The staff of the computing services (SdT/02) are distributed over Luxembourg and Brussels. The activities of the unit fall into two broad categories, training, support and help with the use of computer tools, and development.
In 1992 it was decided to decentralize the support and training activities, situating them directly in the departments and in the AGL directorate. The decentralisation was based on three levels of organisation, full-time computing correspondents, part-time computing correspondents and a central computing help desk. This structure became fully operational at the beginning of 1994.
The full-time computing correspondents are an integral part of the central help desk. They participate in its weekly meetings and in the day-to-day staffing of the help desk. Operational problems are discussed in a meeting between the full-time correspondents and the part-time correspondents from the language units which takes place every six months.
In November of 1994, it was decided to take decentralisation a step further, with the central help desk in Brussels being abolished in favour of five departmental help desks, reporting directly to the Head of Department but acting in coordination with SdT-02. Each help desk has two full time staff. The new structure in Brussels became operational at the beginning of 1995.
As familiarity with the new environment grows, the role of the help desk also expands beyond simply helping the users to adjust to the new environment. The enlarged responsibilities of the help desk cover
The staff of the help desk, on top of their own expertise, need to know who to go to when unknown problems present themselves, and how to encourage the individual users towards finding the best method of working with the tools that are offered to them.