Tracking and resolving help desk requests
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Tracking and Resolving Help Desk Requests. Ann Alvord Desktop/Help Desk Manager. CSB/SJU Help Desk Background. Service 6,500 faculty/staff/students Total university-owned workstations is 1,900 Two full time Help Desk staff and five student workers 29,000+ calls, emails and walk-ins for 2004

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Tracking and Resolving Help Desk Requests

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Tracking and Resolving Help Desk Requests

Ann Alvord

Desktop/Help Desk Manager


CSB/SJU Help Desk Background

  • Service 6,500 faculty/staff/students

  • Total university-owned workstations is 1,900

  • Two full time Help Desk staff and five student workers

  • 29,000+ calls, emails and walk-ins for 2004

  • 75% answered in one day of the request being made.


Help Desk Requests

  • Call is made to the Help Desk by phone, email or walk-in.

  • Request is logged into Help Desk software (Magic TSD) and routed to appropriate group.


Help Desk Requests

  • Pop up reminders are triggered if necessary so all information is entered.

  • Email message is sent to members. Group members are responsible for taking call and following up based on service level agreement. Remote control is utilized.


Help Desk Requests

  • Email messages are sent to IT Director if necessary.


Internal Service Levels

  • Areas of improvement based on customer surveys

    • Response Time

    • Communication

  • All staff agreed on one set of service level agreement metrics


Internal Service Level Agreements

  • System Down (Priority 1) – Critical and immediate impact to business operation of user. This type of call can expect a 1 hour response rate.

  • Severe Impact (Priority 2) – Significant impact to business operation of user with no work-around. This type of call can expect a 4 hour response rate.


Internal Service Level Agreements

  • Moderate Impact (Priority 3) – Significant impact to business operation of the user with adequate work-around procedure in place. This type of call can expect a 1 day response rate.

  • General Impact (Priority 4) – General questions that do not significantly impact the business operation of the user. This type of call can expect a 2-3 day response rate.


Successes

  • Training of student employees. More focus on customer service.

  • Service Level Agreements


Successes

  • Easy to log calls. Implemented pop ups with reminders (i.e. enter problem description, etc.)

  • Implemented ACD phone queue


Challenges

  • Getting staff to respond to requests in a timely manner with consistency

  • Communication between campus Help Desks & student workers.

  • Student workstations and the service that is provided.


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