[501] in resnet
Re: What's Supported?
daemon@ATHENA.MIT.EDU (Daxter Gulje)
Tue Dec 4 11:37:31 2001
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Message-ID: <EF6375215231544B87FD58A965410B8A6141CE@exchange.housing.ucsb.edu>
Date: Tue, 4 Dec 2001 08:34:17 -0800
Reply-To: Resnet Forum <RESNET-L@listserv.nd.edu>
From: Daxter Gulje <dgulje@HOUSING.UCSB.EDU>
To: RESNET-L@listserv.nd.edu
This is an issue we've recently had to deal with, what with
finals right around the corner, and Murphy's law causing all students'
machines to break down right when they need them most.
Normally, our RCCs are responsible only for network-related
problems; if a student's machine can connect to the Internet, then we
basically assume no further responsibility (with the exception of
knowing e-mail configurations, browser configurations, etc).
By and large, the RCCs we hire usually know much more about
computers than how to install NICs and how to configure network settings
for UCSB. The stance I normally take on issues like "my screen is black
and nothing comes up", or "I tried to fix something on my computer and
now Word doesn't work" is that if the RCCs have no pending trouble
tickets for network stuff, and they have the time, then we "encourage"
them to take a moment and see if they can't help out the user.
I've found that students really appreciate this effort on our
part to help them with this stuff (after I explain to them that the wait
period will be longer than that for a network problem, and that in the
meantime, they are encouraged to seek out the assistance of a neighbour
on their floor or in their dorm.
Team 55...I like that.
/Dax
__________________________________________
Daxter Gulje
Assistant ResNet Coordinator
University of California, Santa Barbara
805.893.4747
-----Original Message-----
From: Wes Witemeyer [mailto:witemeyer@ACU.EDU]
Sent: Tuesday, December 04, 2001 7:55 AM
To: RESNET-L@listserv.nd.edu
Subject: What's Supported?
Our ResNet/Central Student HelpDesk, called Team 55, is currently
revisiting the type of support we offer to our student body. Currently
we
will help with anything short of opening a case, on almost any OS. That
will include system reloads, software installs, virus clean-up,
connectivity setup, ect.
What lines are other support organizations drawing in the sand and why?
It seems that our Customer Service is taking a hit because we spend too
long on student machines that may need "too much" support to be
functional
on our network.
Comments?
Wes Witemeyer
Abilene Christian University
Abilene, Texas.
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