[26657] in resnet
Re: BTS Support Models
daemon@ATHENA.MIT.EDU (Koerber, Jeff)
Fri Jul 29 18:37:44 2011
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Message-ID: <719B4DBB178C9F45BF38F2602BA125A5204C24ED@exch-mb2.towson.edu>
Date: Fri, 29 Jul 2011 22:35:44 +0000
Reply-To: Resnet Forum <RESNET-L@listserv.nd.edu>
From: "Koerber, Jeff" <jkoerber@towson.edu>
To: RESNET-L@listserv.nd.edu
In-Reply-To: <9E08B9238407BE4BB3758776E3C48F563670047170@ICE-MBX-1.ice.nd.edu>
--_000_719B4DBB178C9F45BF38F2602BA125A5204C24EDexchmb2towsoned_
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1. Does your central Help Desk provide BTS support for the dorms or s=
ome other group?
a. Yes. My group is Student Computing Services and we are under the =
University's Office of Technology Services
2. Does your Help Desk also provide support for faculty and staff?
a. No, we have a separate Faculty-Staff Help Center
3. Who staff's your Help Desk (full time staff, students, mix of both=
)?
a. Supervisor (me, Full Time) - I take care of advanced issues at the=
service desk (including ResNet, account issues, student's laptop issues , =
wireless issues and anything else that my student employees have questions =
about)
b. ResNet Coordinator (Full Time) - The coordinator is responsible for=
making visits to residence halls and assisting with ResNet & wireless rela=
ted issues at the Service Desk .
c. 261 hours of Student Employees per week on a normal week. That br=
eaks down to 2 students working during non peak hours and 5 working during =
peak hours
i. Move=
In weekend: I have 10 student employees working 9-5.
ii. They =
handle requests about all aspects of our technology services including acco=
unt issues, questions from our computer lab and multimedia studio, student =
laptop software/OS issues, and data backups/OS restores. My student manage=
rs also handle hardware issues for laptops purchased through our Dell lapto=
p program.
4. Do you have a physical support presence in the dorms (on-site supp=
ort)?
a. If so, who provides it?
i. Our =
ResNet Coordinator and on occasion student employees and/or me
b. What days and hours?
i. M-F =
8-4:30
c. What limitations (if any) are there on what support you provide on=
-site?
i. Any =
problem that can't be fixed by a student bringing their laptop to us
5. How do you let students know what support is available?
a. Bookmarks distributed with welcome materials
b. Website
c. Welcome E-mail (this is the first e-mail they receive after they a=
ctivate their account).
d. Booth at welcome events
e. Visibility as also serving as the main computer lab
f. Digital signage
6. How do they request help?
a. E-mail, phone, walkup
Hope this helps,
Jeff Koerber
Supervisor, Student Computing Services Lab and Service Desk
Office of Technology Services
Towson University
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<p class=3D"MsoListParagraph" style=3D"text-indent:-.25in;mso-list:l1 level=
1 lfo2"><![if !supportLists]><span style=3D"mso-list:Ignore">1.<span style=
=3D"font:7.0pt "Times New Roman""> &=
nbsp;
</span></span><![endif]>Does your central Help Desk provide BTS support for=
the dorms or some other group?<o:p></o:p></p>
<p class=3D"MsoListParagraph" style=3D"margin-left:1.0in;text-indent:-.25in=
;
mso-list:l1 level2 lfo2">
<![if !supportLists]><span style=3D"color:#1F497D"><span style=3D"mso-list:=
Ignore">a.<span style=3D"font:7.0pt "Times New Roman""> &nbs=
p;
</span></span></span><![endif]><span style=3D"color:#1F497D">Yes. My =
group is Student Computing Services and we are under the University’s=
Office of Technology Services<o:p></o:p></span></p>
<p class=3D"MsoListParagraph" style=3D"text-indent:-.25in;mso-list:l1 level=
1 lfo2"><![if !supportLists]><span style=3D"mso-list:Ignore">2.<span style=
=3D"font:7.0pt "Times New Roman""> &=
nbsp;
</span></span><![endif]>Does your Help Desk also provide support for facult=
y and staff?<o:p></o:p></p>
<p class=3D"MsoListParagraph" style=3D"margin-left:1.0in;text-indent:-.25in=
;
mso-list:l1 level2 lfo2">
<![if !supportLists]><span style=3D"color:#1F497D"><span style=3D"mso-list:=
Ignore">a.<span style=3D"font:7.0pt "Times New Roman""> &nbs=
p;
</span></span></span><![endif]><span style=3D"color:#1F497D">No, we have a =
separate Faculty-Staff Help Center
<o:p></o:p></span></p>
<p class=3D"MsoListParagraph" style=3D"text-indent:-.25in;mso-list:l1 level=
1 lfo2"><![if !supportLists]><span style=3D"color:#1F497D"><span style=3D"m=
so-list:Ignore">3.<span style=3D"font:7.0pt "Times New Roman"">&n=
bsp;
</span></span></span><![endif]>Who staff’s your Help Desk (full time =
staff, students, mix of both)<span style=3D"color:#1F497D">?<o:p></o:p></sp=
an></p>
<p class=3D"MsoListParagraph" style=3D"margin-left:1.0in;text-indent:-.25in=
;
mso-list:l1 level2 lfo2">
<![if !supportLists]><span style=3D"color:#1F497D"><span style=3D"mso-list:=
Ignore">a.<span style=3D"font:7.0pt "Times New Roman""> &nbs=
p;
</span></span></span><![endif]><span style=3D"color:#1F497D">Supervisor (me=
, Full Time) – I take care of advanced issues at the service desk (in=
cluding ResNet, account issues, student’s laptop issues , wireless is=
sues and anything else that my student employees
have questions about)<o:p></o:p></span></p>
<p class=3D"MsoListParagraph" style=3D"margin-left:1.0in;text-indent:-.25in=
;
mso-list:l1 level2 lfo2">
<![if !supportLists]><span style=3D"color:#1F497D"><span style=3D"mso-list:=
Ignore">b.<span style=3D"font:7.0pt "Times New Roman""> &nbs=
p;
</span></span></span><![endif]><span style=3D"color:#1F497D">ResNet Coordin=
ator (Full Time) – The coordinator is responsible for making visits t=
o residence halls and assisting with ResNet & wireless related issues a=
t the Service Desk .
<o:p></o:p></span></p>
<p class=3D"MsoListParagraph" style=3D"margin-left:1.0in;text-indent:-.25in=
;
mso-list:l1 level2 lfo2">
<![if !supportLists]><span style=3D"color:#1F497D"><span style=3D"mso-list:=
Ignore">c.<span style=3D"font:7.0pt "Times New Roman""> &nbs=
p;
</span></span></span><![endif]><span style=3D"color:#1F497D">261 hours of S=
tudent Employees per week on a normal week. That breaks down to 2 stu=
dents working during non peak hours and 5 working during peak hours<o:p></o=
:p></span></p>
<p class=3D"MsoListParagraph" style=3D"margin-left:1.5in;text-indent:-1.5in=
;
mso-text-indent-alt:-9.0pt;mso-list:l1 level3 lfo2">
<![if !supportLists]><span style=3D"color:#1F497D"><span style=3D"mso-list:=
Ignore"><span style=3D"font:7.0pt "Times New Roman""> =
&nb=
sp; =
&nb=
sp; =
</span>i.<span style=3D"font:7.0pt "Times New Roman"">  =
; </span></span></span><![endif]><span style=3D"color:#1F=
497D">Move In weekend: I have 10 student employees working 9-5.<o:p><=
/o:p></span></p>
<p class=3D"MsoListParagraph" style=3D"margin-left:1.5in;text-indent:-1.5in=
;
mso-text-indent-alt:-9.0pt;mso-list:l1 level3 lfo2">
<![if !supportLists]><span style=3D"color:#1F497D"><span style=3D"mso-list:=
Ignore"><span style=3D"font:7.0pt "Times New Roman""> =
&nb=
sp; =
&nb=
sp; =
</span>ii.<span style=3D"font:7.0pt "Times New Roman""> &nbs=
p; </span></span></span><![endif]><span style=3D"color:#1=
F497D">They handle requests about all aspects of our technology services in=
cluding account issues, questions from our computer lab and multimedia
studio, student laptop software/OS issues, and data backups/OS restores.&n=
bsp; My student managers also handle hardware issues for laptops purchased =
through our Dell laptop program.<o:p></o:p></span></p>
<p class=3D"MsoListParagraph" style=3D"text-indent:-.25in;mso-list:l1 level=
1 lfo2"><![if !supportLists]><span style=3D"mso-list:Ignore">4.<span style=
=3D"font:7.0pt "Times New Roman""> &=
nbsp;
</span></span><![endif]>Do you have a physical support presence in the dorm=
s (on-site support)?<o:p></o:p></p>
<p class=3D"MsoListParagraph" style=3D"margin-left:1.0in;text-indent:-.25in=
;
mso-list:l1 level2 lfo2">
<![if !supportLists]><span style=3D"mso-list:Ignore">a.<span style=3D"font:=
7.0pt "Times New Roman"">
</span></span><![endif]>If so, who provides it?<o:p></o:p></p>
<p class=3D"MsoListParagraph" style=3D"margin-left:1.5in;text-indent:-1.5in=
;
mso-text-indent-alt:-9.0pt;mso-list:l1 level3 lfo2">
<![if !supportLists]><span style=3D"color:#1F497D"><span style=3D"mso-list:=
Ignore"><span style=3D"font:7.0pt "Times New Roman""> =
&nb=
sp; =
&nb=
sp; =
</span>i.<span style=3D"font:7.0pt "Times New Roman"">  =
; </span></span></span><![endif]><span style=3D"color:#1F=
497D">Our ResNet Coordinator and on occasion student employees and/or me<o:=
p></o:p></span></p>
<p class=3D"MsoListParagraph" style=3D"margin-left:1.0in;text-indent:-.25in=
;
mso-list:l1 level2 lfo2">
<![if !supportLists]><span style=3D"mso-list: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=3D"MsoListParagraph" style=3D"margin-left:1.5in;text-indent:-1.5in=
;
mso-text-indent-alt:-9.0pt;mso-list:l1 level3 lfo2">
<![if !supportLists]><span style=3D"color:#1F497D"><span style=3D"mso-list:=
Ignore"><span style=3D"font:7.0pt "Times New Roman""> =
&nb=
sp; =
&nb=
sp; =
</span>i.<span style=3D"font:7.0pt "Times New Roman"">  =
; </span></span></span><![endif]><span style=3D"color:#1F=
497D">M-F 8-4:30<o:p></o:p></span></p>
<p class=3D"MsoListParagraph" style=3D"margin-left:1.0in;text-indent:-.25in=
;
mso-list:l1 level2 lfo2">
<![if !supportLists]><span style=3D"mso-list:Ignore">c.<span style=3D"font:=
7.0pt "Times New Roman"">
</span></span><![endif]>What limitations (if any) are there on what support=
you provide on-site?<o:p></o:p></p>
<p class=3D"MsoListParagraph" style=3D"margin-left:1.5in;text-indent:-1.5in=
;
mso-text-indent-alt:-9.0pt;mso-list:l1 level3 lfo2">
<![if !supportLists]><span style=3D"color:#1F497D"><span style=3D"mso-list:=
Ignore"><span style=3D"font:7.0pt "Times New Roman""> =
&nb=
sp; =
&nb=
sp; =
</span>i.<span style=3D"font:7.0pt "Times New Roman"">  =
; </span></span></span><![endif]><span style=3D"color:#1F=
497D">Any problem that can’t be fixed by a student bringing their lap=
top to us<o:p></o:p></span></p>
<p class=3D"MsoListParagraph" style=3D"text-indent:-.25in;mso-list:l1 level=
1 lfo2"><![if !supportLists]><span style=3D"mso-list:Ignore">5.<span style=
=3D"font:7.0pt "Times New Roman""> &=
nbsp;
</span></span><![endif]>How do you let students know what support is availa=
ble?<o:p></o:p></p>
<p class=3D"MsoListParagraph" style=3D"margin-left:1.0in;text-indent:-.25in=
;
mso-list:l1 level2 lfo2">
<![if !supportLists]><span style=3D"color:#1F497D"><span style=3D"mso-list:=
Ignore">a.<span style=3D"font:7.0pt "Times New Roman""> &nbs=
p;
</span></span></span><![endif]><span style=3D"color:#1F497D">Bookmarks dist=
ributed with welcome materials<o:p></o:p></span></p>
<p class=3D"MsoListParagraph" style=3D"margin-left:1.0in;text-indent:-.25in=
;
mso-list:l1 level2 lfo2">
<![if !supportLists]><span style=3D"color:#1F497D"><span style=3D"mso-list:=
Ignore">b.<span style=3D"font:7.0pt "Times New Roman""> &nbs=
p;
</span></span></span><![endif]><span style=3D"color:#1F497D">Website<o:p></=
o:p></span></p>
<p class=3D"MsoListParagraph" style=3D"margin-left:1.0in;text-indent:-.25in=
;
mso-list:l1 level2 lfo2">
<![if !supportLists]><span style=3D"color:#1F497D"><span style=3D"mso-list:=
Ignore">c.<span style=3D"font:7.0pt "Times New Roman""> &nbs=
p;
</span></span></span><![endif]><span style=3D"color:#1F497D">Welcome E-mail=
(this is the first e-mail they receive after they activate their account).=
<o:p></o:p></span></p>
<p class=3D"MsoListParagraph" style=3D"margin-left:1.0in;text-indent:-.25in=
;
mso-list:l1 level2 lfo2">
<![if !supportLists]><span style=3D"color:#1F497D"><span style=3D"mso-list:=
Ignore">d.<span style=3D"font:7.0pt "Times New Roman""> &nbs=
p;
</span></span></span><![endif]><span style=3D"color:#1F497D">Booth at welco=
me events<o:p></o:p></span></p>
<p class=3D"MsoListParagraph" style=3D"margin-left:1.0in;text-indent:-.25in=
;
mso-list:l1 level2 lfo2">
<![if !supportLists]><span style=3D"color:#1F497D"><span style=3D"mso-list:=
Ignore">e.<span style=3D"font:7.0pt "Times New Roman""> &nbs=
p;
</span></span></span><![endif]><span style=3D"color:#1F497D">Visibility as =
also serving as the main computer lab<o:p></o:p></span></p>
<p class=3D"MsoListParagraph" style=3D"margin-left:1.0in;text-indent:-.25in=
;
mso-list:l1 level2 lfo2">
<![if !supportLists]><span style=3D"color:#1F497D"><span style=3D"mso-list:=
Ignore">f.<span style=3D"font:7.0pt "Times New Roman""> &nbs=
p;
</span></span></span><![endif]><span style=3D"color:#1F497D">Digital signag=
e<o:p></o:p></span></p>
<p class=3D"MsoListParagraph" style=3D"text-indent:-.25in;mso-list:l1 level=
1 lfo2"><![if !supportLists]><span style=3D"mso-list:Ignore">6.<span style=
=3D"font:7.0pt "Times New Roman""> &=
nbsp;
</span></span><![endif]>How do they request help? <o:p></o:p></p>
<p class=3D"MsoListParagraph" style=3D"margin-left:1.0in;text-indent:-.25in=
;
mso-list:l1 level2 lfo2">
<![if !supportLists]><span style=3D"color:#1F497D"><span style=3D"mso-list:=
Ignore">a.<span style=3D"font:7.0pt "Times New Roman""> &nbs=
p;
</span></span></span><![endif]><span style=3D"color:#1F497D">E-mail, phone,=
walkup<o:p></o:p></span></p>
<p class=3D"MsoNormal"><span style=3D"color:#1F497D"><o:p> </o:p></spa=
n></p>
<p class=3D"MsoNormal"><span style=3D"color:#1F497D">Hope this helps,<o:p><=
/o:p></span></p>
<p class=3D"MsoNormal"><span style=3D"color:#1F497D"><o:p> </o:p></spa=
n></p>
<p class=3D"MsoNormal"><span style=3D"color:#1F497D">Jeff Koerber<o:p></o:p=
></span></p>
<p class=3D"MsoNormal"><span style=3D"color:#1F497D">Supervisor, Student Co=
mputing Services Lab and Service Desk<o:p></o:p></span></p>
<p class=3D"MsoNormal"><span style=3D"color:#1F497D">Office of Technology S=
ervices<o:p></o:p></span></p>
<p class=3D"MsoNormal"><span style=3D"color:#1F497D">Towson University<o:p>=
</o:p></span></p>
<p class=3D"MsoNormal"><span style=3D"color:#1F497D"><o:p> </o:p></spa=
n></p>
<p class=3D"MsoNormal"><span style=3D"color:#1F497D"><o:p> </o:p></spa=
n></p>
<p class=3D"MsoNormal"><o:p> </o:p></p>
</div>
</body>
</html>
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