Effective Customer Service:Effective Customer Service: Exploring the process from beginning to endExploring the process from beginning to end

Policies and Procedures Policies and Procedures Montana State UniversityMontana State University

has created to assist our usershas created to assist our usersduring their time on campusduring their time on campus

ResNet’s Role on Campus:ResNet’s Role on Campus:

Provide network connectivity and technical Provide network connectivity and technical support to students in the Residence Halls and support to students in the Residence Halls and Family and Graduate Housing areasFamily and Graduate Housing areas

Provide technical support to our Auxiliary Provide technical support to our Auxiliary Services operationsServices operations

Our Clientele:Our Clientele:3000+ students3000+ students

200+ staff members200+ staff members

Our Staff:Our Staff:

Four full time employeesFour full time employees10 – 12 student employees10 – 12 student employees

Our Support Models:Our Support Models:

• Telephone SupportTelephone Support

• Full Service Center Drop-OffFull Service Center Drop-Off

• On-site AssistanceOn-site Assistance

• Self Help (web site)Self Help (web site)

Telephone Support:Telephone Support:

• Provide clients with efficient supportProvide clients with efficient support

• Account supportAccount support

• Supply information or direct students to the Supply information or direct students to the appropriate solutionappropriate solution

Telephone Support Checklist:Telephone Support Checklist:

Developed to assist helpdesk staff diagnose Developed to assist helpdesk staff diagnose and solve network issues over the phone in a and solve network issues over the phone in a timely mannertimely manner

Services offered:Services offered:

• A full service helpdesk that diagnoses/repairs A full service helpdesk that diagnoses/repairs many hardware and software issuesmany hardware and software issues

• Adware / spyware / virus removalAdware / spyware / virus removal

• McAfee Antivirus installationMcAfee Antivirus installation

• Computer labsComputer labs

• EducationEducation

Pipeline to the Campus:Pipeline to the Campus:

ResNet and the MSU Campus share the ResNet and the MSU Campus share the following bandwidth:following bandwidth:

• 100 Mbps of commodity Internet100 Mbps of commodity Internet

• 2.4 Gbps of Internet 22.4 Gbps of Internet 2

Future Service Upgrades:Future Service Upgrades:• Fall 2007Fall 2007

100 Mbps connectivity to all of our 100 Mbps connectivity to all of our residentsresidents

Wireless connectivity in dining halls andWireless connectivity in dining halls and many common areas within the residencemany common areas within the residence hallshalls

ResNet Service Center Procedures:ResNet Service Center Procedures:

• Welcome clients into the service centerWelcome clients into the service center

• Verify student status through the helpdeskVerify student status through the helpdesk systemsystem

• Determine the issue that brought the Determine the issue that brought the customer to uscustomer to us

PC Support Procedures:PC Support Procedures:

A “Service Request Form” must be filled out A “Service Request Form” must be filled out for all computers checked into the centerfor all computers checked into the center

A “Service Checklist” must be filled out if the A “Service Checklist” must be filled out if the problem does not have a simple solutionproblem does not have a simple solution

An entry must be placed in the helpdesk to An entry must be placed in the helpdesk to document steps taken to correct the issuedocument steps taken to correct the issue

Service Request Form:Service Request Form:

Provides information about the student and Provides information about the student and their computer so we may work on ittheir computer so we may work on it

Gives a brief overview of the problemGives a brief overview of the problem

Releases the university and its employees Releases the university and its employees from liability if something happens to the PC from liability if something happens to the PC while in our carewhile in our care

Service Checklist:Service Checklist:

Documents steps taken to resolve issuesDocuments steps taken to resolve issues

Step-by-step procedures for most effective Step-by-step procedures for most effective PC repairPC repair

Used to give the client a description of what Used to give the client a description of what may have caused their issue may have caused their issue

Technical Support:Technical Support:

Diagnose and repair hardware and software Diagnose and repair hardware and software issuesissues

Remove adware / spyware / virusesRemove adware / spyware / viruses

Provide operating system reloads (worst case Provide operating system reloads (worst case scenario)scenario)

Helpdesk System:Helpdesk System:

Web based system developed to:Web based system developed to:

• Provide helpdesk staff with informationProvide helpdesk staff with information• Maintain current client listMaintain current client list• Track client issuesTrack client issues• Check status of port in roomCheck status of port in room• Trace policy violatorsTrace policy violators• Verify if services are downVerify if services are down• Assist users in the registration processAssist users in the registration process• Store our staff PC inventoryStore our staff PC inventory

In-Room Service: In-Room Service:

We provide in-room service under the We provide in-room service under the following circumstances:following circumstances:

When a student has been down to the When a student has been down to the center with their computer and cable, and center with their computer and cable, and both work fineboth work fine

When there is visible damage to the data When there is visible damage to the data jack in the client’s apartmentjack in the client’s apartment

Computer Labs:Computer Labs:

Provide our residents a place to work on a Provide our residents a place to work on a computer in peace and quietcomputer in peace and quiet

Seven computer labs spread through the Seven computer labs spread through the residence halls and Family and Graduate residence halls and Family and Graduate Housing areasHousing areas

A PC is provided to each hall front desk for A PC is provided to each hall front desk for immediate accessimmediate access

Free printingFree printing

Policies:Policies:

2 GB total download / upload limit per 24 2 GB total download / upload limit per 24 hour periodhour period

One computer per port (unless they pay for One computer per port (unless they pay for an extra connection)an extra connection)

No open file sharesNo open file shares

No wireless networks are allowed in the No wireless networks are allowed in the residence halls. Wireless networks in Family residence halls. Wireless networks in Family and Graduate Housing must be secureand Graduate Housing must be secure

Policy Violation Penalties:Policy Violation Penalties:

First offense – If client can not be contacted, First offense – If client can not be contacted, their network connection is suspended until their network connection is suspended until they are informed of their policy infractionthey are informed of their policy infraction

Second offense – Contact client and suspend Second offense – Contact client and suspend network service for three business daysnetwork service for three business days

Penalties continued:Penalties continued:

Third offense – Client must speak to Third offense – Client must speak to administration staff and network service is administration staff and network service is suspended for a week.suspended for a week.

Subsequent offenses – Disciplinary action as Subsequent offenses – Disciplinary action as determined by administrationdetermined by administration

Self Service:Self Service:

Our website provides useful information for Our website provides useful information for clients to diagnose and solve non-connection clients to diagnose and solve non-connection related issuesrelated issues

http://www.montana.edu/resnet http://www.montana.edu/resnet

Questions?Questions?

Evaluate me!Evaluate me!

Visit:Visit:

http://resnetsymposium.org/resnet2007http://resnetsymposium.org/resnet2007

and click on “Presentation Evaluations”and click on “Presentation Evaluations”