copyright copyright alayna wadleigh and blaine hensley 2008. this work is the intellectual property...
TRANSCRIPT
Copyright• Copyright Alayna Wadleigh and Blaine Hensley 2008.
This work is the intellectual property of the author. Permission is granted for this material to be shared for non-commercial, educational purposes, provided that this copyright statement appears on the reproduced materials and notice is given that the copying is by permission of the author. To disseminate otherwise or to republish requires written permission from the author
New Directions in Help Desk Support
Presented by Alayna Wadleigh and Blaine Hensley
Our Environment
• Phone, e-mail, chat, or walk in• Support personally owned machines• Access to experts in supported systems• Over 75,000 contacts in 2007• 35 student consultants• 8 full time shift leaders
Challenges
• Shrinking budget
• High liability of repair services
Historical Services
• Call Center
• Chat
• Drop off repair service
• Walk-in repair service
Historical Drop Off Repair• File-by-file symptom
repair for viruses and spyware
• Repair time per machine high
• High liability• Professional staff
Historical Walk-in Repair• Long repair time• Long wait time• Overflow space
issues
Our options
Take your pick but not your time.
• Close the drop off service
• Outsource to our Campus Computer Store
• Propose an alternative
Decision• Cost recovery• Standardize imaging
– Data backup
• Student run• Customer education
consultations
Drop Off Price List
Limiting Liability in Drop Off
• Student employee access to student data limited
• Improve intake procedure
Customer Information
System Description
Problem Description
Services Requested
Service Waiver
Support Console
Work Log
The Process
• Windows Deployment Services (WDS)
• Microsoft Deployment (MSD)– Formerly known as Business Desktop
Deployment (BDD)
PXE Boot
Loading Windows PE
Preinstallation Environment
Custom Application
WDS Wizard
Custom Application
The Process
• Windows Deployment Services (WDS)
• Microsoft Deployment (MSD)
Opportunities for more…
• Beta testing
• Tier 2 support
• Back up walk-in
Updates to Walk-in• Hands off approach• Provide documentation• Move to lobby
Updates to Call Center• Increased technical
solutions• Remote Desktop
Software– Bomgar (bomgar.com)
• Same hands off approach
Staffing• 3 service points• Supervision across
locations• Internal chat system
– Jabber
• Hiring more staff
Training New Staff• Boot camp
– E-mail– Phones– Walk-in
• Final review• 4% Raise
Training of Current Staff
• Weekly meetings
• IT community formal training
• Expert consulting
The road to success…
Customer Satisfaction
Fall Rush Walk-in Contacts
Reduced Liability
• No purchase of replacement parts
• Increased customer involvement
• Processes approved by ISO
Drop Off Service Level
Cost Recovery Results
Employee Satisfaction
• Increased opportunities for growth
• Empowered staff to provide feedback
• Path to full time positions
Alignment with University Core Values
• Learning• Discovery• Freedom• Leadership• Individual Opportunity• Responsibility
Would we do it again?
Yes!
Questions?
Alayna Wadleigh(512) 475-9245
Blaine Hensley(512) 232-0962