[668] in resnet
Re: Help Desk survey
daemon@ATHENA.MIT.EDU (Dean Chetkovich)
Tue Jan 15 15:59:09 2002
Message-ID: <200201152049.PAA01572@listserv.nd.edu>
Date: Tue, 15 Jan 2002 15:49:04 -0500
Reply-To: Resnet Forum <RESNET-L@listserv.nd.edu>
From: Dean Chetkovich <dmchetkovich@CSUPOMONA.EDU>
To: RESNET-L@listserv.nd.edu
1) name of institution
California Polytechnic University, Pomona
2) population of ResNet-supported students
1440
3) number of staff supported by central Housing IT services
Correction: 3 students and 1 professional staff
4) Do you provide a Help Desk for ResNet?
Yes
5) Do you provide a Help Desk for Housing staff?
Yes
6) Do the same people answer both types of calls?
Yes
7) Does the same person manage both Help Desks?
Yes
8) Have you changed to/from the current model within the last 3
years? If so, why?
Yes. We implemented the Resident Help Desk to respond more directly to
increasing calls to our Housing office for Network connectivity support.
Our campus has an Enterprise Computing help desk for professional staff and
students utilizing Helpline Software, but we wanted to provide more direct
support for the issues unique to our resident population. The help phone
line also provides a more consistent contact method for our staff to
request technology support.
Sincerely,
Dean Chetkovich
Information Technology Support
California Polytechnic University, Pomona
dmchetkovich@csupomona.edu
http://www.csupomona.edu/~housing
(909)869-2001
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