[26656] in resnet
Re: BTS Support Models
daemon@ATHENA.MIT.EDU (Albert Poracky)
Fri Jul 29 17:29:51 2011
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Date: Fri, 29 Jul 2011 16:21:43 -0500
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Al Poracky
Help Desk/Technical Support
Office of Information Technology
Valparaiso University
219-464-6650
>>> Denise Moser <moser@ND.EDU> 7/29/2011 1:55 PM >>>
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 move 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 some other group?
Only on freshman move in day. We deploy student tech consultants.
2. Does your Help Desk also provide support for faculty and
staff?
Yes.
3. Who staff’s your Help Desk (full time staff, students, mix of
both)?
We have three full time staff and around 12 student consultants. Full
time staff may not be at the desk all the time. But are nearby
to supervise and assist. We have two student workers at the HD at all
times with the exception of weekends.
4. Do you have a physical support presence in the dorms (on-site
support)? Only on freshmen move in day.
a. If so, who provides it?
On site tech support is escalated up to level 2. We have three full
time tech support staff and around 4 student consultants at level 2.
Student consultants that are
considered level 2 must start our working at the HD. If they show
promise they can move up to level 2. All full time
staff are considered level 2.
b. What days and hours?
With school in session Monday - Friday 8 to 10. Saturday 9 to 6.
Sunday Noon to 10.
c. What limitations (if any) are there on what support you
provide on-site?
Depends, if it is a University owned technology we provide full
support. If it is a student owned computer we will
provide limited support and recommendations. With student computers we
will provide assistance with virus/malware issues,
connectivity issues, software issues. Nothing with the OS, restores or
tearing into the hardware.
5. How do you let students know what support is available?
Website, info posted all over campus, intranet, flyers and such.
6. How do they request help?
They can walk up to our HD, email to our HD address, call to the direct
HD number. We also migrated to a new ticket system call
Web Help Desk. It is a web based product and so far we are very
pleased with it. It even has an app for the ipad which I have been
using.
So if you have internet you can submit a technology request.
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,
with an average of 3,740 contacts per month (almost twice that in August
though).
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 are a few IT staff from other areas (those with Help Desk
backgrounds) who volunteer to help us for a few hours.
4. Help Desk staff will be dispatched to the dorms for specific
problems if they can’t be resolved over the phone, or are
unable/unwilling to bring their laptop to our office. Last year we only
went on-site 3 times during 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 Sunday from 1-5.
c. On-site support is limited to connecting their computer to the
network, troubleshooting wifi signal quality, installing AV, configuring
for campus printing (we use Pharos). Note: Removing
malware/infections, installing service packs, etc. will not be done, but
is referred to campus Service 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 materials
b. Pre-arrival to do list that First Year of Studies publishes
includes visit connect.nd.edu to setup on wifi.
c. 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”)
d. Postings on the campus portal, Twitter, Facebook and department
home 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
freshman
h. 3x5 greeting cards with contact info distributed at various
orientation fairs, and dept. “ambassadors” who are greeting new arrivals
and parents 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
**************************************************
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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<DIV> </DIV>
<DIV> </DIV>
<DIV>
<DIV><FONT face=3DTahoma>Al Poracky</FONT></DIV>
<DIV><FONT face=3DTahoma>Help Desk/Technical Support</FONT></DIV>
<DIV><FONT face=3DTahoma>Office of Information Technology</FONT></DIV>
<DIV><FONT face=3DTahoma>Valparaiso University</FONT></DIV>
<DIV><FONT face=3DTahoma>219-464-6650</FONT></DIV><BR><BR>>>> =
Denise Moser <moser@ND.EDU> 7/29/2011 1:55 PM >>><BR></DIV>
<DIV class=3DWordSection1>
<P class=3DMsoNormal>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 move in weekend and during that first week or =
so. Some questions I have:<o:p></o:p></P>
<P class=3DMsoNormal><o:p> </o:p></P>
<P style=3D"TEXT-INDENT: -0.25in; mso-list: l0 level1 lfo3" class=3DMsoList=
Paragraph><SPAN style=3D"mso-list: Ignore">1.<SPAN style=3D"FONT: 7pt =
'Times New Roman'"> </SPAN></SPAN>Does =
your central Help Desk provide BTS support for the dorms or some other =
group?<o:p></o:p></P>
<P style=3D"TEXT-INDENT: -0.25in; mso-list: l0 level1 lfo3" class=3DMsoList=
Paragraph><STRONG>Only on freshman move in day. We deploy student =
tech consultants.</STRONG></P>
<P style=3D"TEXT-INDENT: -0.25in; mso-list: l0 level1 lfo3" class=3DMsoList=
Paragraph><SPAN style=3D"mso-list: Ignore">2.<SPAN style=3D"FONT: 7pt =
'Times New Roman'"> </SPAN></SPAN>Does =
your Help Desk also provide support for faculty and staff?</P>
<P style=3D"TEXT-INDENT: -0.25in; mso-list: l0 level1 lfo3" class=3DMsoList=
Paragraph><STRONG>Yes.</STRONG></P>
<P style=3D"TEXT-INDENT: -0.25in; mso-list: l0 level1 lfo3" class=3DMsoList=
Paragraph><SPAN style=3D"mso-list: Ignore">3.<SPAN style=3D"FONT: 7pt =
'Times New Roman'"> </SPAN></SPAN>Who =
staff=E2=80=99s your Help Desk (full time staff, students, mix of =
both)?</P>
<P style=3D"TEXT-INDENT: -0.25in; mso-list: l0 level1 lfo3" class=3DMsoList=
Paragraph><STRONG>We have three full time staff and around 12 student =
consultants. Full time staff may not be at the desk all the =
time. But are nearby</STRONG></P>
<P style=3D"TEXT-INDENT: -0.25in; mso-list: l0 level1 lfo3" class=3DMsoList=
Paragraph><STRONG>to supervise and assist. We have two student =
workers at the HD at all times with the exception of weekends.</STRONG=
></P>
<P style=3D"TEXT-INDENT: -0.25in; mso-list: l0 level1 lfo3" class=3DMsoList=
Paragraph><SPAN style=3D"mso-list: Ignore">4.<SPAN style=3D"FONT: 7pt =
'Times New Roman'"> </SPAN></SPAN>Do =
you have a physical support presence in the dorms (on-site support)? =
<STRONG>Only on freshmen move in day.</STRONG></P>
<P style=3D"TEXT-INDENT: -0.25in; MARGIN-LEFT: 1in; mso-list: l0 level2 =
lfo3" class=3DMsoListParagraph><SPAN style=3D"mso-list: Ignore">a.<SPAN =
style=3D"FONT: 7pt 'Times New Roman'"> =
</SPAN></SPAN>If so, who provides it?</P>
<P style=3D"TEXT-INDENT: -0.25in; MARGIN-LEFT: 1in; mso-list: l0 level2 =
lfo3" class=3DMsoListParagraph><STRONG>On site tech support is escalated =
up to level 2. We have three full time tech support staff and =
around 4 student consultants at level 2. Student consultants that =
are</STRONG></P>
<P style=3D"TEXT-INDENT: -0.25in; MARGIN-LEFT: 1in; mso-list: l0 level2 =
lfo3" class=3DMsoListParagraph><STRONG>considered level 2 must start our =
working at the HD. If they show promise they can move up to level =
2. All full time </STRONG></P>
<P style=3D"TEXT-INDENT: -0.25in; MARGIN-LEFT: 1in; mso-list: l0 level2 =
lfo3" class=3DMsoListParagraph><STRONG>staff are considered level =
2.</STRONG></P>
<P style=3D"TEXT-INDENT: -0.25in; MARGIN-LEFT: 1in; mso-list: l0 level2 =
lfo3" class=3DMsoListParagraph><SPAN style=3D"mso-list: Ignore">b.<SPAN =
style=3D"FONT: 7pt 'Times New Roman'"> =
</SPAN></SPAN>What days and hours?</P>
<P style=3D"TEXT-INDENT: -0.25in; MARGIN-LEFT: 1in; mso-list: l0 level2 =
lfo3" class=3DMsoListParagraph><STRONG>With school in session Monday =
- Friday 8 to 10. Saturday 9 to 6. Sunday Noon to =
10. </STRONG> <o:p></o:p></P>
<P style=3D"TEXT-INDENT: -0.25in; MARGIN-LEFT: 1in; mso-list: l0 level2 =
lfo3" class=3DMsoListParagraph><SPAN style=3D"mso-list: Ignore">c.<SPAN =
style=3D"FONT: 7pt 'Times New Roman'"> =
</SPAN></SPAN>What limitations (if any) are there on what support you =
provide on-site?</P>
<P style=3D"TEXT-INDENT: -0.25in; MARGIN-LEFT: 1in; mso-list: l0 level2 =
lfo3" class=3DMsoListParagraph><STRONG>Depends, if it is a University =
owned technology we provide full support. If it is a student owned =
computer we will</STRONG></P>
<P style=3D"TEXT-INDENT: -0.25in; MARGIN-LEFT: 1in; mso-list: l0 level2 =
lfo3" class=3DMsoListParagraph><STRONG>provide limited support and =
recommendations. With student computers we will provide assistance =
with virus/malware issues,</STRONG></P>
<P style=3D"TEXT-INDENT: -0.25in; MARGIN-LEFT: 1in; mso-list: l0 level2 =
lfo3" class=3DMsoListParagraph><STRONG>connectivity issues, software =
issues. Nothing with the OS, restores or tearing into the hardware.</=
STRONG></P>
<P style=3D"TEXT-INDENT: -0.25in; mso-list: l0 level1 lfo3" class=3DMsoList=
Paragraph><SPAN style=3D"mso-list: Ignore">5.<SPAN style=3D"FONT: 7pt =
'Times New Roman'"> </SPAN></SPAN>How =
do you let students know what support is available?</P>
<P style=3D"TEXT-INDENT: -0.25in; mso-list: l0 level1 lfo3" class=3DMsoList=
Paragraph><STRONG>Website, info posted all over campus, intranet, flyers =
and such</STRONG>.</P>
<P style=3D"TEXT-INDENT: -0.25in; mso-list: l0 level1 lfo3" class=3DMsoList=
Paragraph><SPAN style=3D"mso-list: Ignore">6.<SPAN style=3D"FONT: 7pt =
'Times New Roman'"> </SPAN></SPAN>How =
do they request help? </P>
<P style=3D"TEXT-INDENT: -0.25in; mso-list: l0 level1 lfo3" class=3DMsoList=
Paragraph><STRONG>They can walk up to our HD, email to our HD address, =
call to the direct HD number. We also migrated to a new =
ticket system call </STRONG></P>
<P style=3D"TEXT-INDENT: -0.25in; mso-list: l0 level1 lfo3" class=3DMsoList=
Paragraph><STRONG>Web Help Desk. It is a web based product and so =
far we are very pleased with it. It even has an app for the ipad =
which I have been using.</STRONG></P>
<P style=3D"TEXT-INDENT: -0.25in; mso-list: l0 level1 lfo3" class=3DMsoList=
Paragraph><STRONG>So if you have internet you can submit a technology =
request.</STRONG></P>
<P class=3DMsoNormal><o:p> </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 style=3D"TEXT-INDENT: -0.25in; mso-list: l3 level1 lfo4" class=3DMsoList=
Paragraph><SPAN style=3D"mso-list: Ignore">1.<SPAN style=3D"FONT: 7pt =
'Times New Roman'"> </SPAN></SPAN>The =
central Help Desk provides BTS support<o:p></o:p></P>
<P style=3D"TEXT-INDENT: -0.25in; mso-list: l3 level1 lfo4" class=3DMsoList=
Paragraph><SPAN style=3D"mso-list: Ignore">2.<SPAN style=3D"FONT: 7pt =
'Times New Roman'"> </SPAN></SPAN>We =
provide year round support for faculty, staff and students, with an =
average of 3,740 contacts per month (almost twice that in August though).<o=
:p></o:p></P>
<P style=3D"TEXT-INDENT: -0.25in; mso-list: l3 level1 lfo4" class=3DMsoList=
Paragraph><SPAN style=3D"mso-list: Ignore">3.<SPAN style=3D"FONT: 7pt =
'Times New Roman'"> </SPAN></SPAN>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 are a few =
IT staff from other areas (those with Help Desk backgrounds) who volunteer =
to help us for a few hours.<o:p></o:p></P>
<P style=3D"TEXT-INDENT: -0.25in; mso-list: l3 level1 lfo4" class=3DMsoList=
Paragraph><SPAN style=3D"mso-list: Ignore">4.<SPAN style=3D"FONT: 7pt =
'Times New Roman'"> </SPAN></SPAN>Help =
Desk staff will be dispatched to the dorms for specific problems if they =
can=E2=80=99t be resolved over the phone, or are unable/unwilling to bring =
their laptop to our office. Last year we only went on-site 3 times =
during the BTS period.<o:p></o:p></P>
<P style=3D"TEXT-INDENT: -0.25in; MARGIN-LEFT: 1in; mso-list: l3 level2 =
lfo4" class=3DMsoListParagraph><SPAN style=3D"mso-list: Ignore">a.<SPAN =
style=3D"FONT: 7pt 'Times New Roman'"> =
</SPAN></SPAN>Help Desk staff and students will go on-site as needed.<o:p><=
/o:p></P>
<P style=3D"TEXT-INDENT: -0.25in; MARGIN-LEFT: 1in; mso-list: l3 level2 =
lfo4" class=3DMsoListParagraph><SPAN style=3D"mso-list: Ignore">b.<SPAN =
style=3D"FONT: 7pt 'Times New Roman'"> =
</SPAN></SPAN>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 Sunday from 1-5.<o:p></o:p></P>
<P style=3D"TEXT-INDENT: -0.25in; MARGIN-LEFT: 1in; mso-list: l3 level2 =
lfo4" class=3DMsoListParagraph><SPAN style=3D"mso-list: Ignore">c.<SPAN =
style=3D"FONT: 7pt 'Times New Roman'"> =
</SPAN></SPAN>On-site support is limited to connecting their computer to =
the network, troubleshooting wifi signal quality, installing AV, configurin=
g for campus printing (we use Pharos). Note: Removing =
malware/infections, installing service packs, etc. will not be done, but =
is referred to campus Service Dept. (fees apply).<o:p></o:p></P>
<P style=3D"TEXT-INDENT: -0.25in; mso-list: l3 level1 lfo4" class=3DMsoList=
Paragraph><SPAN style=3D"mso-list: Ignore">5.<SPAN style=3D"FONT: 7pt =
'Times New Roman'"> </SPAN></SPAN>We =
have a variety of ways we try to inform students regarding the Help Desk, =
including:<o:p></o:p></P>
<P style=3D"TEXT-INDENT: -0.25in; MARGIN-LEFT: 1in; mso-list: l3 level2 =
lfo4" class=3DMsoListParagraph><SPAN style=3D"mso-list: Ignore">a.<SPAN =
style=3D"FONT: 7pt 'Times New Roman'"> =
</SPAN></SPAN>Included in First Year of Studies (freshman) orientation =
packet materials<o:p></o:p></P>
<P style=3D"TEXT-INDENT: -0.25in; MARGIN-LEFT: 1in; mso-list: l3 level2 =
lfo4" class=3DMsoListParagraph><SPAN style=3D"mso-list: Ignore">b.<SPAN =
style=3D"FONT: 7pt 'Times New Roman'"> =
</SPAN></SPAN>Pre-arrival to do list that First Year of Studies publishes =
includes visit connect.nd.edu to setup on wifi.<o:p></o:p></P>
<P style=3D"TEXT-INDENT: -0.25in; MARGIN-LEFT: 1in; mso-list: l3 level2 =
lfo4" class=3DMsoListParagraph><SPAN style=3D"mso-list: Ignore">c.<SPAN =
style=3D"FONT: 7pt 'Times New Roman'"> =
</SPAN></SPAN>Literature and token =E2=80=9Cgift=E2=80=9D with our contact =
info to Resident Assistants, so they can spread the word (this year our =
gift is a packet of fluorescent post-it =E2=80=9Cflags=E2=80=9D)<o:p></o:p>=
</P>
<P style=3D"TEXT-INDENT: -0.25in; MARGIN-LEFT: 1in; mso-list: l3 level2 =
lfo4" class=3DMsoListParagraph><SPAN style=3D"mso-list: Ignore">d.<SPAN =
style=3D"FONT: 7pt 'Times New Roman'"> =
</SPAN></SPAN>Postings on the campus portal, Twitter, Facebook and =
department home page and email newsletters<o:p></o:p></P>
<P style=3D"TEXT-INDENT: -0.25in; MARGIN-LEFT: 1in; mso-list: l3 level2 =
lfo4" class=3DMsoListParagraph><SPAN style=3D"mso-list: Ignore">e.<SPAN =
style=3D"FONT: 7pt 'Times New Roman'"> =
</SPAN></SPAN>Posters by the network printers in residence halls and =
campus labs<o:p></o:p></P>
<P style=3D"TEXT-INDENT: -0.25in; MARGIN-LEFT: 1in; mso-list: l3 level2 =
lfo4" class=3DMsoListParagraph><SPAN style=3D"mso-list: Ignore">f.<SPAN =
style=3D"FONT: 7pt 'Times New Roman'"> &=
nbsp; </SPAN></SPAN>Posters in all residence halls<o:p></o:p></P>
<P style=3D"TEXT-INDENT: -0.25in; MARGIN-LEFT: 1in; mso-list: l3 level2 =
lfo4" class=3DMsoListParagraph><SPAN style=3D"mso-list: Ignore">g.<SPAN =
style=3D"FONT: 7pt 'Times New Roman'"> =
</SPAN></SPAN>Contact info provided in mandatory IT Security Training for =
freshman<o:p></o:p></P>
<P style=3D"TEXT-INDENT: -0.25in; MARGIN-LEFT: 1in; mso-list: l3 level2 =
lfo4" class=3DMsoListParagraph><SPAN style=3D"mso-list: Ignore">h.<SPAN =
style=3D"FONT: 7pt 'Times New Roman'"> =
</SPAN></SPAN>3x5 greeting cards with contact info distributed at various =
orientation fairs, and dept. =E2=80=9Cambassadors=E2=80=9D who are =
greeting new arrivals and parents on Friday as they move in<o:p></o:p></P>
<P style=3D"TEXT-INDENT: -0.25in; mso-list: l3 level1 lfo4" class=3DMsoList=
Paragraph><SPAN style=3D"mso-list: Ignore">6.<SPAN style=3D"FONT: 7pt =
'Times New Roman'"> </SPAN></SPAN>Stude=
nts can contact us by phone (most common), walk-in, email, or via web =
form.<o:p></o:p></P>
<P class=3DMsoNormal><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 Manager<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">Notre Dame, IN =
46556<o:p></o:p></SPAN></P>
<P class=3DMsoNormal><SPAN style=3D"COLOR: #1f497d">Phone: 574-631-79=
78<o:p></o:p></SPAN></P>
<P class=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: <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 sun, =
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=3DMsoNormal><o:p> </o:p></P></DIV>___________________________=
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