www.sungardhe.com sungard higher education central help desk
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www.sungardhe.com
SunGard Higher EducationCentral Help Desk
2www.sungardhe.com
Central Help Desk (CHD) - Overview General Overview
Receive tier 1 (1st call) IT help desk calls into Maitland, FL All calls answered live – No IVR Dedicated toll free line per client Custom answer script - “private label” All work is recorded in site’s Help Desk Online (HDO)
Provide Tier 1 help desk support and triage all other issues to site. Currently Support: All Major ERPs and several minor ones All Email Solutions (Lotus Notes, Exchange, GroupWise, Web Mail) More Desktop apps than can be listed Most major CMS applications (Angel, WebCT, Blackboard) Provide basic How-To level instruction
Team & technician based call routing for higher probability of repeat technician contacts Professional in-depth training program for all new hires (3 week training regiment) Scaleable to meet peak call demands Robust and Redundant Telecomm Infrastructure
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Central Help Desk Telephone Infrastructure
Site End-User
Site Teleco Provider
Site PBX
Time Warner
Off-Site Location
Remote HD Location
SunGard HE Data Center
corp-voip-01
corp-voip-02
Corp PBX
ACD Server
orldc-voip-01
orldc-voip-02
Site-voip-01
SunGard HE Maitland Office
TDM
PhoneSet
Soft Phone
IP
TDM
IP
IP
IP
TDM
Laptop
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CHD Performance Metrics
2005 Performance Metrics Number of schools supported 53 2005 calls 240,000+ Average speed to answer (ASA) <30 sec CMS first call resolution rate 96% CHD first call resolution rate 73% QA Response Rate 8.0/9.0
Value Proposition Higher & consistent customer service at a lower cost Scale and depth of skills to meet seasonal demand Increased Support hours to meet expanding needs of Faculty, Staff & Students Defined Service Level Guidelines & reporting Scale and depth of skills to support new technologies
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CHD Rolling 14 Month Calls
0
5,000
10,000
15,000
20,000
25,000
30,000
35,000
40,000
45,000
Calls
Total 12,539 11,770 14,666 17,563 16,976 15,544 39,179 26,467 20,197 18,077 16,392 34,892 18,685 19,696
Feb 2005
Mar 2005
April 2005
May 2005
June 2005
July 2005
Aug 2005
Sept 2005
Oct 2005Nov 2005
Dec 2005
Jan 2006Feb 2006
Mar 2006
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Central Help Desk (CHD) - Offerings
Faculty & Staff Help Desk 24 x 7 Help Desk (best value) 8 – 5 (or any X – Y M-F hours) plus optional weekend hours
Student Help Desk Always 24 x 7 Help Desk
CMS Help Desk (WebCT, Blackboard, Angel, etc)) Always 24 x 7 Help Desk
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Course Management Systems Remote CMS Management
Physically hosted in your Data Center CMS Administration
Course Administration Enrollment Management
CMS System Administration Hardware and OS Management Application Management
24 x 7 Help Desk
Hosted CMS Physically hosted in our Data Center in Orlando, FL CMS Administration
Course Administration Enrollment Management
CMS System Administration Hardware and OS Management Application Management
24 x 7 Help Desk