Author Archives: Mary Backus

New Helpdesk Tracking System

Library and Information Services is pleased to introduce our new incident tracking system Web Help Desk. You can now submit incident tickets through the web, check on the status and history of your technology issues, and access a knowledgebase of known issues and troubleshooting steps to resolve common issues.
You can access Web Help Desk through your computer or mobile device. You can still call the Helpdesk at x2200, or email to receive assistance. With Web Help Desk, if your issue is not resolved right away, you will be able to track its progress, and add notes to it at any time.
You can access Web Help Desk on any LIS webpage where you see this:
or at Log into Web Help Desk using your Middlebury network credentials.

As we solve issues in this new system, we are creating a knowledgebase of frequently asked questions and solutions. These FAQs appear on the ticket submission screen, and may help you solve your most common issues without even needing to submit a ticket.
We hope you find this new service allows us to resolve your technology issues more quickly, and allows you to keep track of the status of your technology requests more conveniently.

Lisa Terrier named Helpdesk Manager – Service Requests

Lisa Terrier has been promoted to Helpdesk Manager – Service Requests. Lisa has been working in Service Requests for several years, and she was previously the manager of the Labs and Distribution workgroup. The other members of the Service Requests group, Nate Burt, Cindy ‘Pij’ Slater and Mack Roark will report to Lisa, along with the successful candidates for our two open positions. Lisa joins the team of managers in User Services: Peggy Fischel, Joe Durante, Dan Frostman and Petar Mitrevski.
Please join me in congratulating Lisa on this well deserved promotion.