Duke Health Technology Solutions announced that, beginning Aug. 1, 2011, Department of Medicine users will have a single point of entry for requesting support with systems and technology. As the Department of Medicine reviewed existing help desk processes, with a view to both improving the process and being able to report status to customers, it was quickly determined that an innovative solution was required. With the volume of support calls that are received and resolved outside of the existing structure, DOM found it difficult to determine the total calls, resolved, and outstanding. It is also difficult to conclude the time to respond or status. To make the process more transparent and accurate, all support requests now must be logged by contacting the DHTS Service Desk. This is achieved through completing an online problem report for most requests or voice (919) 684-2243 for urgent requests. Additionally, find answers on our self-help searchable database. The new service offering provides assistance 24x7. Onsite support and requests will continue to be addressed by DOM Information Systems staff.
Cardiology and Heart Center
There is no change in service requests for these users at this time.