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BTE Desktop Support End User's Guide

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This webpage describes the Desktop Support organised in the A&T Sector by the BE/CO group in collaboration with CERN Service Desk.

Actions to be performed by the BE/EN/TE department end-user for any of the following action (note that you have access to web forms to ease your requests) :


Purchase of a new PC or a new screen

A mail has to be sent to BTE-desktop@cern.ch with the following information (Please use this form) :

      • PC Model requested (The above form will propose the actual choice available for the CERN stores)
      • Specific requests if any (Additional RAM, extra disk, specific I/O cards, …)
      • Screen description (CRT, TFT, size) if needed
      • Ethernet SocketID where the PC will be connected
      • Precise location (Building, room)
      • If it is a replacement of an old PC, the name of that PC
      • The budget code to be used

This mail will trigger the ordering, reception, configuration and installation. When this equipment will be ready for installation in the end-user’s place (this can take from a couple of days to weeks, depending on the availability of the hardware in the CERN stores), a rendez-vous is organized and the PC is installed.
If this PC is a replacement for an old one, support can also be offered to transfer local data to the new PC.

Note that we will send you a confirmation mail within 2 working hours to confirm that your request has been taken into account


Upgrade of an existing PC

A mail has to be sent to BTE-desktop@cern.ch with the following information (Please use this form) :

      • The name of the PC to be upgraded
      • The description of the upgrade requested : RAM, disk, CD writer, graphic card, …
      • The budget code to be used

This mail will trigger the ordering, reception, configuration and installation of the specified parts. When this equipment will be ready for installation in the end-user’s place (this can take from a couple of days to weeks, depending on the availability of the hardware in the CERN stores), a rendez-vous is organized and the PC is upgraded.

Note that we will send you a confirmation mail within 2 working hours to confirm that your request has been taken into account


Problem on an existing PC

The BTE-Desktop support is available to intervene for any software and/or hardware problem. A mail has to be sent to BTE-desktop@cern.ch with the maximum of information.

Note that we will send you a confirmation mail within 2 working hours to confirm that your request has been taken into account


Contacting the IT Support Lines

To contact the Central Service desk, connect to the web page of the "CERN Service Portal"


Move of an existing PC

A mail has to be sent to BTE-desktop@cern.ch with the following information (Please use this form):

      • The name of the PC to be moved, the actual location and the new location

This mail will trigger the move of this PC by the BTE Desktop team.


Removal of an existing PC

A mail has to be sent to BTE-desktop@cern.ch with the following information (Please use this form):

      • The name of the PC to be removed

This mail will trigger the removal of this PC by the BTE Desktop team.


Any other modification

Remark : It is not advised for the end-user to do ANY modification to his/her machine. It may lead to warranty problems or configurations mismatches or getting non-supported configuration.

For any modification that the end-user may do to his PC (such as move to another place, configuration change, change of ownership, …) a mail has to be sent to BTE-desktop@cern.ch with the following information :

      • The name of the PC
      • The description of the modification

This mail will help to keep the database with the most exact information regarding the Desktop PCs installed in the AT sector.


Printer Issues

Any issue (purchase, ink, troubleshooting, removal) concerning a printer in the AT sector must be sent to BTE-desktop@cern.ch giving all the relevant details (name, location, problem, budget code, ...).
This mail will trigger the relevant actions from the BTE Desktop Support Team.


MAC Support

Any request concerning MAC hardware or software (purchase, modification, troubleshooting) should be sent to BTE-desktop@cern.ch with a clear description and a budget code.

In addition, an active mailing list (support-macosx@cern.ch) is available to exchange information on MacOSX and to get support from the MAC community at CERN.

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