1. CSULB TECHNOLOGY HELP DESK Help Desk Operations Working with Student Assistants Panel Discussion Presented by: Dan Olsen, CSU Long Beach Sue Rivera, CSU Bakersfield Saturday March 22nd, 10:30 AM

2. CSULB TECHNOLOGY HELP DESK Overview CSULB Technology Help Desk Staffing with Student Assistants Process of Hiring Training Guide Training Programs Administration Remedy – Mission Critical Application Technical Specifications Remedy Help Desk Application CSULB Model Campus Remedy Partners

3. CSULB TECHNOLOGY HELP DESK THD at CSU Long Beach Early History Building It Right! Open for Business - Fall 2000 Strong Marketing Plan Well Planned Growth Spring 2003 Update Staff Information Call Center and Walk-In Service Center Supported Applications Statistics

4. CSULB TECHNOLOGY HELP DESK THD Statistics (Through February 2003)

5. CSULB TECHNOLOGY HELP DESK Staffing With Student Assistants Process of Hiring Marketing the Job Opportunity Online Application Required Initial Evaluation and Phone Interview Call Center Tryout Group Review and Ranking Final Interview and Detail Review of Job Welcome to the THD!

6. CSULB TECHNOLOGY HELP DESK Staffing With Student Assistants Training Guide THD Administration and Training Guide Values Professional Responses to Customers Answering the Phone Fast Close Case or Make Positive Referral Rules and Regulations Remedy Instructions ACD Instructions

7. CSULB TECHNOLOGY HELP DESK Staffing With Student Assistants THD Statistics thru Feb 2003

8. CSULB TECHNOLOGY HELP DESK Staffing With Student Assistants Training Programs Primary Training – Prior to Each Semester The Holistic View of the Help Desk Organization of the University Review of Training Guide Application Training Administrative Business Cross Training Opportunities

9. CSULB TECHNOLOGY HELP DESK Staffing With Student Assistants Administration Scheduling Federal Work Study Setting the Schedule Changing the Schedule Senior Support Representatives Discipline Evaluations Open Door Policy

10. CSULB TECHNOLOGY HELP DESK Remedy – Mission Critical Application Technical Specifications Remedy Help Desk Consulting Services CSULB Model Campus-wide Deployment Centralized Administration Campus Remedy Partners Brief Remedy Demo (Time Permitting)

11. CSULB TECHNOLOGY HELP DESK THD Resources and Links 2003 CATS Presentation http://helpdesk.csulb.edu/news/CATS_2003_Presentation.ppt THD Administration Guide http://helpdesk.csulb.edu/admin/index.html Remedy Download and Installation Instructions http://helpdesk.csulb.edu/remedy.html 2001 CATS Presentation http://helpdesk.csulb.edu/news/cats2001_files/frame.htm

12. CSULB TECHNOLOGY HELP DESK Contact Information Daniel Olsen, Technology Help Desk Manager Phone: 562-985-5855 Email: olsen@csulb.eduolsen@csulb.edu THD Contact Information Phone: 562-985-4959 Email: helpdesk@csulb.eduhelpdesk@csulb.edu Web: http://helpdesk.csulb.eduhttp://helpdesk.csulb.edu Walk-In Service Center: NCC Lobby