Information Services

Information Services staff provide direct and indirect support in the following areas:

Informational support for CDL services

• Provides troubleshooting and end user support for several CDL services including Calisphere, Online Archive of California (OAC), and Shared Collections (CDL electronic resources):
  • First point of contact, initial response support
  • Informational and wayfinding support
  • Triaging support to CDL service teams
  • Ticket analysis in support of CDL service teams
    • Emerging issues with immediate end-user implications
    • Trends over time
• Offers authentication and access support for CDL-managed electronic resources, including IP troubleshooting and working with vendors to resolve authentication and access issues

General CDL outreach, contact and other support 

• Acts as first point of contact communications and triaging support for general CDL questions
• Manages and distributes the monthly CDLInfo Newsletter (subscribe to the CDLInfo listserv to receive the CDLInfo Newsletter)
• Participates in applicable CDL shared infrastructure management (e.g., CDL Freshdesk Support Team)
• Manages informational and troubleshooting support guides and FAQs

Systemwide support and analysis

• Serves as an analytic resource and provides administrative support for:
  • Direction and Oversight Committee (DOC), including the Common Knowledge Groups (CKG)
  • Systemwide project teams, as needed
• Provides UC Libraries listserv support and training for UC Listserv Manager, and manages select CDL and UC Libraries listservs
• Offers Freshdesk support and training for the UC Libraries Courier Management team