[37971] in Resnet-Forum
Re: How is your ResNet Organized
daemon@ATHENA.MIT.EDU (Steven Meads)
Wed Feb 13 10:39:32 2013
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Message-ID: <948CAF6E8BFBA54E83F7772A60FAFFFF82D379E7@UWRFMBX01.servers.uwrf.edu>
Date: Wed, 13 Feb 2013 15:38:06 +0000
Reply-To: Resnet Forum <RESNET-L@LISTSERV.ND.EDU>
From: Steven Meads <steven.meads@uwrf.edu>
To: RESNET-L@LISTSERV.ND.EDU
In-Reply-To: <5119842C.5040402@ucsc.edu>
Hi, I thought I had submitted this response yesterday, but it never showed up. I want to say this has happened before. Am I being filtered for some reason? Not sure if I'm doing something wrong.
Thanks,
Steven Meads
Student Support Coordinator
Division of Technology Services
University of Wisconsin - River Falls
University of Wisconsin - River Falls
We have a centralized IT structure (was formerly split between campus and Student Affairs, with REsNEt falling under SA).
Our structure is as follows:
Our IT org has 4 separate teams with the Customer Technology Services team making up our Tier 1 & 2 support groups.
I manage the Tier 1 group, plus Resnet and labs:
Call Center - 10-14 student staff. Tier 1 for all incoming issues on campus, both student and faculty/staff.
REsNet - 10-12 student staff. Paid by housing, they only service on-campus student computers, we are looking into off-campus paid support.
Computer labs - 20 student staff, overflow calls, help with Tier 1.
My coworker manages The Desktop Support Crew about 10 students, Tier 2, they work solely with faculty and staff. We work very closely together and out two student groups are housed in adjacent offices. We train all our students simultaneously. We use Footprints with unlimited agent licenses so all student staff have full access to the ticketing software.
We employ about 60 students who essentially run the frontline operations. Our backend staff function as Tier 3, focused more on Service Requests and projects, than incidents.
We are implementing a Service Catalog which should allow for Tier 0 self-help. The customer's should be able to select the service they want and the ticket auto-created and assigned. Right now all requests, whether incident or service request come through our Call Center.
-----Original Message-----
From: Resnet Forum [mailto:RESNET-L@LISTSERV.ND.EDU] On Behalf Of Carla Rounds
Sent: Monday, February 11, 2013 5:52 PM
To: RESNET-L@LISTSERV.ND.EDU
Subject: How is your ResNet Organized
Hi Folks,
I am looking for organizational information .... how is your Support Organization set up. For instance, is your Central Help Desk separate from your ResNet? Are the student labs under ResNet or the Help Desk or a different unit all together? Does your Central Help Desk assist all campus students, staff and faculty? These are the type of things that I am looking for. Looking forward to hearing back from you.
--
Carla Rounds
University of California, Santa Cruz
Santa Cruz, California 95064
cjrounds@ucsc.edu
(831) 459-5757
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