile" style="width:33%;float:left;text-align:center;margin-top:0"> <br/> </div> <div id="detailedrecordminipanelreview" style="width:30%;float:left;text-align:center"> </div> <div id="detailedrecordminipanelactions" style="width:36%;float:right;text-align:right;"> <ul class="detailedrecordactions"> <li><a href="/yourbaskets/add?ln=en&recid=1326295">Add to personal basket</a></li> <li>Export as <a style="text-decoration:underline;font-weight:normal" href="/record/1326295/export/hx?ln=en">BibTeX</a>, <a style="text-decoration:underline;font-weight:normal" href="/record/1326295/export/hm?ln=en">MARC</a>, <a style="text-decoration:underline;font-weight:normal" href="/record/1326295/export/xm?ln=en">MARCXML</a>, <a style="text-decoration:underline;font-weight:normal" href="/record/1326295/export/xd?ln=en">DC</a>, <a style="text-decoration:underline;font-weight:normal" href="/record/1326295/export/xe?ln=en">EndNote</a>,  <a style="text-decoration:underline;font-weight:normal" href="/record/1326295/export/xn?ln=en">NLM</a>, <a style="text-decoration:underline;font-weight:normal" href="/record/1326295/export/xw?ln=en">RefWorks</a> </li> </ul> </div> <div style="clear:both;margin-bottom: 0;"></div> </div> <div class="bottom-left"></div><div class="bottom-right"></div> </div> </div></div> <footer id="footer" class="pagefooter clearfix">  <div class="pagefooterstripeleft"> CERN Document Server :: <a class="footer" href="https://cds.cern.ch/?ln=en">Search</a> :: <a class="footer" href="https://cds.cern.ch/submit?ln=en">Submit</a> :: <a class="footer" href="https://cds.cern.ch/youraccount/display?ln=en">Personalize</a> :: <a class="footer" href="https://cds.cern.ch/help/?ln=en">Help</a> :: <a class="footer" href="https://cern.service-now.com/service-portal?id=privacy_policy&se=CDS-Service" target="_blank">Privacy Notice</a> <br /> Powered by <a class="footer" href="http://invenio-software.org/">Invenio</a> <br /> Maintained by <a class="footer" href="https://cern.service-now.com/service-portal?id=service_element&name=CDS-Service">CDS Service</a> - Need help? Contact <a href="https://cern.service-now.com/service-portal?id=service_element&name=CDS-Service">CDS Support</a>. <br /> </div> <div class="pagefooterstriperight"> <div class="cern-logo"> <a id="logo" href="http://cern.ch" title="CERN" rel="CERN" ><img src="https://cds.cern.ch/img/cern_theme/img/cern-logo-large.png" alt="CERN" /></a> </div> <div class="cern-languagebox"> This site is also available in the following languages:<br /><a href="/record/1326295?ln=bg" class="langinfo">Български</a>  <a href="/record/1326295?ln=ca" class="langinfo">Català</a>  <a href="/record/1326295?ln=de" class="langinfo">Deutsch</a>  <a href="/record/1326295?ln=el" class="langinfo">Ελληνικά</a>  <span class="langinfo">English</span>  <a href="/record/1326295?ln=es" class="langinfo">Español</a>  <a href="/record/1326295?ln=fr" class="langinfo">Français</a>  <a href="/record/1326295?ln=hr" class="langinfo">Hrvatski</a>  <a href="/record/1326295?ln=it" class="langinfo">Italiano</a>  <a href="/record/1326295?ln=ja" class="langinfo">日本語</a>  <a href="/record/1326295?ln=ka" class="langinfo">ქართული</a>  <a href="/record/1326295?ln=no" class="langinfo">Norsk/Bokmål</a>  <a href="/record/1326295?ln=pl" class="langinfo">Polski</a>  <a href="/record/1326295?ln=pt" class="langinfo">Português</a>  <a href="/record/1326295?ln=ru" class="langinfo">Русский</a>  <a href="/record/1326295?ln=sk" class="langinfo">Slovensky</a>  <a href="/record/1326295?ln=sv" class="langinfo">Svenska</a>  <a href="/record/1326295?ln=zh_CN" class="langinfo">中文(简)</a>  <a href="/record/1326295?ln=zh_TW" class="langinfo">中文(繁)</a> </div> </div>  </footer> <script type="text/javascript"> var SyndeticsBookCovers = (function() { var SMALL_SIZE = "sc.gif", MEDIUM_SIZE = "mc.gif", RAW_URL = "https://secure.syndetics.com/index.aspx?isbn=THEISBN/THESIZE&client=cernlibrary"; replaceCover = function(imgElement, isbns, hdFormat) { var img = new Image(), size = hdFormat ? MEDIUM_SIZE : SMALL_SIZE; var _isbns = isbns.sort(function(a, b) { // sort from shortest to longest ISBN (more modern) return a.length > b.length ? 1 : -1; }); function next() { var isbn = _isbns.pop(); if (isbn) { var url = RAW_URL.replace("THEISBN", isbn).replace("THESIZE", size); img.src = url; } } function done() { imgElement.src = img.src; } img.onload = function() { if (this.width > 1) { done(); } else { next(); } }; next(); }; return { replaceCover: replaceCover }; })(); $(document).ready(function() { // get book covers $("img.book-cover").each(function() { var $this = $(this), strIsbns = $this.data("isbns") || "", isbnsArray = String(strIsbns).split(","), hdFormat = $this.hasClass("hd"); SyndeticsBookCovers.replaceCover(this, isbnsArray, hdFormat); }); // WebNews tooltips $.ajax({ url: "/news/tooltips", success: function(data) { create_tooltips(data); }, dataType: "json", cache: false }); }); </script>  <script src="//cds.cern.ch/js/feedback.js"></script>   <script> var _paq = window._paq = window._paq || []; /* tracker methods like "setCustomDimension" should be called before "trackPageView" */ _paq.push(['trackPageView']); _paq.push(['enableLinkTracking']); (function() { var u="https://webanalytics.web.cern.ch/"; _paq.push(['setTrackerUrl', u+'matomo.php']); _paq.push(['setSiteId', '756']); var d=document, g=d.createElement('script'), s=d.getElementsByTagName('script')[0]; g.async=true; g.src=u+'matomo.js'; s.parentNode.insertBefore(g,s); })(); </script>  </body> </html>