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Transforming the Customer Service Experience. Carol Rose St. Cloud State University. Background Info. Enrollment – 17,000 + Faculty & Staff – 1,700 HelpDesk consists of: 2 FTE ( ResNet and HelpDesk Coordinators) 30+ students

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transforming the customer service experience

Transforming the Customer Service Experience

Carol Rose

St. Cloud State University

background info
Background Info
  • Enrollment – 17,000 +
  • Faculty & Staff – 1,700
  • HelpDesk consists of:
    • 2 FTE (ResNet and HelpDesk Coordinators)
    • 30+ students
    • Funded by Student Tech Fee and ResLife
  • HelpDesk supports:
    • All student machines (ResNet and off-campus)
    • Faculty and staff personal machines
    • Some office technology
    • All HuskyNet-related services
areas to address
Areas to address
  • Provideincreased assistance during periods of high demand.
  • Improve training for student workers.
  • Provideimproved support for customers by developing new technologies and procedures.
  • Increase awarenessof vulnerabilities.
  • Improve internal communication
  • Increase self-help options.
increase assistance
Increase assistance

How did we evaluate?

  • Nortel Call Center
  • Altiris Service Desk
  • Door Counter

What did we do?

  • Opened additional location in Student Union
  • Added Move-in Weekend support
  • Modified our scheduling practices

Scheduling students based on our needs

improve training
Improve training
  • Established a training outline for new hires
  • Mandated weekly meetings
  • Additional training tools (Atomic Learning)
  • Unique projects:
    • Love Your Computer campaign
    • How-to Videos
      • Connect to Network, Install SEP, Connect to Virtual Lab, etc.
    • Print Queue Application
    • Wiki
love your computer campaign
Love Your Computer campaign

Sharing knowledge and promoting network security, PC safety tips, etc.

improve support
Improve support
  • HelpDesk Toolkit
  • Customer-facing monitor, keyboard and mouse
  • Wiki Knowledge base
  • Network-Attached Storage (NAS) for data backup
  • Flash drives with write-locking capabilities
  • Bomgar Remote Support Software
helpdesk toolkit1
HelpDesk Toolkit
  • Quick Ticket
    • Decrease the amount of time needed to enter incidents into Altiris and increase the accuracy of the number of incidents that are logged
  • Account Details
    • Verify password and unlock account
  • Reset profiles
    • Reset Roaming profiles
  • Dashboard
    • Display status of computers in-back
quota check tool
Quota Check Tool

Allows students to check their email and File/Web space quota

customer facing monitor keyboard and mouse
Customer Facing Monitor, Keyboard and mouse

Allows customers to enter their password for account activation and verification


Remote Support for personal computers and devices

  • Secure Remote Support Software
    • Supports Windows, Linux, Mac, Blackberry and Windows Mobile from one screen
  • Features View demo
    • Click-to-Chat
    • Escalation
    • File Transfer
    • Reboot and Reconnect
    • Training and Presentation opportunities
    • Jump Technologies
increase visibility
Increase visibility
  • Love Your Computer Campaign
  • Campus-wide events
  • Yearly new student orientation
  • Yearly “phishing” warning messages
  • Opened a new satellite location in the Student Center
improve communication
Improve communication
  • Focused on communication between HelpDesk and computer labs
  • Developed team atmosphere between HelpDesk student workers and the FTE college techs
  • Improved internal communication
increase self help options
Increase self-help options
  • How-to Videos
  • Quota Check tool
  • Print Queue Application
  • Provide options to customers:
    • Download and install things themselves
    • HelpDesk assistance(while they wait or check-in)
  • Coming soon – Knowledge Base
  • Improved focusing of scheduling our resources
  • Fewer complaints from staff and customers
  • Providing tools for our consultants has empowered them to solve more problems during the first point of contact
  • Putting the tools in the hands of the customers results in self-sufficient customers