1. CEOS/WGISS, Alexandria, VA, USA September. 2002 1 Help Desk Maintenance September 10-13, 2002 Ben Burford/RESTEC Osamu Ochiai/NASDA

2. CEOS/WGISS, Alexandria, VA, USA September. 2002 2 Current Status – Help Desk Website http://nasda.ceos.org/helpdesk Home - CINTEX explanation. Members - information on members, including member Help Desk contact information. Policies - suggested policies (e.g. Data center referral policy) Help Desk Services - information on organizing and operating a Help Desk. Example Messages - samples of messages and responses to messages. Links - links to related sites.

3. CEOS/WGISS, Alexandria, VA, USA September. 2002 3 Help Desk Maintenance Establish Help Desk website on your server. Inform Help Desks of URL of website. Pass messages between Help Desks. Keep Members ’ Help Desk Point of Contact information up to date. Add new Members Point of Contact information. Periodically check Member Point of Contact information – up to date?

4. CEOS/WGISS, Alexandria, VA, USA September. 2002 4 Help Desk Improvement (1/2) Policies – Add additional policies as needed. Help Desk Services – Add information on organizing and operating a Help Desk. Example Messages – Add more samples of messages and responses to messages. Links – Add more links to related sites.

5. CEOS/WGISS, Alexandria, VA, USA September. 2002 5 Help Desk Improvement (2/2) FAQs - Frequently Asked Questions about Help Desk organization and operation. Tools - links to useful online tools (e.g. data format converters) Statistics - statistics from agencies on queries and orders from "foreign" users. Events - outreach, meetings, changes at agency Help Desks, notices of reprocessing, etc. Search - search function.