[669] in resnet
Re: Help Desk survey - MSU
daemon@ATHENA.MIT.EDU (Linda Barrows)
Tue Jan 15 16:59:51 2002
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Message-ID: <4.2.2.20020115160728.0292ed48@pilot.msu.edu>
Date: Tue, 15 Jan 2002 16:49:18 -0500
Reply-To: Resnet Forum <RESNET-L@listserv.nd.edu>
From: Linda Barrows <barrowsl@PILOT.MSU.EDU>
To: RESNET-L@listserv.nd.edu
In-Reply-To: <p05100303b86908ea3448@[128.114.171.72]>
At 02:16 PM 1/14/2002 -0800, you wrote:
>We are looking at the pros and cons of combined vs separated Help
>Desk functions for ResNet support and the rest of Housing operations.
>We'd like a few moments of your time to see how other folks are
>handling these issues. We'll post the results in a few weeks.
>
>1) name of institution
Michigan State University http://www.msu..edu
>2) population of ResNet-supported students
18,927 Ethernet ports in 27 Residence halls (44,000 students
total) There are also 35,000 faculty and staff here.
http://sns.msu.edu (Student Network Service)
http://help.msu.edu (Computing Services Central)
Many Campus IT services are based out of the Computer Laboratory
http://cl.msu.edu
We have a student computer requirement which began in fall of 2001.
>3) number of staff supported by central Housing IT services
Housing IT Services does support for their own Housing and Food Services
offices and staff, but not the students.
This is also a very large operation.
>4) Do you provide a Help Desk for ResNet?
Yes, there are 5 help desks for Residence hall student support located in
or near Residence halls on campus.
>5) Do you provide a Help Desk for Housing staff?
Our help desks are geared to support the entire campus; student body,
faculty and staff.
>6) Do the same people answer both types of calls?
Student Employees are staffed at each help desk site. 3 managers and 2
full time help who provide back up when needed.
>7) Does the same person manage both Help Desks?
No, there are 3 managers (Two manage 2 help desks and one manages the 1
central based help desk in the Computer Laboratory bldg.)
>8) Have you changed to/from the current model within the last 3
>years? If so, why?
>
Yes, we had all Residence hall Ethernet support coming from 5 locations
with one manager and all other support (dial up networking, email, and all
other Computing Support) with one manager. We recently merged all Help
Desk services. The re-organization was intended to improve our
services to the MSU community.
/Linda
>Thanks for your participation.
>
>John Rocchio
>ResNet Manager
>UC Santa Cruz
>
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Linda Barrows barrowsl@msu.edu (517) 353-2880
E25 Holmes Hall, MSU, East Lansing, MI 48825
email to pager at: barrowsl@pager.msu.edu or phone page: 251-3955
ICQ: 18696452
Manager: Student Network Service at Michigan State University (SNS)
Manager: Holmes Computing Service Center
http://sns.msu.edu
http://help.msu.edu
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