Student Support at the Service Desk Presented to UCSF Education Committee September 8, 2011 Julie Cox Director, IT Customer Services and Service Desk

Student Support Goals Student Support Accomplishments Next 90 days 2 Agenda

Goals for Student Support Special phone routing for students Hold times of 2 minutes or less during normal business hours Ability to leave voice mail after 2 minutes on hold with return call within 24 hours 70% First Call Resolution Evaluate ability to achieve goals within next 90 days in order to establish formal SLA Areas of Support: –My Access – Accessibility –Wireless and VPN connectivity –Live analyst available 24 x 7 x 365 –Scheduling assistance for walk-in support at the Library

Student Support Accomplishments Knowledge base built in Service-now Student support team (in library) is set up on Service-now and trained in its operation Student Service Desk support team has been identified and trained Student phone line is set up and is option 3 Marketing documentation distributed and SD attendance at the various student orientations Initial support requirements are complete and defined

Next 90 days Support SFGH from Executive Park Develop and implement organizational structure to support skills-based routing instead of entity- based Complete knowledge-base to support Incident Management and begin cross training of staff Complete workflows for Incident Management in Service-now Implement Service-now as a replacement for Remedy for current campus Remedy users

Next 90 days (cont.) Select and standardize remote control tools Complete HIPAA training for all service desk analysts Develop support model for mobile devices Develop/report regular metrics to support service levels, customer satisfaction and staff productivity Call recording for all service desk agents to assist in training and quality control Reduce service desk staff by additional 4 FTEs