1. Gustavus Adolphus College Technology Helpline Work Flow

2. Gustavus Adolphus College User Services Day 2005 Gustavus Adolphus College Private, Liberal Arts, Coeducational, Residential, Church Affiliated College 2,500 Full Time Undergraduate Students 600 FTE Faculty, Staff and Administrators

3. Gustavus Adolphus College User Services Day 2005 Gustavus Technology Services Historically – Future?

4. Gustavus Adolphus College User Services Day 2005 Gustavus Technology Helpline 3 Full Time Staff 37 Work Study Students Phones Extra Help Senior Consulting Assistant Support all campus technology needs

5. Gustavus Adolphus College User Services Day 2005 Types of Problems? 81% Phone 6%Email 6%Walk In 7%Web Submission

6. Gustavus Adolphus College User Services Day 2005 Technology Helpline Cases in Database: 54%Students 19%Faculty 22%Staff/Administration 5%Everyone Else Prospective Students Graduates Retired Faculty Everyone

7. Gustavus Adolphus College User Services Day 2005 Problem Tracking Call Database Hitlist http://www.gustavus.edu/oncampus/computing/infotech/itstaff/helpline/ Dutyperson http://www.gustavus.edu/oncampus/computing/infotech/itstaff/helpline/

8. Gustavus Adolphus College User Services Day 2005 Challenges/Solutions Work Flow Urgent Issues Campus Wide Problems Incomplete Information Un-entered Cases Poor Communication – before, during and after process

9. Gustavus Adolphus College User Services Day 2005 Resolved by? 51% Students 36% 3 Full Time Staff 13% Other IT Staff