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Desktop Support : Expectations from the Academy

Desktop Support : Expectations from the Academy. Disclaimer & Opening Questions What are the responsibilities of the central IT dept. for desktop support in a largely decentralized environment?

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Desktop Support : Expectations from the Academy

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  1. Desktop Support: Expectations from the Academy Disclaimer & Opening Questions • What are the responsibilities of the central IT dept. for desktop support in a largely decentralized environment? • Is desktop support really just about hardware/ software or the entire end-user experience w/technology? • What are the funding and personnel models that scale? • Is it about the technology or the relationships?

  2. Historical Support Model…A Story (something to which you can relate… ) Three areas: • Academic—cheaper, windows of response time longer, satisfaction less • Administrative—more expensive, time-is-of-an essence approach • Students (aka bugbusters) assist on an first-come basis or by appt. – reactive service.

  3. Outcomes • Patching, app installation, monitoring, asset inventories, and security audits automated • Focused on the business aspects and not the customer. Very democratic…very unpopular. • Led to many depts developing desktop support locally = massive inefficiencies, depts. grew a business/reason for being • $84 per month… 70 clients per technician

  4. Serendipitous Events that Forced Change • Campus-wide IT plan, Levine on board, retirements & reshuffling of organizational deck = significant cultural change • Program Review (aka: Shel) = outside voice of reason • Dell Contract = glimmer of hope • Mountains of feedback = support must change • “Concept of Transition Team” 30 days

  5. Emerging Processes, Priorities & Tools • Enabling frontline to solve desktop support questions • Time is of the essence. Developed a mobile app to check wait times at the two walk-in centers • Roadmap new technologies, never being slow to adopt • No longer underestimating selling the concept of value • Develop relationship management. • Create automated communication conduits, feedbackimmediate

  6. Ideal State • Standardized hardware for staff, options for faculty…quick fulfillment w/options for software…provisioning a snap…good storage…security etc. • Geographically positioned, multiple technicians that know area and build relationships • Communicate and govern to set reasonable expectations

  7. Revisiting the Questions • What are the responsibilities of the central IT dept. that can be clearly articulated for desktop support in a largely decentralized environment? • Is desktop support really just about hardware/ software or the entire end-user experience w/technology? What are the funding and personnel models that scale? • Is it about the technology or the relationships?

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