The Evolution of a Service Desk

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Presentation transcript:

The Evolution of a Service Desk Ryan Swan Ryan.Swan@Oneonta.edu

Background: Phone support 8am-9pm with 3 workstations Printer/Lab support 8am-9pm with 2 workstations Equipment loan- (laptops, ppt clickers, projectors, etc.) Walk-in support Software installs/support Network device registration, troubleshooting Level 1 support Central point of contact between ITServices and our customers

Fall 2018 Training Schedule

Fall 2019 Training Schedule (work in progress)

Student Assessment

Remote Support Desk Coming Fall 2019!

2018 Incidents: 2019 Incidents:

2018 Tasks: 2019 Tasks:

Incoming Students How do we inform our student population about ITServices? How do we warn students about Phishing and Malware? What vector reaches them the best?

Where do we go from here?