Carol Rose St. Cloud State University

Enrollment – 17,000 + Faculty & Staff – 1,700 HelpDesk consists of: 2 FTE (ResNet and HelpDesk Coordinators) 30+ students Funded by Student Tech Fee and ResLife HelpDesk supports: All student machines (ResNet and off-campus) Faculty and staff personal machines Some office technology All HuskyNet-related services

1.Provide increased assistance during periods of high demand. 2.Improve training for student workers. 3.Provide improved support for customers by developing new technologies and procedures. 4.Increase awareness of vulnerabilities. 5.Improve internal communication 6.Increase self-help options.

How did we evaluate? Nortel Call Center Altiris Service Desk Door Counter What did we do? Opened additional location in Student Union Added Move-in Weekend support Modified our scheduling practices

Scheduling students based on our needs

Established a training outline for new hires Mandated weekly meetings Additional training tools (Atomic Learning) Unique projects: Love Your Computer campaign How-to Videos Connect to Network, Install SEP, Connect to Virtual Lab, etc. Print Queue Application Wiki

Sharing knowledge and promoting network security, PC safety tips, etc.

HelpDesk Toolkit Customer-facing monitor, keyboard and mouse Wiki Knowledge base Network-Attached Storage (NAS) for data backup Flash drives with write-locking capabilities Bomgar Remote Support Software

Quick Ticket Decrease the amount of time needed to enter incidents into Altiris and increase the accuracy of the number of incidents that are logged Account Details Verify password and unlock account Reset profiles Reset Roaming profiles Dashboard Display status of computers in-back

Fills the Ticket Details fields with default settings

Allows students to check their and File/Web space quota

Allows customers to enter their password for account activation and verification

Remote Support for personal computers and devices

Secure Remote Support Software Supports Windows, Linux, Mac, Blackberry and Windows Mobile from one screen Features View demo View demo Click-to-Chat Escalation File Transfer Reboot and Reconnect Training and Presentation opportunities Jump Technologies

Love Your Computer Campaign Campus-wide events Yearly new student orientation Yearly “phishing” warning messages Opened a new satellite location in the Student Center

Focused on communication between HelpDesk and computer labs Developed team atmosphere between HelpDesk student workers and the FTE college techs Improved internal communication

How-to Videos Quota Check tool Print Queue Application Provide options to customers: Download and install things themselves HelpDesk assistance (while they wait or check-in) Coming soon – Knowledge Base

Improved focusing of scheduling our resources Fewer complaints from staff and customers Providing tools for our consultants has empowered them to solve more problems during the first point of contact Putting the tools in the hands of the customers results in self-sufficient customers