In this continuation of our Perspectives on EBSCO User Group series, we hear from Jordon Andrade, Sr Implementation Consultant at EBSCO, as he shares his experiences supporting attendees one-on-one during the conference. The Help Desk plays a vital role in connecting users directly with EBSCO product experts, offering personalized support, troubleshooting and guidance — plus, more friendly faces to connect with. Jordon’s perspective highlights how the Help Desk brings practical value to the EBSCO User Group experience, one appointment at a time.
Why should someone visit the Help Desk?
The Help Desk is designed to bring together EBSCO functional experts from different areas to deliver a personalized, cross-functional experience to the EBSCO community. It’s your best place to receive direct support from EBSCO experts for real-time, in-depth troubleshooting and problem solving, plus help with optimizing your products. It’s also a great opportunity to provide your direct feedback to EBSCO professionals.
What is the most common question or concern you get from visitors?
Each question I had an opportunity to work on with clients varied — not one question was the same. As a FOLIO expert, the topics I worked on with clients dealt with the use of an API for ongoing patron loads, using data import to add field statuses to inventory records, brainstorming how FOLIO can streamline inventory projects, integrating OCLC First Search with FOLIO, EDS customizations and a discussion with a potential client about the direction of FOLIO development.
How should librarians make the most of their time at EBSCO User Group?
The best way to make the most of your time is to go in with a plan. Take some time to think about what you want to get out of the experience. Are you hoping to learn something specific? Meet certain people? Explore new services? That kind of clarity can help shape your time there.
When reviewing the agenda, pick sessions that align with your goals in terms of what you want to learn and who you want to meet. Be ready to participate in sessions and workshops, networking breaks and the reception — and make a Help Desk appointment! After the conference, don’t forget to connect with presenters and those you've met during the conference. Staying engaged after the event is a great way to keep learning.
How do you think the Help Desk contributes to the overall success of the conference?
The User Group Help Desk provides real-time, cross-functional support to users. I believe it contributes to the overall success of the conference by offering a unique opportunity for hands-on support and guidance. That kind of face-to-face support is only available to User Group attendees. It also strengthens our overall connection to the community, including the opportunity for customers to provide feedback to EBSCO experts.
What advice would you give to someone booking a Help Desk appointment for the first time?
The best way to approach a Help Desk appointment is to come prepared. Make sure you are clear about your specific questions or problems. Then, collect information relevant to your question, including steps to reproduce the issue, your expected result versus what happens, steps taken to resolve the issue, error codes, screenshots and any relevant documentation. You should book your appointment in advance because it allows us to select the best cross-functional team to address your needs. Finally, come to your appointment with an engaged and collaborative mindset — the Help Desk thrives on providing a supportive experience, but your active engagement helps us succeed! But ultimately, we are here to help you, no matter how big or small your problem is, and we always look forward to meeting our customers.