ppt - NERCOMP - Northeast Regional Computing Program

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					Re-engineering to Improve Customer Support
Rick Brownell Monica Amore

May 2, 2006

Computer Help Desk
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Resolve classroom and users’ computer problems in a timely and effective manner 6 professional employees + student workers Single point of contact (online request form)

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Requesting Support
 Online  Help Desk Request Form  Computer Help Desk website  Telephone: 582-4357 (HELP)  49.5 hours per week (M-F)  Walk-in: Tator Hall, Room 107  67 hours per week (7 days)

The user community
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6500 Students 780 Faculty 460 Staff Computer classrooms & labs

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Technology Changes
 Onsite trainer for Track-It!  Expand Track-It! to entire IS dept.  Password Reset Utility

Communications Changes
 Improve & update website  More involvement with IS projects  Reach out to faculty  Increased presence at University events

 Handouts

Personnel Changes
 DSS assignment – Help Desk counter  New position (STAR) - Telephone support  DSS coverage until 6PM  DSS assignment – computer classrooms & labs

 Training & Certifications

Demonstrations
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Computer Help Desk website
http://www.quinnipiac.edu/computerhelpdesk.xml

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Online Request Form:
http://helpdesk.quinnipiac.edu

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Numara Track-It! Enterprise Edition
http://helpdesk.quinnipiac.edu/tiweb

Then
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&
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Now
Online Request Form

Requests via Email

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Track-It! “Island”
Passwords reset by DSS

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Track-It! Enterprise
Online password reset Help Desk Analyst (STAR)

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Inconsistent phone support
“Us and Them”

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“All of Us”

The Future
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Help Desk organization in Blackboard

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More involvement with June orientations
Survey users upon ticket completion

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Better utilize Track-It! Inventory
Develop SLA’s ? IM, Chat, etc.?

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Quinnipiac University Computer Help Desk
Monica Amore Desktop Support Specialist

Computer Help Desk

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Located in Tator Hall Room 107 At the end of the hall, next to the Financial Technology Center

Financial Technology Center

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Maintained by Bill Toth, Desktop Support Specialist Classroom/Lab Deep Freeze

Help Desk Full Time Staff
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Rick Brownell – Desktop Support Manager Suzy Pafka – Desktop Support Manager for Macs
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We only support the Mac Lab located in Tator Hall, and faculty Macs purchased through the school We do not support student Macs
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Monica Amore – Desktop Support Specialist
Help Desk STAR Supervision Front Counter Support & Communications support Help Desk training for STARs; Faculty (Data Back-up)

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John Bratsis – Desktop Support Specialist
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Images In charge of Financial Technology Center; Classrooms and Labs

Bill Toth – Desktop Support Specialist
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Before the Change
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One group of students working No individual positions No work order tracking system throughout the IS Department Track-It! used by students to enter information into a work order system Track-It! used by Desktop Support Specialists – no one else could see the queues Loaner Laptops “In” and “Out” folders

Track-It!
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We’ve been using Track-It! for several years Now throughout the whole department Each time a computer needs to be taken in for repair or re-imaging, or another issue, a work request is filled out in TrackIt! This request gets routed to the appropriate department through Track-It! Help Desk = “Face of IS”

Library Module (for Loaners)

Loaner Lockers
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These lockers are used to hold our loaner laptops Loaner laptops are available to students, staff and faculty for two weeks, while their “program laptops” are being repaired We have about 50 loaner laptops C500/510, C600/610, D600/610

STAR Program
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Students working at the Help Desk are now employed in the STAR (Student Technology Academic Resource) Program Each semester the quality and work ethic of the students has improved The program has 100+ student employees, and is managed by Frank Villa, Manager of Academic Computing Because the students come from the STAR program, we don’t have to deal with scheduling, except for the Tier 2, Analyst and STAR Supervisor hours – maintained in Outlook calendar

Front Counter
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Support is provided to all students and staff who purchased their laptop through our Laptop Purchase Program; or to Faculty that are being loaned one through the Faculty Laptop Rollout Laptops are not allowed to be left on the counter; they must be checked into Track-It! and locked into the lockers

Help Desk and the Laptop Purchase Program
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Because we only support laptops purchased through the Laptop Purchase Program, we refer non-program laptops to local vendors Two vendors are former QU Students http://learn.quinnipiac.edu/at/vance/helpdesk/ non-program_computers.htm

STAR Supervisor Station
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The STAR Supervisor is responsible for assisting me in supervising the front counter operations, helping STARs, and students, faculty and staff at the counter

Tier 2 Room
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The Tier 2 room is the work area for Tier 2s and our Dell technician Tier 2 lockers are used to hold student machines (locks) Machines are primarily checked in for re-images and Dell repair Turn around time for reimages is usually 24 hours, but most of the time are completed within 6-8 hours

Tier 2 and Help Desk Analyst
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Tier 2s (Billy, left) are responsible for student re-images Help Desk Analyst (Scott, right) is responsible for phone support

Dell Technician
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Bob, is one of our Dell technicians; he is employed by Unisys At the Computer Help Desk from about 10 a.m. to 2 p.m. Monday-Friday Students either have their parts shipped (within 24 hrs) to their mailbox or it arrives with the Dell technician It takes about 1-3 hours for the part to be replaced depending on the amount of work orders

Tier 3 (Desktop Support Specialist) Lockers
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Lockers in the back room are used to hold faculty and staff “program laptops” while they are being reimaged or repaired No locks on these lockers because it is a secure area

After the Change
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Individual positions
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Tier 1 (STARs) Help Desk Analyst Tier 2 STAR Supervisor

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Track-It! throughout IS Department Track-It! library module to keep track of loaners “in” and “out”

Important Links
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Computer Help Desk Home Page
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http://www.quinnipiac.edu/x148.xml http://helpdesk.quinnipiac.edu/request/ https://aphrodite.quinnipiac.edu/passwordreset/de fault.aspx

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Help Desk Request Form
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Network Password Reset
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STARs and Help Desk Training
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Computer Help Desk video for STAR training Students trained for two full days as well as working at events such as Tech Check Wanted to find a way to keep them interested Students were talking about the video before the even saw it

Supporting Faculty, Staff & Computer Classrooms

Faculty
 New laptops issued each year  One image for all  Considering 3 year schedule  Memory upgrade option

 Hardware/Software service  Via Help Desk  Directly with Dell (hardware)  Pre-configured hard drives

Staff
 Most use desktops, purchased independently  Service via Help Desk  GX280 initiative  Replace outdated hardware and OS  All-inclusive image  No administrator-level access  Utilize Active Directory

Computer Classrooms & Labs
 22 instructional classrooms  3 Specific-use computer labs  100 computers in AB Library  Designated DSS  Financial Technology Center  Consistency

 Deep Freeze