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New Directions in Help Desk Support Presented by Alayna Wadleigh and Blaine Hensley
Our Environment Phone, , chat, or walk in Support personally owned machines Access to experts in supported systems Over 75,000 contacts in student consultants 8 full time shift leaders
Challenges Shrinking budget High liability of repair services
Historical Services Call Center Chat Drop off repair service Walk-in repair service
Historical Drop Off Repair File-by-file symptom repair for viruses and spyware Repair time per machine high High liability Professional staff
Historical Walk-in Repair Long repair time Long wait time Overflow space issues
Our options Take your pick but not your time. Close the drop off service Outsource to our Campus Computer Store Propose an alternative
Decision Cost recovery Standardize imaging –Data backup Student run Customer education consultations
Drop Off Price List
Limiting Liability in Drop Off Student employee access to student data limited Improve intake procedure
Customer Information
System Description
Problem Description
Services Requested
Service Waiver
Support Console
Work Log
The Process Windows Deployment Services (WDS) Microsoft Deployment (MSD) –Formerly known as Business Desktop Deployment (BDD)
PXE Boot
Loading Windows PE
Preinstallation Environment
Custom Application
WDS Wizard
Custom Application
The Process Windows Deployment Services (WDS) Microsoft Deployment (MSD)
Opportunities for more… Beta testing Tier 2 support Back up walk-in
Updates to Walk-in Hands off approach Provide documentation Move to lobby
Updates to Call Center Increased technical solutions Remote Desktop Software –Bomgar (bomgar.com) Same hands off approach
Staffing 3 service points Supervision across locations Internal chat system –Jabber Hiring more staff
Training New Staff Boot camp – –Phones –Walk-in Final review 4% Raise
Training of Current Staff Weekly meetings IT community formal training Expert consulting
The road to success…
Customer Satisfaction
Fall Rush Walk-in Contacts
Reduced Liability No purchase of replacement parts Increased customer involvement Processes approved by ISO
Drop Off Service Level
Cost Recovery Results
Employee Satisfaction Increased opportunities for growth Empowered staff to provide feedback Path to full time positions
Alignment with University Core Values Learning Discovery Freedom Leadership Individual Opportunity Responsibility
Would we do it again? Yes!
Questions? Alayna Wadleigh (512) Blaine Hensley (512)