[330] in resnet
Re: Student support
daemon@ATHENA.MIT.EDU (Sonya Zuker)
Mon Nov 5 18:56:27 2001
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Message-ID: <B80C668D.53B7%sonya_zuker@redlands.edu>
Date: Mon, 5 Nov 2001 15:53:50 -0800
Reply-To: Resnet Forum <RESNET-L@listserv.nd.edu>
From: Sonya Zuker <sonya_zuker@REDLANDS.EDU>
To: RESNET-L@listserv.nd.edu
In-Reply-To: <3BE31E69.6057B1A0@wku.edu>
Redlands, we are starting to work out the overall functionality of User
Services and seeing if it is feasible to have ResNet and Help Desk combine
forces.
Currently, ResNet and Help Desk are on the same level, both being supervised
by the Director of Academic Computing. I (ResNet) have a dual reporting
structure - User Services (under Director Acad. Computing) and Technical
Services (under Assoc. Director IT).
---------------
There is duplication of basic services i.e., Virus scans, re-install "legal"
software, diagnosis of HDWR and SFTWR problems, etc. With student machines,
we have more flexibility in what we do to the machine to get it working,
however we are limited by software copyrights, etc. Students are required
to have a CD-Key before any re-installation of software can take place.
Employee machines are covered by warranties and site licenses. However,
there is much more care taken in preserving the contents of the machine.
(I'd like to see an incorporation of user services - under the same roof.
Our department (IT) is so spread out that there is no perceived congruence
between and within departments of IT.)
Back to the subject: The problem we have is that employees/students don't
like to call x4357 (HELP) or x2020. They want to get to the person they
know or the first person who can help them. For ResNet, we've taken care of
the problem somewhat because we have RCCs in the halls. x2020 is used less
now because students are calling their own RCC.
For the help desk, we have a main number. The purpose of the number is to
filter/log calls. Help Desk Techs also have extensions that other employees
have access to. In order to remedy our call predicament, we have to be more
rigid by following a protocol of calling a specific number. The individual
who answers the phone (be staff or student) should be able to get basic
information. Another of our problems, that possibly leads to not using
x4357, is there is no consistency in the call-taking procedure. One person
may write "computer doesn't start-up" and consider this a good description
of a problem. Another person may write "when machine is powered on, the
system speaker at BIOS/CMOS test has 1 long beep, 2 short, 1 long beep".
Bottom Line: We have to work on consistency. If both student and staff are
consistent in our call-taking/tracking procedures, then ultimately either
student or staff can work a help desk. We can have any phone number
displayed.
This only takes care of call center support. Students working on employee
machines, probably not any more likely than a four-year old baseball
expansion team winning the World Series. No wait, Arizona Dbacks did!
Cool. Anyway, we are still a long way from making our User Services 100%
functional. There is much work to be done. My immediate concern is to make
sure ResNet increases in functionality to the point where I can feel at ease
when I take a vacation. We have more avenues to explore, training, Network
awareness, etc. This is my blurb for now.
Sonya
University of Redlands
-----------
If interested, see below for details of ResNet / Help Desk Support
Structures.
-----------
ResNet support structure -
13 on-campus residence halls (approximate 1300 students)
All on-campus buildings are wired - 9 RCC = 1:144 RCC to student
computer ratio
3 RCC Leads have "office duties"
Web Page Development
Technical Writing
RCC support Lead
1 RCC has organizational responsibilities
Helps with appointment reminders
Back-up phone support
Administrative support
16 off-campus houses (Greek, honor, apartments approx. 700 students)
No off-campus houses are wired - 1 RCC for basic computer support
(planning for 2 or 3 more RCCs)
-------------
Help Desk Support Structure -
2 FTE supporting 500 employees
2 student employees
1 - Answer phones, provide limited support
1 - Assists with deployment
When needed, I assist with phone calls so that 2 FTE can respond to support
calls.
Note: One Help desk technician just vacated the position. A replacement
will be hired.
-------------
Our ResNet support services support the hybrid model of
centralized/decentralized service.
* ResNet has a main phone - x2020 and email address - resnet@redlands.edu.
All emails and calls go through (input into) our homegrown support system.
(We are currently testing this system to serve as a time-card keeper as
well.)
* RCCs have on-call hours as well as set office hours. Students may contact
the RCC directly. We only publicize RCC email addresses. ResLife staff may
give out RCC phone extension.
Our ResNet support hours are similar to our computer center hours.
http://redlands.edu/its/resnet/support/hotline.cfm
---------------
--
> From: Masako Barnaby <Masako.Barnaby@WKU.EDU>
> Organization: Western Kentucky University
> Reply-To: Resnet Forum <RESNET-L@listserv.nd.edu>
> Date: Fri, 2 Nov 2001 16:30:01 -0600
> To: RESNET-L@listserv.nd.edu
> Subject: Student support
>
> Hello all,
>
> We are in the middle of evaluating help desk system we have and during
> the process, I have been wondering the way we have set up departments
> within IT may need some changes. I am just focusing on PC support only,
>
> at least for now.
> What we have at WKU is we have a department solely focus on
> faculty/staff computers and another focus on only students, where I
> belong. I always work very close with the other group and networking
> people. What I see here is the duplication of services, although there
> are some cases we have to treat faculty/staff and students differently.
>
> Does anyone have any opinion on advantage or disadvantage of this setup
> or your experience with this setup or maybe things I need to consider?
>
> Thanks!
>
> Masako
>
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