Information and Technology Services Customer Services Information and Technology Services ITS Customer Services Desktop Support Special Programs Help Desk D2L Statewide Help Desk Staging Room Electronic Repair Campus Computer.
Download ReportTranscript Information and Technology Services Customer Services Information and Technology Services ITS Customer Services Desktop Support Special Programs Help Desk D2L Statewide Help Desk Staging Room Electronic Repair Campus Computer.
Information and Technology Services Customer Services Information and Technology Services ITS Customer Services Desktop Support Special Programs Help Desk D2L Statewide Help Desk Staging Room Electronic Repair Campus Computer Store ResNet Depot ITS Customer Services 15 full time staff and 25 student assistants : 6 Computer Support Specialists 1 Training Coordinator 1 Help Desk Coordinator 1 RightNow Knowledgebase Administrator 2 Electronic Repair Technicians 2 Campus Computer Store Staff 2 ResNet Computer Support Staff Requests for Assistance in 2005 2005 work orders (22,731) 3500 3000 2500 2000 1500 1000 500 Ja n Fe ua bu r y ru ar y M ar ch Ap ril M ay Ju ne Ju Au ly Se gu pt st em b O er ct N obe ov em r D ec ber em be r 0 Staff Faculty Student Total Requests for Assistance 18000 16000 14000 12000 10000 Staff Faculty 8000 6000 4000 2000 0 Student Desktop Support Staff Desktop Support Staff Training Coordinator Faculty and Staff Support Setup new and recycled MSU Computers Macintosh OS X Windows XP Professional Maintain MSU equipment Troubleshoot and repair equipment Install and upgrade software Provide training for supported software Student Support First Year Experience Orientation • Brochure • Video Spyware removal tools Virus removal tools Self Help documents Student Support Provide assistance with laptops Install and configure wireless network cards on laptop computers Assist with: • • • • File save/restore operations E-mail access/setup MavDisk problems MavPrint problems Student Support Assist with individual user IDs Check the status of MSU accounts Assist with password changes Assist in setting up dial-in accounts Set up disks Printed Instructions Assist with Virtual Private Network (VPN) and proxy setup ITS Customer Services Desktop Support Special Programs Special Programs COB laptop initiative - Computer distribution - Hardware maintenance - Software installation and upgrade - Walk-in and appointment - Troubleshoot computer problems - Rebuild computers as necessary - Setup campus printer access Program Support Staff ITS Customer Services Desktop Support Special Programs Help Desk Help Desk Help Desk 3 tiered response system First level staffing: student assistants Second level staffing: full time computer technicians Third level staffing: full time computer specialists Help Desk Student Assistants Help Desk Student Assistants Contact the Help Desk Assistance: walk-in or appointment - Monday through Friday - 7:30 am to 7:00 pm Phone: 389-6654 - Daily 7:30 am to 11:30 pm Email: [email protected] Online submission: helpdesk.mnsu.edu Help Desk Help Desk Self Help Area Help Desk Student Assistants Help Desk Student Assistants Help Desk 2004/2005 Survey Results Was your issue resolved in a timely manner? 2004 8% 2005 2% 8% 0% 6% 11% Strongly Agree 39% 8% Strongly Agree 7% Agree Agree Neutral Neutral 53% Disagree No Answer Given No Answer Given 26% 32% 81% Disagree Strongly Disagree Strongly Disagree 86% Were the Help Desk technicians knowledgeable about the issue? 2004 2005 1% 3% 4% 6% 7% 3% 2% Strongly Agree 7% Agree Strongly Agree 42% Neutral Agree Neutral Disagree 56% 29% Strongly Disagree No Answer Given Strongly Disagree No Answer Given 40% 92% Disagree 93% Was the problem resolved to your satisfaction? 2004 6% 2005 3% 5% 2% 6% 1% 4% 8% 46% Strongly Agree Strongly Agree Agree Agree Neutral Neutral Disagree Strongly Disagree Disagree 26% 58% 35% 92% Strongly Disagree No Answer Given No Answer Given 89% Have you been directed to use our Computer Remote Assistance? 2004 2005 15% 18% 20% 22% Yes Yes No No No Answer Given No Answer Given 58% 67% 15% 20% Did you find the Computer Remote Assistance useful? 2004 2005 3% 14% 0% 2% 18% 14% 43% Strongly Agree Strongly Agree Agree Agree Neutral 53% Disagree Strongly Disagree Disagree Strongly Disagree 24% 29% 86% Neutral 95% When the Help Desk is unable to assist you on the phone during busy periods, would you prefer to: 2004 10% 2005 11% 13% 11% 10% ACD 14% Call Back Call Back Nontech 31% Self Service Nontech 29% SelfService Voice Mail 21% 14% ACD Voice Mail No Answer Given 18% 18% No Answer Given When you come to the Help Desk during busy periods, would you prefer to: 2004 2005 23% 25% 32% Appointment 39% Come back later Leave your pc Leave your pc Wait Wait No Answer Given 4% 23% Appointment Come back later No Answer Given 20% 5% 16% 13% Overall, how would you rate our Help Desk service? 2004 8% 2005 3% 5% 3% 3% 4% 33% 9% Excellent Excellent 12% Good Good 46% OK Poor Needs Improvement Needs Improvement No Answer Given No Answer Given 31% 43% 88% OK Poor 92% ITS Customer Services Desktop Support Special Programs Help Desk D2L Statewide Help Desk Statewide D2L Help Desk Provides individual assistance 16 hours a day, 7 days a week Phone and online support RightNow Knowledgebase access and updates Staffed primarily by students Statewide D2L Help Desk Knowledgebase Hits 30000 25000 20000 15000 10000 5000 20 04 /0 8 20 04 /1 0 20 04 /1 2 20 05 /0 2 20 05 /0 4 20 05 /0 6 20 05 /0 8 20 05 /1 0 20 05 /1 2 0 Sessions Pages Viewed Statewide D2L Help Desk Questions Submitted 700 600 500 400 Via Web 300 Via Email 200 100 20 04 /0 8 20 04 /1 0 20 04 /1 2 20 05 /0 2 20 05 /0 4 20 05 /0 6 20 05 /0 8 20 05 /1 0 20 05 /1 2 0 Statewide D2L Help Desk FAQ Activity Summary 8000 7000 6000 5000 4000 3000 2000 1000 20 04 /0 8 20 04 /1 0 20 04 /1 2 20 05 /0 2 20 05 /0 4 20 05 /0 6 20 05 /0 8 20 05 /1 0 20 05 /1 2 0 Searches FAQ's Viewed D2L Help Desk Student Assistants D2L Help Desk Student Assistants RightNow Knowledgebase Administrator ITS Customer Services Desktop Support Special Programs Help Desk D2L Statewide Help Desk Staging Room Staging Room Student Assistants ITS Customer Services Desktop Support Special Programs Help Desk D2L Statewide Help Desk Staging Room Electronic Repair Electronic Repair Certified Apple technician Certified Dell technicians Hardware maintenance for all MSU electronic equipment Hardware maintenance for Dell and Apple computers sold by the Campus Computer Store Support for Airport Simulators New Location New ER Facility ITS Customer Services Desktop Support Special Programs Help Desk D2L Statewide Help Desk Staging Room Electronic Repair Campus Computer Store Campus Computer Store Sales at academic pricing: Apple and Dell computers Printers and other peripherals Software and computer bags Cables, ink cartridges, wireless cards Provides Norton AntiVirus Site License Provides MS Office License for staff and faculty New Campus Computer Store New Campus Computer Store New Campus Computer Store Computer Store Staff Computer Store Student Assistants ITS Customer Services Desktop Support Special Programs Help Desk D2L Statewide Help Desk Staging Room Electronic Repair Campus Computer Store ResNet Depot ResNet Depot Located in Gage and Carkoski Dedicated service for hall residents Internet connectivity Software updates and installation Hardware troubleshooting Spyware and virus removal Ethernet card installation Contact Customer Services Help Desk 389-6654 Online work order submission • Helpdesk.mnsu.edu Send an e-mail to the Help Desk • [email protected] Multimedia classroom hotline 389-3221 Campus Computer Store 389-1907 [email protected] Information and Technology Services Customer Services