Information and Technology Services Customer Services.

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Presentation transcript:

Information and Technology Services Customer Services

Information and Technology Services

ITS Customer Services Desktop Support Special Programs Help Desk D2L Statewide Help Desk Staging Room Electronic Repair Campus Computer Store ResNet Depot

ITS Customer Services 15 full time staff and 25 student assistants : 6 Computer Support Specialists 1 Training Coordinator 1 Help Desk Coordinator 1 RightNow Knowledgebase Administrator 2 Electronic Repair Technicians 2 Campus Computer Store Staff 2 ResNet Computer Support Staff

Requests for Assistance in 2005

Requests for Assistance

Desktop Support Staff

Training Coordinator

Faculty and Staff Support Setup new and recycled MSU Computers Macintosh OS X Windows XP Professional Maintain MSU equipment Troubleshoot and repair equipment Install and upgrade software Provide training for supported software

Student Support First Year Experience Orientation Brochure Video Spyware removal tools Virus removal tools Self Help documents

Student Support Provide assistance with laptops Install and configure wireless network cards on laptop computers Assist with: File save/restore operations access/setup MavDisk problems MavPrint problems

Student Support Assist with individual user IDs Check the status of MSU accounts Assist with password changes Assist in setting up dial-in accounts Set up disks Printed Instructions Assist with Virtual Private Network (VPN) and proxy setup

ITS Customer Services Desktop Support Special Programs

COB laptop initiative - Computer distribution - Hardware maintenance - Software installation and upgrade - Walk-in and appointment - Troubleshoot computer problems - Rebuild computers as necessary - Setup campus printer access

Program Support Staff

ITS Customer Services Desktop Support Special Programs Help Desk

Help Desk 3 tiered response system First level staffing: student assistants Second level staffing: full time computer technicians Third level staffing: full time computer specialists

Help Desk Student Assistants

Contact the Help Desk Assistance: walk-in or appointment - Monday through Friday - 7:30 am to 7:00 pm Phone: Daily 7:30 am to 11:30 pm Online submission: helpdesk.mnsu.edu

Help Desk

Help Desk Self Help Area

Help Desk Student Assistants

2004/2005 Survey Results Help Desk

Was your issue resolved in a timely manner? %86%

Were the Help Desk technicians knowledgeable about the issue? %93%

Was the problem resolved to your satisfaction? %89%

Have you been directed to use our Computer Remote Assistance? %20%

Did you find the Computer Remote Assistance useful? %95%

When the Help Desk is unable to assist you on the phone during busy periods, would you prefer to:

When you come to the Help Desk during busy periods, would you prefer to:

Overall, how would you rate our Help Desk service? %92%

ITS Customer Services Desktop Support Special Programs Help Desk D2L Statewide Help Desk

Statewide D2L Help Desk Provides individual assistance 16 hours a day, 7 days a week Phone and online support RightNow Knowledgebase access and updates Staffed primarily by students

Statewide D2L Help Desk

D2L Help Desk Student Assistants

RightNow Knowledgebase Administrator

ITS Customer Services Desktop Support Special Programs Help Desk D2L Statewide Help Desk Staging Room

Staging Room Student Assistants

ITS Customer Services Desktop Support Special Programs Help Desk D2L Statewide Help Desk Staging Room Electronic Repair

Certified Apple technician Certified Dell technicians Hardware maintenance for all MSU electronic equipment Hardware maintenance for Dell and Apple computers sold by the Campus Computer Store Support for Airport Simulators

New Location

New ER Facility

ITS Customer Services Desktop Support Special Programs Help Desk D2L Statewide Help Desk Staging Room Electronic Repair Campus Computer Store

Sales at academic pricing: Apple and Dell computers Printers and other peripherals Software and computer bags Cables, ink cartridges, wireless cards Provides Norton AntiVirus Site License Provides MS Office License for staff and faculty

New Campus Computer Store

Computer Store Staff

Computer Store Student Assistants

ITS Customer Services Desktop Support Special Programs Help Desk D2L Statewide Help Desk Staging Room Electronic Repair Campus Computer Store ResNet Depot

Located in Gage and Carkoski Dedicated service for hall residents Internet connectivity Software updates and installation Hardware troubleshooting Spyware and virus removal Ethernet card installation

Contact Customer Services Help Desk Online work order submission Helpdesk.mnsu.edu Send an to the Help Desk Multimedia classroom hotline Campus Computer Store

Information and Technology Services Customer Services