Main Nav

Message from mike.cunningham@pct.edu

Starting a spin off topic…

Where does your Call center/helpdesk report? Does it report to a top level IT office or one of the lower level departments within IT?  Since the majority of our Helpdesk calls are related to desktop computing issues that is where we have traditionally housed our Helpdesk. And for us desktop computing includes both office and classroom systems.

 

Comments

Hi,

We are experimenting with something new this fall.  We've moved the Helpdesk out of central IT and into events management, which includes classroom support.

Theresa

Organizationally it is in Client Services dept under Deputy CIO for Applications and Client Services.  

Our helpdesk takes all incoming requests to IT.  Build a server, buy software, fix computers, request an iPhone, activate a network jack, fix a directory listing, etc.  All requests go in a ticket system and are assigned appropriately. 

Best regards,

Patricia Ainsworth, CISSP
CIO/CISO
Salem State University

978-542-6446

Sent from my iPhone

Ours has a manager, who reports to the Director of Client Support (Cathy O'Bryan), who reports to me, AVP Client Services and Support, who reports to the VP/CIO (guess who????  Brad Wheeler).
Sue

Sue B. Workman, Associate Vice President
Indiana University, Office of the VP IT
(812)855-0913 (w)  (812)325-3928 (c)

Hi Colleagues,

 

            Timely….. We are considering a helpdesk redesign.  There’s been some concern as to how faculty issues are addressed when they have a classroom technology issue.  We had hoped to go to a “one call” solution, where anyone and everyone with an IT related issue (including AV and classroom technology) would call a single helpdesk number.  But, I’ve been told that would be totally unacceptable to faculty, particularly when there’s a classroom full of students and a smart podium is down.  As some have stated, some faculty would want someone there immediately and won’t have the patience or tolerance to answer questions, even initial information to help with diagnosis.  Would anyone be willing to share their thoughts on this?   

 

Kind Regards,

Jim

 

James M. Maher II
Executive Director of Information Technology Services
Saginaw Valley State University
Information Technology Services
7400 Bay Road
University Center, MI 48710
www.svsu.edu


Tel: (989) 964-2222
E-mail: jmmaher@svsu.edu

 

 

This email may contain legally privileged and/or confidential information. If you are not the intended recipient, or the employee or agent responsible for delivery of this message to the intended recipient, you are hereby notified that any dissemination, distribution or copying of this email is strictly prohibited. If you have received this message in error, please immediately notify the sender and delete this email from your computer. Your cooperation is appreciated.

 

 

********** Participation and subscription information for this EDUCAUSE Constituent Group discussion list can be found at http://www.educause.edu/groups/.

We created a “one call serves all” help desk model  at the beginning of this year, and redirected all the various phone numbers and email addresses which includes classroom support to the help desk.  We have a ring configuration with several staff picking up on ring one, and others on ring two or three with a goal of almost always having the caller get a live person during regular hours.  Everyone in the field had been carrying radios for quick access, but we have been switching that over to tablets, initially to provide  IM capability and now we are starting to ring their desktop VoIP phone onto the tablet as well.  The ticketing system provides email updates to the customer so they can monitor activity on their ticket, and if they email responses back to the ticket that information is inserted.

 

The response has been overwhelmingly positive.  I have received emails throughout the year from faculty saying how much they like this system.  They no longer have to figure out what number to dial for what problem, they get a live person, they get ticket tracking and status, and they can get rapid field support if needed.

 

It is also interesting to see how the field staff immediately started to embrace the tablet functionality.  Recent examples I noticed include taking a picture of a switch in the wiring closet that was misbehaving, attaching the picture to the trouble ticket, and reassigning the ticket to the network team, and using FaceTime when the service technician wasn’t sure what the problem was and wanted to bring in another technician via video to observe the problem.

 

Richard Toeniskoetter

Executive Director Information Technology

University of Southern Indiana

8600 University Blvd

Evansville IN 47712

812-464-1733

 

Message from mike.cunningham@pct.edu

How are you doing this “now we are starting to ring their desktop VoIP phone onto the tablet as well”?  We have also started giving tablets to field staff but they still have their radios with no plans to get rid of those. Mostly so they can still do a broadcast call for help if they need it.

 

We are a medium sized Community College (6.5K Headcount) with nine campuses in seven counties.  Our Help Desk is centrally located and reports to the Director of Networking, Telecommunications and Technical Support.  We encourage all calls for technical assistance to go to the Help Desk.  Since the advent of remote desktop, we are able to resolve most (55-60%) of the calls by phone.  The rest are assigned to technicians based on how critical the request is, the location and the issue to be resolved.  Anything to do with faculty in a classroom gets highest priority and immediate attention.

Regards,

 

Tim

Tim Carroll

Assistant Vice President, Information Technology

Roane State Community College

 

IT Helpdesk reports to the Director of Customer Support & Training within IT.  That team is responsible for helpdesk, staff training, desktops (image, deploy, support) and classroom tech deployment/support.

The reporting structure is a holdover from when IT had narrower responsibilities than it does today, and far less on its plate.  That said, it works very well for us because the majority of urgent helpdesk tickets are related to issues in the classroom.  Having the helpdesk share a director with classroom support has done a great job ensuring great communication between those two teams.

Context: We have about 11,000 students and our helpdesk fields roughly 700 calls per week (averaged out throughout the year).  Customer satisfaction ratings hover in the 95-97% range and roughly 60% of our calls are solved during the initial phone call.  We consider the helpdesk a real gem in IT's crown in terms of how we are perceived by our internal colleagues in other departments.  I'm not sure the reporting structure is the reason it does so well (I'd much rather credit the team), but I would say that the reporting structure has enabled us to excel.




Brian Miller
V.P. Information Technology Services & CIO
Davenport University
6191 Kraft Ave. SE / Broadmoor Suite 270
Grand Rapids, MI 49512
p. 616.732.1195 | c. 616-821-2618
brian.miller@davenport.edu






Jim,
 
I'll chime in on this one on a fine Friday morning in Texas. 
 
We have always and will continue to treat classroom support differently from other calls for assistance.  In every technology equipped classroom, we have a phone number taped to the podium (usually, some technology equipped classrooms don't have one).  It calls the local computer lab staff or media services staff.  It is answered quickly and the issues are handled quickly.  We have this set up on all 5 campuses and it works well.
 
We have a centralized faculty/staff help desk number for other issues and it handles all IT calls (desktop, network, web, Blackboard, portal, phones, Banner, reporting, etc) and sends them out to the appropriate staff member to handle.  It works well.  It is available from 7:30 am to 5:30 am Monday through Friday.  We keep trying to get non-IT departments to use the ticketing system, but failed to do so at this point.  Facilities chose School Dude about 6 years ago.  I don't think any other departments have a system.  We'll keep trying to convince them to use ours (HEAT).
 
We have outsourced our student support to Ellucian and it is 24/7. It works well, too.  They basically handle password resets, account resets and level 1 support.  If it is more complicated, they pass it up to our staff.  I believe they still resolve about 90 to 95% of the 14,000 call they receive a year.
 
Dave
 
David Hoyt
Chief Information Systems Officer
 
  Collin College     
  Collin Higher  Education Center
  3452 Spur 399
  McKinney, TX  75069
 
P - 972.599.3133   F - 972.599.3131
>>> On 10/12/2012 at 5:52 AM, in message <01c501cda867$b9500760$2bf01620$@svsu.edu>, James Maher <jmmaher@SVSU.EDU> wrote:

Hi Colleagues,

 

            Timely... We are considering a helpdesk redesign.  There's been some concern as to how faculty issues are addressed when they have a classroom technology issue.  We had hoped to go to a "one call" solution, where anyone and everyone with an IT related issue (including AV and classroom technology) would call a single helpdesk number.  But, I've been told that would be totally unacceptable to faculty, particularly when there's a classroom full of students and a smart podium is down.  As some have stated, some faculty would want someone there immediately and won't have the patience or tolerance to answer questions, even initial information to help with diagnosis.  Would anyone be willing to share their thoughts on this?   

 

Kind Regards,

Jim

 

James M. Maher II
Executive Director of Information Technology Services
Saginaw Valley State University
Information Technology Services
7400 Bay Road
University Center, MI 48710
www.svsu.edu


Tel: (989) 964-2222
E-mail: jmmaher@svsu.edu

 

 

This email may contain legally privileged and/or confidential information. If you are not the intended recipient, or the employee or agent responsible for delivery of this message to the intended recipient, you are hereby notified that any dissemination, distribution or copying of this email is strictly prohibited If you have received this message in error, please immediately notify the sender and delete this email from your computer. Your cooperation is appreciated.

 

 

********** Participation and subscription information for this EDUCAUSE Constituent Group discussion list can be found at http://www.educause.edu/groups/.

********** Participation and subscription information for this EDUCAUSE Constituent Group discussion list can be found at http://www.educause.edu/groups/.

Mike,
 
I forgot to answer this one.  The faculty/staff help desk reports directly to the Executive Director of Academic Technology and Network Services who reports to me.  As you can tell by his title, classroom support reports to him as well through a couple of managers.
 
The outsourced student helpdesk is managed by Web Services as most of those tickets are related to the portal or Blackboard and they fall under their purview.
 
Dave

 
David Hoyt
Chief Information Systems Officer
 
  Collin College     
  Collin Higher  Education Center
  3452 Spur 399
  McKinney, TX  75069
 
P - 972.599.3133   F - 972.599.3131
>>> On 10/11/2012 at 4:03 PM, in message <25D963503525B546BE01B1C8B4BC0D4A2B46D861@EXCH-MBX4.pct.edu>, Mike Cunningham <mike.cunningham@PCT.EDU> wrote:

Starting a spin off topic.

Where does your Call center/helpdesk report? Does it report to a top level IT office or one of the lower level departments within IT?  Since the majority of our Helpdesk calls are related to desktop computing issues that is where we have traditionally housed our Helpdesk. And for us desktop computing includes both office and classroom systems.

 

We are a Cisco VoIP shop and the Cisco Jabber app provides this functionality.

 

Richard Toeniskoetter

Executive Director Information Technology

University of Southern Indiana

8600 University Blvd

Evansville IN 47712

812-464-1733

 

Close
Close


EDUCAUSE Connect
View dates and locations

Events for all Levels and Interests

Whether you're looking for a conference to attend face-to-face to connect with peers, or for an online event for team professional development, see what's upcoming.

Close

EDUCAUSE Institute
Leadership/Management Programs
Explore More

Career Center


Leadership and Management Programs

EDUCAUSE Institute
Project Management

 

 

Jump Start Your Career Growth

Explore EDUCAUSE professional development opportunities that match your career aspirations and desired level of time investment through our interactive online guide.

 

Close
EDUCAUSE organizes its efforts around three IT Focus Areas

 

 

Join These Programs If Your Focus Is

Close

Get on the Higher Ed IT Map

Employees of EDUCAUSE member institutions and organizations are invited to create individual profiles.
 

 

Close

2014 Strategic Priorities

  • Building the Profession
  • IT as a Game Changer
  • Foundations


Learn More >

Uncommon Thinking for the Common Good™

EDUCAUSE is the foremost community of higher education IT leaders and professionals.