[670] in resnet
Re: Help Desk survey
daemon@ATHENA.MIT.EDU (Mike Hamrick)
Tue Jan 15 17:39:43 2002
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Message-ID: <4F44C51ED1C9D311B761009027DC72180695510D@exch1.unh.edu>
Date: Tue, 15 Jan 2002 17:17:23 -0500
Reply-To: Resnet Forum <RESNET-L@listserv.nd.edu>
From: Mike Hamrick <mike.hamrick@UNH.EDU>
To: RESNET-L@listserv.nd.edu
John,
At this time we have a central Call Center that takes calls from faculty,
staff, admin, and students. The Call Center answers basic questions that
can be resolved in typically five minutes or less. If a call is expected to
exceed more than five minutes, they will enter some basic information into a
call tracking system, and queue if off to the next level of support. Hours
are 7:30am - 5:00pm
I am working on an after hours support model that would be staffed by ResNet
student consultants, and would handle calls after 5:00pm from students only.
If all goes well, we'll be ready for next fall.
That being said, here ya go...
1) name of institution
University of New Hampshire
2) population of ResNet-supported students
Prior to x-mas break, 5895 registered online
3) number of staff supported by central Housing IT services
Housing has it's own in house IT support
4) Do you provide a Help Desk for ResNet?
We use the central Call Center at this time
5) Do you provide a Help Desk for Housing staff?
Call Center, and then queue to next level of support
6) Do the same people answer both types of calls?
Call Center, and then queue to next level of support
7) Does the same person manage both Help Desks?
Call Center has a single manager, next level of support would be different
departments with different managers
8) Have you changed to/from the current model within the last 3
years? If so, why?
Yes, due to statistics kept buy the Call Center, the call times are required
to be kept to five minutes or less.
Best of luck with your project,
-mike
ResNet Coordinator
University of New Hampshire
resnet@unh.edu
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