[25780] in resnet
Re: Help Desk Structure
daemon@ATHENA.MIT.EDU (Andy Voelker)
Tue Jan 18 12:51:35 2011
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Message-ID: <C95B374E.62EC%avoelker@wcu.edu>
Date: Tue, 18 Jan 2011 12:50:57 -0500
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From: Andy Voelker <avoelker@email.wcu.edu>
To: RESNET-L@listserv.nd.edu
In-Reply-To: <C950DAC8.25230%jmerz@exchange.upenn.edu>
Good luck! See my answers below:
-- Andy Voelker
Manager of Student Computing of the Technology Commons
Western Carolina University
Hunter 57A
Be sure to check out the WCU TechTips Podcast at http://www.youtube.com/WesternCarolinaU!!
From: John Merz <jmerz@EXCHANGE.UPENN.EDU<mailto:jmerz@EXCHANGE.UPENN.EDU>>
Reply-To: Resnet Forum <RESNET-L@LISTSERV.ND.EDU<mailto:RESNET-L@LISTSERV.ND.EDU>>
Date: Mon, 10 Jan 2011 15:48:24 -0500
To: Resnet Forum <RESNET-L@LISTSERV.ND.EDU<mailto:RESNET-L@LISTSERV.ND.EDU>>
Subject: Help Desk Structure
Hello Resnetters:
I am hoping to pick your brains about something. Recently, it has been decided that some of our computer labs/help desks are being restructured. Instead 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.
As of the '09-'10 academic year we had a phone support group located in one building, 3 labs each in a separate building (one being the "main" lab", a student computer repair center in another building, a hardware services area in another building, and a software tutoring group which was based just outside the main computer lab. Everyone got sent to another area if their needs could not be met in that specific area. Over summer we restructured and now we have one location that is the front end for everything, which happens to be in the main lab. So now we have reduced things to "if you need help, you either call us or come here". We renamed it "The Technology Commons". While we were able to move the student repair center, the phone center, and the software tutoring center right near the Technology Commons, the Hardware services had to stay where it was. Therefore we just restructured it so we handle all the intake and output for the hardware services and the clients ar!
e none the wiser. Luckily it is just one building over and technically if you have enough keys you can walk between them without going outside.
For instance:
Where do you have these locations on your campus?
I think I answered most of this already, but I will say that we still have 2 satellite computer labs which go unmanned. We have security cameras that monitor them centrally. Support is only done through the call center for these. Both of them are in academic buildings.
How large are these locations?
The Technology Commons just got renovated and we have a huge circular desk with 6 standing stations and 6 sitting stations. The lab surrounding has 50some computers, an open floorplan, a conference room, a classroom, a meeting room, and (hopefully) a digital media segment. I can't give you a square footage for it, but I can tell you it is probably 2/3 the size of a small middle school gymnasium. Most of it has a low ceiling where the mezzanine is, but parts of it goes up another floor.
What are contained in these locations (computers for students to use and workshop to work on machines, etc.. The general layout)?
The second we get our pictures on a web page I will shoot them out to everyone. I took a lot from ResNet 2010 into the planning and furnishing for this area and I owe that to everyone. We are still getting things set up and are waiting on new lighting, some glass walls, digital signage, plants, some power and data moves, and a few other odds and ends.
How are they staffed? Is there one worker that works there at a time or 2 or even more?
At the Technology Commons we watch the traffic trends closely for our staffing, but we are required to have 2 employees at all times. It also serves as a basement entrance/exit for the Library, so we have to monitor the security gate. We rarely have more than 4 people out there though.
If they are staffed by students, what are the hours you have them open?
We have to follow the library's hours right now, which is usually M-T 7:30am to 11pm, F 7:30am to 7pm, S-S 8am to 5pm.
Does you help desk have a drop off service?
Yes, the students at the Technology Commons desk accept check-ins and perform returns for the Tier 2 employees in the Student repair center (Student Computing, my group).
What kind of expectations are set for these locations with turn-around time with support, etc, etc. ?
The drop off is completely free, so we are pretty loose about expectations. You get what you get for free. If we are really busy we quote a high turnaround time and they are welcome to take it to BestBuy to pay $250 to get their virus removed. If we aren'y busy we quote an average turnaround time and give them a pleasant surprise the next day. Right now we will assist faculty/staff with problems as much as we can out there, but we are not equipped to check those computers in. Instead we hook them up with the helpdesk who make appointments to either visit their office or perform a remote repair. The main focus around the Technology Commons was unifying student services, but we inherited the Faculty Staff to some degree as well. We do the best we can with them, but we frequently have to pass them off. This is one inefficiency we were unable to resolve due to our IT Division structure.
Any information you can provide for me would be most helpful.
I will send out pictures ASAP!
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 English, Hill, or Harnwell College Houses, that you should contact Jerricka LoVerme at: jerricka@upenn.edu**
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