[334] in resnet
Re: Student support
daemon@ATHENA.MIT.EDU (Wendy Shih)
Tue Nov 6 11:57:46 2001
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Message-ID: <3BE81911.DDDE5B2C@res.kent.edu>
Date: Tue, 6 Nov 2001 12:08:33 -0500
Reply-To: Resnet Forum <RESNET-L@listserv.nd.edu>
From: Wendy Shih <wshih@RES.KENT.EDU>
To: RESNET-L@listserv.nd.edu
I agree on your comment on consolidation of one phone number. I also can see
using the same HelpDesk software will benefit users to get their requests
routed more efficiently. My area currently has over 4000 ResNet student
connections and our function is very different than the Help Desk for
staff/faculty - since most colleges have their own computer support person,
so the the Help desk is not exposed much to non-phone support. Yet, in the
ResNet area, we answer calls, do nic installations, take computers in for
most of hardware/software troubleshooting, room visit and port and switches
troubleshooting since we are responsible for all switches and ports. With
several different subnets, our environment is already quite complex for
studnet staff to learn, I can't imagine to put both HelpDesks together.
The quality and response time will suffer I think.
Chuck Steel wrote:
> We also have separate support groups for employees vs students, kind of.
> Our user support group is called Response. I am the Student Coordinator,
> and as such, I am responsible for coordinating support of the student
> body. I have 14 students that work for me and they are responsible for
> troubleshooting student machines.
>
> There are 4 full time technicians that support the employees plus a
> Helpdesk Coordinator and our Director. They avoid having students work
> on employee machines since they don't think that the Faculty and
> Administrators would like the students having access to their machines
> (which is something that I don't buy into).
>
> The one area that I feel could greatly benefit from consolidation would
> be the Helpdesk. Currently employees call one number and students call
> another. That means you have to have more people working the phones than
> necessary, since a centralized helpdesk could route requests to the
> appropriate workers just as easily.
>
> ***************************************************************
> Chuck Steel
> Student Coordinator, Response
> csteel@gettysburg.edu
>
> "Let us not forget that each particle of knowledge that we gain
> helps us cement the foundation of the future."
> - Ernesto Che Guevara
>
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