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SunGard Higher Education Central Help Desk - PowerPoint PPT Presentation


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SunGard Higher Education Central Help Desk. Central Help Desk (CHD) - Overview. General Overview Receive tier 1 (1 st 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”

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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
chd performance metrics
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
central help desk chd offerings
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
course management systems
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