[26653] in resnet
BTS Support Models
daemon@ATHENA.MIT.EDU (Denise Moser)
Fri Jul 29 14:57:25 2011
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Message-ID: <9E08B9238407BE4BB3758776E3C48F563670047170@ICE-MBX-1.ice.nd.edu>
Date: Fri, 29 Jul 2011 14:55:25 -0400
Reply-To: Resnet Forum <RESNET-L@listserv.nd.edu>
From: Denise Moser <moser@ND.EDU>
To: RESNET-L@listserv.nd.edu
--_000_9E08B9238407BE4BB3758776E3C48F563670047170ICEMBX1icende_
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As we all prepare for students to return to campus, it would be great if we=
can hear how other schools will be providing support to students during mo=
ve in weekend and during that first week or so. Some questions I have:
1. Does your central Help Desk provide BTS support for the dorms or s=
ome other group?
2. Does your Help Desk also provide support for faculty and staff?
3. Who staff's your Help Desk (full time staff, students, mix of both=
)?
4. Do you have a physical support presence in the dorms (on-site supp=
ort)?
a. If so, who provides it?
b. What days and hours?
c. What limitations (if any) are there on what support you provide on=
-site?
5. How do you let students know what support is available?
6. How do they request help?
Thanks for your input. Answers for ND below.
Denise
University of Notre Dame:
1. The central Help Desk provides BTS support
2. We provide year round support for faculty, staff and students, wit=
h an average of 3,740 contacts per month (almost twice that in August thoug=
h).
3. Help Desk is staffed with 7 full time consulting staff, and 10-12 =
student staff who work an average of 12 hours per week. During BTS there a=
re a few IT staff from other areas (those with Help Desk backgrounds) who v=
olunteer to help us for a few hours.
4. Help Desk staff will be dispatched to the dorms for specific probl=
ems if they can't be resolved over the phone, or are unable/unwilling to br=
ing their laptop to our office. Last year we only went on-site 3 times dur=
ing the BTS period.
a. Help Desk staff and students will go on-site as needed.
b. We are normally open 8-5 M-F, but for move-in weekend, we stay open=
until 6 on Friday and Monday, and we are open Saturday from 9-noon and Sun=
day from 1-5.
c. On-site support is limited to connecting their computer to the net=
work, troubleshooting wifi signal quality, installing AV, configuring for c=
ampus printing (we use Pharos). Note: Removing malware/infections, instal=
ling service packs, etc. will not be done, but is referred to campus Servic=
e Dept. (fees apply).
5. We have a variety of ways we try to inform students regarding the =
Help Desk, including:
a. Included in First Year of Studies (freshman) orientation packet ma=
terials
b. Pre-arrival to do list that First Year of Studies publishes include=
s visit connect.nd.edu to setup on wifi.
c. Literature and token "gift" with our contact info to Resident Assi=
stants, so they can spread the word (this year our gift is a packet of fluo=
rescent post-it "flags")
d. Postings on the campus portal, Twitter, Facebook and department hom=
e page and email newsletters
e. Posters by the network printers in residence halls and campus labs
f. Posters in all residence halls
g. Contact info provided in mandatory IT Security Training for freshm=
an
h. 3x5 greeting cards with contact info distributed at various orienta=
tion fairs, and dept. "ambassadors" who are greeting new arrivals and paren=
ts on Friday as they move in
6. Students can contact us by phone (most common), walk-in, email, or=
via web form.
**************************************************
Denise Moser, Help Desk Manager
UNIVERSITY OF NOTRE DAME
Office of Information Technologies
128 DeBartolo Hall
Notre Dame, IN 46556
Phone: 574-631-7978
FAX: 574-631-9883
email: moser@nd.edu<mailto:moser@nd.edu>
**************************************************
I believe in the sun, even when it is not shining.
I believe in love, even when I do not feel it.
I believe in God, even when He is silent.
___________________________________________________
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</o:shapelayout></xml><![endif]--></head><body lang=3DEN-US link=3Dblue vli=
nk=3Dpurple><div class=3DWordSection1><p class=3DMsoNormal>As we all prepar=
e for students to return to campus, it would be great if we can hear how ot=
her schools will be providing support to students during move in weekend an=
d during that first week or so. Some questions I have:<o:p></o:p></p>=
<p class=3DMsoNormal><o:p> </o:p></p><p class=3DMsoListParagraph style=
=3D'text-indent:-.25in;mso-list:l0 level1 lfo3'><![if !supportLists]><span =
style=3D'mso-list:Ignore'>1.<span style=3D'font:7.0pt "Times New Roman"'>&n=
bsp; </span></span><![endif]>Does your centra=
l Help Desk provide BTS support for the dorms or some other group?<o:p></o:=
p></p><p class=3DMsoListParagraph style=3D'text-indent:-.25in;mso-list:l0 l=
evel1 lfo3'><![if !supportLists]><span style=3D'mso-list:Ignore'>2.<span st=
yle=3D'font:7.0pt "Times New Roman"'> <=
/span></span><![endif]>Does your Help Desk also provide support for faculty=
and staff?<o:p></o:p></p><p class=3DMsoListParagraph style=3D'text-indent:=
-.25in;mso-list:l0 level1 lfo3'><![if !supportLists]><span style=3D'mso-lis=
t:Ignore'>3.<span style=3D'font:7.0pt "Times New Roman"'> =
</span></span><![endif]>Who staff’s your Help Desk=
(full time staff, students, mix of both)?<o:p></o:p></p><p class=3DMsoList=
Paragraph style=3D'text-indent:-.25in;mso-list:l0 level1 lfo3'><![if !suppo=
rtLists]><span style=3D'mso-list:Ignore'>4.<span style=3D'font:7.0pt "Times=
New Roman"'> </span></span><![endif]>D=
o you have a physical support presence in the dorms (on-site support)?<o:p>=
</o:p></p><p class=3DMsoListParagraph style=3D'margin-left:1.0in;text-inden=
t:-.25in;mso-list:l0 level2 lfo3'><![if !supportLists]><span style=3D'mso-l=
ist:Ignore'>a.<span style=3D'font:7.0pt "Times New Roman"'> &nbs=
p; </span></span><![endif]>If so, who provides it?<o:p></=
o:p></p><p class=3DMsoListParagraph style=3D'margin-left:1.0in;text-indent:=
-.25in;mso-list:l0 level2 lfo3'><![if !supportLists]><span style=3D'mso-lis=
t:Ignore'>b.<span style=3D'font:7.0pt "Times New Roman"'> =
</span></span><![endif]>What days and hours? <o:p></o:p></p><p=
class=3DMsoListParagraph style=3D'margin-left:1.0in;text-indent:-.25in;mso=
-list:l0 level2 lfo3'><![if !supportLists]><span style=3D'mso-list:Ignore'>=
c.<span style=3D'font:7.0pt "Times New Roman"'> &nbs=
p; </span></span><![endif]>What limitations (if any) are there on wha=
t support you provide on-site?<o:p></o:p></p><p class=3DMsoListParagraph st=
yle=3D'text-indent:-.25in;mso-list:l0 level1 lfo3'><![if !supportLists]><sp=
an style=3D'mso-list:Ignore'>5.<span style=3D'font:7.0pt "Times New Roman"'=
> </span></span><![endif]>How do you le=
t students know what support is available?<o:p></o:p></p><p class=3DMsoList=
Paragraph style=3D'text-indent:-.25in;mso-list:l0 level1 lfo3'><![if !suppo=
rtLists]><span style=3D'mso-list:Ignore'>6.<span style=3D'font:7.0pt "Times=
New Roman"'> </span></span><![endif]>H=
ow do they request help? <o:p></o:p></p><p class=3DMsoNormal><o:p>&nb=
sp;</o:p></p><p class=3DMsoNormal>Thanks for your input. Answers for =
ND below.<o:p></o:p></p><p class=3DMsoNormal><o:p> </o:p></p><p class=
=3DMsoNormal>Denise<o:p></o:p></p><p class=3DMsoNormal><o:p> </o:p></p=
><p class=3DMsoNormal>University of Notre Dame:<o:p></o:p></p><p class=3DMs=
oListParagraph style=3D'text-indent:-.25in;mso-list:l3 level1 lfo4'><![if !=
supportLists]><span style=3D'mso-list:Ignore'>1.<span style=3D'font:7.0pt "=
Times New Roman"'> </span></span><![end=
if]>The central Help Desk provides BTS support<o:p></o:p></p><p class=3DMso=
ListParagraph style=3D'text-indent:-.25in;mso-list:l3 level1 lfo4'><![if !s=
upportLists]><span style=3D'mso-list:Ignore'>2.<span style=3D'font:7.0pt "T=
imes New Roman"'> </span></span><![endi=
f]>We provide year round support for faculty, staff and students, with an a=
verage of 3,740 contacts per month (almost twice that in August though).<o:=
p></o:p></p><p class=3DMsoListParagraph style=3D'text-indent:-.25in;mso-lis=
t:l3 level1 lfo4'><![if !supportLists]><span style=3D'mso-list:Ignore'>3.<s=
pan style=3D'font:7.0pt "Times New Roman"'> &n=
bsp; </span></span><![endif]>Help Desk is staffed with 7 full time consulti=
ng staff, and 10-12 student staff who work an average of 12 hours per week.=
During BTS there are a few IT staff from other areas (those with Hel=
p Desk backgrounds) who volunteer to help us for a few hours.<o:p></o:p></p=
><p class=3DMsoListParagraph style=3D'text-indent:-.25in;mso-list:l3 level1=
lfo4'><![if !supportLists]><span style=3D'mso-list:Ignore'>4.<span style=
=3D'font:7.0pt "Times New Roman"'> </sp=
an></span><![endif]>Help Desk staff will be dispatched to the dorms for spe=
cific problems if they can’t be resolved over the phone, or are unabl=
e/unwilling to bring their laptop to our office. Last year we only we=
nt on-site 3 times during the BTS period.<o:p></o:p></p><p class=3DMsoListP=
aragraph style=3D'margin-left:1.0in;text-indent:-.25in;mso-list:l3 level2 l=
fo4'><![if !supportLists]><span style=3D'mso-list:Ignore'>a.<span style=3D'=
font:7.0pt "Times New Roman"'> </span><=
/span><![endif]>Help Desk staff and students will go on-site as needed.<o:p=
></o:p></p><p class=3DMsoListParagraph style=3D'margin-left:1.0in;text-inde=
nt:-.25in;mso-list:l3 level2 lfo4'><![if !supportLists]><span style=3D'mso-=
list:Ignore'>b.<span style=3D'font:7.0pt "Times New Roman"'> &nb=
sp; </span></span><![endif]>We are normally open 8-5 M-F, but f=
or move-in weekend, we stay open until 6 on Friday and Monday, and we are o=
pen Saturday from 9-noon and Sunday from 1-5.<o:p></o:p></p><p class=3DMsoL=
istParagraph style=3D'margin-left:1.0in;text-indent:-.25in;mso-list:l3 leve=
l2 lfo4'><![if !supportLists]><span style=3D'mso-list:Ignore'>c.<span style=
=3D'font:7.0pt "Times New Roman"'> </sp=
an></span><![endif]>On-site support is limited to connecting their computer=
to the network, troubleshooting wifi signal quality, installing AV, config=
uring for campus printing (we use Pharos). Note: Removing malwa=
re/infections, installing service packs, etc. will not be done, but is refe=
rred to campus Service Dept. (fees apply).<o:p></o:p></p><p class=3DMsoList=
Paragraph style=3D'text-indent:-.25in;mso-list:l3 level1 lfo4'><![if !suppo=
rtLists]><span style=3D'mso-list:Ignore'>5.<span style=3D'font:7.0pt "Times=
New Roman"'> </span></span><![endif]>W=
e have a variety of ways we try to inform students regarding the Help Desk,=
including:<o:p></o:p></p><p class=3DMsoListParagraph style=3D'margin-left:=
1.0in;text-indent:-.25in;mso-list:l3 level2 lfo4'><![if !supportLists]><spa=
n style=3D'mso-list:Ignore'>a.<span style=3D'font:7.0pt "Times New Roman"'>=
</span></span><![endif]>Included in Fi=
rst Year of Studies (freshman) orientation packet materials<o:p></o:p></p><=
p class=3DMsoListParagraph style=3D'margin-left:1.0in;text-indent:-.25in;ms=
o-list:l3 level2 lfo4'><![if !supportLists]><span style=3D'mso-list:Ignore'=
>b.<span style=3D'font:7.0pt "Times New Roman"'> &nb=
sp; </span></span><![endif]>Pre-arrival to do list that First Year of Studi=
es publishes includes visit connect.nd.edu to setup on wifi.<o:p></o:p></p>=
<p class=3DMsoListParagraph style=3D'margin-left:1.0in;text-indent:-.25in;m=
so-list:l3 level2 lfo4'><![if !supportLists]><span style=3D'mso-list:Ignore=
'>c.<span style=3D'font:7.0pt "Times New Roman"'> &n=
bsp; </span></span><![endif]>Literature and token “gift” =
with our contact info to Resident Assistants, so they can spread the word (=
this year our gift is a packet of fluorescent post-it “flags”)<=
o:p></o:p></p><p class=3DMsoListParagraph style=3D'margin-left:1.0in;text-i=
ndent:-.25in;mso-list:l3 level2 lfo4'><![if !supportLists]><span style=3D'm=
so-list:Ignore'>d.<span style=3D'font:7.0pt "Times New Roman"'> =
</span></span><![endif]>Postings on the campus portal, T=
witter, Facebook and department home page and email newsletters<o:p></o:p><=
/p><p class=3DMsoListParagraph style=3D'margin-left:1.0in;text-indent:-.25i=
n;mso-list:l3 level2 lfo4'><![if !supportLists]><span style=3D'mso-list:Ign=
ore'>e.<span style=3D'font:7.0pt "Times New Roman"'>  =
; </span></span><![endif]>Posters by the network printers in residenc=
e halls and campus labs<o:p></o:p></p><p class=3DMsoListParagraph style=3D'=
margin-left:1.0in;text-indent:-.25in;mso-list:l3 level2 lfo4'><![if !suppor=
tLists]><span style=3D'mso-list:Ignore'>f.<span style=3D'font:7.0pt "Times =
New Roman"'> </span></span><![end=
if]>Posters in all residence halls<o:p></o:p></p><p class=3DMsoListParagrap=
h style=3D'margin-left:1.0in;text-indent:-.25in;mso-list:l3 level2 lfo4'><!=
[if !supportLists]><span style=3D'mso-list:Ignore'>g.<span style=3D'font:7.=
0pt "Times New Roman"'> </span></span><=
![endif]>Contact info provided in mandatory IT Security Training for freshm=
an<o:p></o:p></p><p class=3DMsoListParagraph style=3D'margin-left:1.0in;tex=
t-indent:-.25in;mso-list:l3 level2 lfo4'><![if !supportLists]><span style=
=3D'mso-list:Ignore'>h.<span style=3D'font:7.0pt "Times New Roman"'> &=
nbsp; </span></span><![endif]>3x5 greeting cards with con=
tact info distributed at various orientation fairs, and dept. “ambass=
adors” who are greeting new arrivals and parents on Friday as they mo=
ve in<o:p></o:p></p><p class=3DMsoListParagraph style=3D'text-indent:-.25in=
;mso-list:l3 level1 lfo4'><![if !supportLists]><span style=3D'mso-list:Igno=
re'>6.<span style=3D'font:7.0pt "Times New Roman"'> =
</span></span><![endif]>Students can contact us by phone (most=
common), walk-in, email, or via web form.<o:p></o:p></p><p class=3DMsoNorm=
al><o:p> </o:p></p><p class=3DMsoNormal><span style=3D'color:#1F497D'>=
**************************************************<o:p></o:p></span></p><p =
class=3DMsoNormal><span style=3D'color:#1F497D'>Denise Moser, Help Desk Man=
ager<o:p></o:p></span></p><p class=3DMsoNormal><span style=3D'color:#1F497D=
'>UNIVERSITY OF NOTRE DAME<o:p></o:p></span></p><p class=3DMsoNormal><span =
style=3D'color:#1F497D'>Office of Information Technologies<o:p></o:p></span=
></p><p class=3DMsoNormal><span style=3D'color:#1F497D'>128 DeBartolo Hall<=
o:p></o:p></span></p><p class=3DMsoNormal><span style=3D'color:#1F497D'>Not=
re Dame, IN 46556<o:p></o:p></span></p><p class=3DMsoNormal><span sty=
le=3D'color:#1F497D'>Phone: 574-631-7978<o:p></o:p></span></p><p clas=
s=3DMsoNormal><span style=3D'color:#1F497D'>FAX: 574-631-9883<o:p></o=
:p></span></p><p class=3DMsoNormal><span style=3D'color:#1F497D'>email:&nbs=
p; <a href=3D"mailto:moser@nd.edu"><span style=3D'color:blue'>moser@nd.edu<=
/span></a><o:p></o:p></span></p><p class=3DMsoNormal><span style=3D'color:#=
1F497D'>**************************************************<o:p></o:p></span=
></p><p class=3DMsoNormal><span style=3D'color:#1F497D'>I believe in the su=
n, even when it is not shining.<o:p></o:p></span></p><p class=3DMsoNormal><=
span style=3D'color:#1F497D'>I believe in love, even when I do not feel it.=
<o:p></o:p></span></p><p class=3DMsoNormal><span style=3D'color:#1F497D'>I =
believe in God, even when He is silent.</span><o:p></o:p></p><p class=3DMso=
Normal><o:p> </o:p></p></div></body></html>=
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