Open SUNY Help Desk Support Services Update – Something Old, Something New, Something Borrowed, Something Blue! Open SUNY HelpDesk Support Services Update Presenters Mike Walker Matt Casalinuovo Lauren Dembrosky Doug Shaw
Session Focus Session Agenda: Presenters: A little history Staffing Change in support Knowledge Base Project Management Questions and Answers Matt Casalinuovo Lauren Dembrosky Doug Shaw Mike Walker
10 North Pearl St. Albany Picture from http://www.nscommercial.com/how-to-redesign-office-space-with-employees-in-mind.php
History SUNY Learning Network started in 1994. HelpDesk on UAlbany campus in 1997 for 58 hours a week including weekends. Expanded to 73 hours a week in 2005. Currently 76 hours. ANGEL migration started in Fall 2007. Footprints fully implemented in January 2009 along with Service Desk structure (ITIL). Image taken from juvenescence.net
History Knowledgebase on Confluence – 2009 End User Survey – 2010 Chat application - 2012 Blackboard migration Spring 2013 to Spring 2018 Open SUNY+ 24/7 support – 2014 and 2015 Open SUNY website change (Ranku) – August 2016 Image taken from juvenescence.net
Then and Now 2006 Top 6 Categories 2017 Top 6 Categories to date Login Issues – 18.31% Directed to Campus – 14.09% New Student issues- 12.78% Course Related Issues- 12.20% Maintain Student Account – 11.24% Browser/Connection issues- 6.21% Course Related issues – 30.72% Directed to Campus- 16.18% Course Design issues – 7.97% Grade Center– 6.30% Login Issues– 6.30% Prospective Student– 4.39%
Staff Open SUNY Support Services HelpDesk Add group picture - Where is Steve?
Currently all Professional UUP positions. Staff Currently all Professional UUP positions. Occasional Student Assistant to help with coverage. Various backgrounds. Skill sets include Instructional Design,Media Design, Computer Information, Data Management, Project Management, Customer Service, Student Supports, etc.
Average 20,000 to 33,000 contacts per year. Changes in support Average 20,000 to 33,000 contacts per year. In 2006, faculty/staff accounted for 16% of total. In 2012, faculty/staff accounted for 20%, 2014 it was 30% and in 2016 it has grown to 41% of total. Average handle time in 2016 for all contacts was just over 11 minutes. Faculty/staff contacts average handle time is twice as much as students.
Change in Support Total tickets / User Type per Academic Year Came up with various staffing models. This example adds staff to Open SUNY HelpDesk to expand hours to midnight and cover rest with outsourced HelpDesk Total tickets / User Type per Academic Year
Change In Support Student tickets by Category each month
Change In Support Faculty/Staff tickets by Category each month
Migration Training for Faculty Train the Trainer In depth Question and Answer sessions Faculty Blackboard Webinars Blackboard Tests: Going Beyond Multiple Choice Monitoring Student Success: Running Reports and Using the Blackboard Learn Retention Center
Training SUNY CPD / Open SUNY COTE -http://cpd.suny.edu/cotelanding.cfm
Knowledge Base Open SUNY Knowledge Base in Confluence http://wiki.sln.suny.edu
Knowledge Base Open SUNY Knowledge Base in Learning Commons http://commons.suny.edu/opensunysupport/
Knowledge Base http://commons.suny.edu/opensunysupport/articles-for-instructors/
Knowledge Base http://commons.suny.edu/opensunysupport/articles-for-students/
Knowledge Base Open SUNY+ Support web page http://commons.suny.edu/opensunysupport/technical-support/
Knowledge Base http://commons.suny.edu/opensunysupport/suggest-a-knowledge-base-article/
Knowledge Base http://commons.suny.edu/opensunysupport/known-issues/
Knowledge Base http://commons.suny.edu/opensunysupport/known-issues/
HelpDesk Project Status Define Discuss Develop Execution Plan Implementation
Improve Service Offerings Potential Introduction of New Services Why the Project? Improve Service Offerings Potential Introduction of New Services Opportunity for Issues to be Identified
Representation from all Sectors Campus Taskforce 13 Representatives 4 – State Operated Campuses 9 – Community Colleges Representation from all Sectors Large/Small Campuses Long Term/Short Term Campuses
Vetting Process for Suggested Plans Campus Taskforce Expanded Perspective We are not a campus Vetting Process for Suggested Plans Opportunity for Issue Identification
Question Examples
Questions and Answers Open.SUNY.edu/Help Picture taken from http://www.schoolofcoachingmastery.com/coaching-blog/bid/54576/101-Incredible-Coaching-Questions Open.SUNY.edu/Help