1. Information and Technology Services Customer Services

2. Information and Technology Services

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

4. 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

5. Requests for Assistance in 2005

6. Requests for Assistance

7. Desktop Support Staff

9. Training Coordinator

10. 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

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

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

13. 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

14. ITS Customer Services Desktop Support Special Programs

15. 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

16. Program Support Staff

17. ITS Customer Services Desktop Support Special Programs Help Desk

18. 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

19. Help Desk Student Assistants

21. Contact the Help Desk Assistance: walk-in or appointment - Monday through Friday - 7:30 am to 7:00 pm Phone: 389-6654 - Daily 7:30 am to 11:30 pm Email: helpdesk@mnsu.eduhelpdesk@mnsu.edu Online submission: helpdesk.mnsu.edu

22. Help Desk

23. Help Desk Self Help Area

24. Help Desk Student Assistants

26. 2004/2005 Survey Results Help Desk

27. Was your issue resolved in a timely manner? 20042005 81%86%

28. Were the Help Desk technicians knowledgeable about the issue? 20042005 92%93%

29. Was the problem resolved to your satisfaction? 20042005 92%89%

30. Have you been directed to use our Computer Remote Assistance? 20042005 15%20%

31. Did you find the Computer Remote Assistance useful? 20042005 86%95%

32. When the Help Desk is unable to assist you on the phone during busy periods, would you prefer to: 2004 2005

33. When you come to the Help Desk during busy periods, would you prefer to: 20042005

34. Overall, how would you rate our Help Desk service? 20042005 88%92%

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

36. 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

37. Statewide D2L Help Desk

40. D2L Help Desk Student Assistants

42. RightNow Knowledgebase Administrator

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

44. Staging Room Student Assistants

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

46. 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

47. New Location

48. New ER Facility

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

50. 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

51. New Campus Computer Store

54. Computer Store Staff

55. Computer Store Student Assistants

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

57. 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

58. Contact Customer Services Help Desk 389-6654 Online work order submission Helpdesk.mnsu.edu Send an e-mail to the Help Desk Helpdesk@mnsu.edu Multimedia classroom hotline 389-3221 Campus Computer Store 389-1907 Resnetdepot@mnsu.edu

59. Information and Technology Services Customer Services