Library automation support - help desk

[Jamie Thomas]

Please excuse duplication as this message was sent earlier to PACS-L.

I am researching the subject of library automation support.  I'd like to know if libraries have paraprofessional staff, professional staff, or have outsourced the task of doing the hands-on maintenance.  I especially need feedback on those libraries that have a help desk.  Do you use help desk software?  What kind?  If not, how do you track trouble reports?

Thanks for your assistance,