[25769] in resnet
Re: Help Desk Structure
daemon@ATHENA.MIT.EDU (Crowe, Sheila)
Thu Jan 13 10:48:43 2011
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Message-ID: <4F5F31A69D45B746B439BDA98B62378D8FC2F655E2@EXCMS.msu.montana.edu>
Date: Thu, 13 Jan 2011 08:48:15 -0700
Reply-To: Resnet Forum <RESNET-L@listserv.nd.edu>
From: "Crowe, Sheila" <sheila@MONTANA.EDU>
To: RESNET-L@listserv.nd.edu
In-Reply-To: <C950DAC8.25230%jmerz@exchange.upenn.edu>
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The concept of combining helpdesk with computer labs is pretty intriguing..=
.I could see some cost savings there. Though it would take a pretty large =
space or lots of satellite helpdesks.
Answers are in-line.
Sheila Crowe
Montana State University
From: Resnet Forum [mailto:RESNET-L@LISTSERV.ND.EDU] On Behalf Of John Merz
Sent: Monday, January 10, 2011 1:48 PM
To: RESNET-L@LISTSERV.ND.EDU
Subject: Help Desk Structure
Hello Resnetters:
I am hoping to pick your brains about something. Recently, it has been dec=
ided that some of our computer labs/help desks are being restructured. Ins=
tead of having 3 separate locations for one area of our University, it will=
be reduced to 1, big area, to handle lab functions and help desk support.
With that happening, I was hoping some of you could give some ideas of how =
your help desk (satellite help desks, if you will) are structured.
For instance:
Where do you have these locations on your campus? There are 2 help desks av=
ailable. One is ResNet's (for enrolled students and ResNet customers, and =
Auxiliary Services staff) and is self-funded (revenue$) and the other is ma=
naged and funded by Central IT (for staff, faculty and other university-own=
ed devices). ResNet's help desk is located in one of our residence halls,
How large are these locations? Helpdesks: neither is large, square footage =
size. ResNet's is set up ideally (if I do say so myself) in that we have ro=
om for 2 desks and a bench that will accommodate ~15 laptops, as well as a =
couple of stations for desktops. Our computer labs are separate from MSU's=
help desks (residential and global labs).
What are contained in these locations (computers for students to use and wo=
rkshop to work on machines, etc.. The general layout)? See my answer above.
How are they staffed? Is there one worker that works there at a time or 2=
or even more? Our desktop support FTE manages the ResNet Helpdesk and most=
ly present between 8 and 5. We have 9-10 student technicians
If they are staffed by students, what are the hours you have them open? We=
're open from 8 am until 10 pm, Mon-Thursday, 8 am until 7 pm on Friday, cl=
osed Saturday, 6 pm until 10 pm on Sunday.
Does you help desk have a drop off service? Yes
What kind of expectations are set for these locations with turn-around time=
with support, etc, etc. ? we do our best to turn machines around in 48 ho=
urs. Perform all manner of hardware replacement, OS re-loads and, of cours=
e, malware exorcisms for ResNet customers. For non-residential enrolled st=
udents we only perform malware exorcisms and AV installs.
Any information you can provide for me would be most helpful.
Thanks in advance!
--
Best,
John Merz
Information Technology Support Specialist For:
Fisher Hassenfeld, Riepe, Ware (The QUAD) Rodin College Houses
College Houses and Academic Services
Stouffer Commons
3702 Spruce Street
Philadelphia, PA 19104
http://www.rescomp.upenn.edu
**Please be advised that if you are seeking help and live in Kings Court En=
glish, Hill, or Harnwell College Houses, that you should contact Jerricka L=
oVerme at: jerricka@upenn.edu**
___________________________________________________ You are subscribed to t=
he ResNet-L mailing list.
To subscribe, unsubscribe or search the archives, go to http://LISTSERV.ND.=
EDU/archives/resnet-l.html ________________________________________________=
___
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</o:shapelayout></xml><![endif]--></head><body lang=3DEN-US link=3Dblue vli=
nk=3Dpurple><div class=3DWordSection1><p class=3DMsoNormal><span style=3D'f=
ont-size:11.0pt;font-family:"Calibri","sans-serif";color:#1F497D'>The conce=
pt of combining helpdesk with computer labs is pretty intriguing…I co=
uld see some cost savings there. Though it would take a pretty large =
space or lots of satellite helpdesks. <o:p></o:p></span></p><p class=3DMsoN=
ormal><span style=3D'font-size:11.0pt;font-family:"Calibri","sans-serif";co=
lor:#1F497D'><o:p> </o:p></span></p><p class=3DMsoNormal><span style=
=3D'font-size:11.0pt;font-family:"Calibri","sans-serif";color:#1F497D'>Answ=
ers are in-line. <o:p></o:p></span></p><p class=3DMsoNormal><span sty=
le=3D'font-size:11.0pt;font-family:"Calibri","sans-serif";color:#1F497D'><o=
:p> </o:p></span></p><p class=3DMsoNormal><span style=3D'font-size:11.=
0pt;font-family:"Calibri","sans-serif";color:#1F497D'>Sheila Crowe<o:p></o:=
p></span></p><p class=3DMsoNormal><span style=3D'font-size:11.0pt;font-fami=
ly:"Calibri","sans-serif";color:#1F497D'>Montana State University<o:p></o:p=
></span></p><p class=3DMsoNormal><span style=3D'font-size:11.0pt;font-famil=
y:"Calibri","sans-serif";color:#1F497D'><o:p> </o:p></span></p><div><d=
iv style=3D'border:none;border-top:solid #B5C4DF 1.0pt;padding:3.0pt 0in 0i=
n 0in'><p class=3DMsoNormal><b><span style=3D'font-size:10.0pt;font-family:=
"Tahoma","sans-serif"'>From:</span></b><span style=3D'font-size:10.0pt;font=
-family:"Tahoma","sans-serif"'> Resnet Forum [mailto:RESNET-L@LISTSERV.ND.E=
DU] <b>On Behalf Of </b>John Merz<br><b>Sent:</b> Monday, January 10, 2011 =
1:48 PM<br><b>To:</b> RESNET-L@LISTSERV.ND.EDU<br><b>Subject:</b> Help Desk=
Structure<o:p></o:p></span></p></div></div><p class=3DMsoNormal><o:p> =
;</o:p></p><p class=3DMsoNormal style=3D'margin-bottom:12.0pt'><span style=
=3D'font-size:11.0pt;font-family:"Calibri","sans-serif"'>Hello Resnetters:<=
br><br>I am hoping to pick your brains about something. Recently, it =
has been decided that some of our computer labs/help desks are being restru=
ctured. Instead of having 3 separate locations for one area of our Un=
iversity, it will be reduced to 1, big area, to handle lab functions and he=
lp desk support. <br><br>With that happening, I was hoping some of yo=
u could give some ideas of how your help desk (satellite help desks, if you=
will) are structured. <br><br>For instance:<br><br>Where do you have=
these locations on your campus?<span style=3D'color:#1F497D'> There are 2 =
help desks available. One is ResNet’s (for enrolled students an=
d ResNet customers, and Auxiliary Services staff) and is self-funded (reven=
ue$) and the other is managed and funded by Central IT (for staff, faculty =
and other university-owned devices). ResNet’s help desk is located in=
one of our residence halls, </span><br><br>How large are these locat=
ions?<span style=3D'color:#1F497D'> Helpdesks: neither is large, square foo=
tage size. ResNet’s is set up ideally (if I do say so myself) in that=
we have room for 2 desks and a bench that will accommodate ~15 laptops, as=
well as a couple of stations for desktops. Our computer labs are sep=
arate from MSU’s help desks (residential and global labs). </sp=
an><br><br>What are contained in these locations (computers for students to=
use and workshop to work on machines, etc.. The general layout)?<span styl=
e=3D'color:#1F497D'> See my answer above.</span><br><br>How are they staffe=
d? Is there one worker that works there at a time or 2 or even =
more?<span style=3D'color:#1F497D'> Our desktop support FTE manages the Res=
Net Helpdesk and mostly present between 8 and 5. We have 9-10 student=
technicians </span><br><br>If they are staffed by students, what are the h=
ours you have them open?<span style=3D'color:#1F497D'> We’re op=
en from 8 am until 10 pm, Mon-Thursday, 8 am until 7 pm on Friday, closed S=
aturday, 6 pm until 10 pm on Sunday.</span><br><br>Does you help desk have =
a drop off service? <span style=3D'color:#1F497D'>Yes</span><br><br>W=
hat kind of expectations are set for these locations with turn-around time =
with support, etc, etc. ?<span style=3D'color:#1F497D'> we do our bes=
t to turn machines around in 48 hours. Perform all manner of hardware=
replacement, OS re-loads and, of course, malware exorcisms for ResNet cust=
omers. For non-residential enrolled students we only perform malware =
exorcisms and AV installs.</span><br><br>Any information you can provide fo=
r me would be most helpful. <br><br>Thanks in advance!<br>-- <br>Best=
, <br><br>John Merz<br>Information Technology Support Specialist For:<br>Fi=
sher Hassenfeld, Riepe, Ware (The QUAD) Rodin College Houses<br>College Hou=
ses and Academic Services<br>Stouffer Commons<br>3702 Spruce Street<br>Phil=
adelphia, PA 19104<br><a href=3D"http://www.rescomp.upenn.edu">http://www.r=
escomp.upenn.edu</a><br><br><span style=3D'color:red'>**Please be advised t=
hat if you are seeking help and live in Kings Court English, Hill, or Harnw=
ell College Houses, that you should contact Jerricka LoVerme at: <a h=
ref=3D"jerricka@upenn.edu**">jerricka@upenn.edu**</a><br><br></span></span>=
<o:p></o:p></p><p class=3DMsoNormal>_______________________________________=
____________ You are subscribed to the ResNet-L mailing list. <o:p></o:p></=
p><p>To subscribe, unsubscribe or search the archives, go to http://LISTSER=
V.ND.EDU/archives/resnet-l.html ___________________________________________=
________ <o:p></o:p></p></div></body></html>=
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<p>
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