1. 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

2. 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

3. 10 North Pearl St. Albany
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4. 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 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

5. History Knowledgebase on Confluence – 2009 End User Survey – 2010
Chat application
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

6. 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 %
Course Related Issues %
Maintain Student Account – 11.24%
Browser/Connection issues- 6.21%
Course Related issues – 30.72%
Directed to Campus %
Course Design issues – 7.97%
Grade Center– 6.30%
Login Issues– 6.30%
Prospective Student– 4.39%

7. Staff Open SUNY Support Services HelpDesk
Add group picture - Where is Steve?

8. 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.

9. 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.

10. 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

11. Change In Support
Student tickets by Category each month

12. Change In Support
Faculty/Staff tickets by Category each month

13. 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

14. Training
SUNY CPD / Open SUNY COTE -

15. Knowledge Base Open SUNY Knowledge Base in Confluence

16. Knowledge Base Open SUNY Knowledge Base in Learning Commons

17. Knowledge Base

18. Knowledge Base

19. Knowledge Base Open SUNY+ Support web page

20. Knowledge Base

21. Knowledge Base

22. Knowledge Base

23. HelpDesk Project Status
Define
Discuss
Develop Execution Plan
Implementation

24. 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

25. 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

26. Vetting Process for Suggested Plans
Campus Taskforce
Expanded Perspective
We are not a campus
Vetting Process for Suggested Plans
Opportunity for Issue Identification

27. Question Examples

28. Questions and Answers Open.SUNY.edu/Help
Picture taken from
Open.SUNY.edu/Help