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

Tracking and Resolving Help Desk Requests

Ann Alvord

Desktop/Help Desk Manager


Csb sju help desk background

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

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 requests1

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 requests2

Help Desk Requests

  • Email messages are sent to IT Director if necessary.


Internal service levels

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

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 agreements1

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

Successes

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

  • Service Level Agreements


Successes1

Successes

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

  • Implemented ACD phone queue


Challenges

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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