1. Copyright Copyright Alayna Wadleigh and Blaine Hensley 2008. This work is the intellectual property of the author. Permission is granted for this material to be shared for non-commercial, educational purposes, provided that this copyright statement appears on the reproduced materials and notice is given that the copying is by permission of the author. To disseminate otherwise or to republish requires written permission from the author

2. New Directions in Help Desk Support Presented by Alayna Wadleigh and Blaine Hensley

3. Our Environment Phone, e-mail, chat, or walk in Support personally owned machines Access to experts in supported systems Over 75,000 contacts in 2007 35 student consultants 8 full time shift leaders

4. Challenges Shrinking budget High liability of repair services

5. Historical Services Call Center E-mail Chat Drop off repair service Walk-in repair service

6. Historical Drop Off Repair File-by-file symptom repair for viruses and spyware Repair time per machine high High liability Professional staff

7. Historical Walk-in Repair Long repair time Long wait time Overflow space issues

8. Our options Take your pick but not your time. Close the drop off service Outsource to our Campus Computer Store Propose an alternative

9. Decision Cost recovery Standardize imaging –Data backup Student run Customer education consultations

10. Drop Off Price List

11. Limiting Liability in Drop Off Student employee access to student data limited Improve intake procedure

12. Customer Information

13. System Description

14. Problem Description

15. Services Requested

16. Service Waiver

17. Support Console

18. Work Log

19. The Process Windows Deployment Services (WDS) Microsoft Deployment (MSD) –Formerly known as Business Desktop Deployment (BDD)

20. PXE Boot

21. Loading Windows PE

22. Preinstallation Environment

23. Custom Application

24. WDS Wizard

25. Custom Application

26. The Process Windows Deployment Services (WDS) Microsoft Deployment (MSD)

27. Opportunities for more… Beta testing Tier 2 support Back up walk-in

28. Updates to Walk-in Hands off approach Provide documentation Move to lobby

29. Updates to Call Center Increased technical solutions Remote Desktop Software –Bomgar (bomgar.com) Same hands off approach

30. Staffing 3 service points Supervision across locations Internal chat system –Jabber Hiring more staff

31. Training New Staff Boot camp –E-mail –Phones –Walk-in Final review 4% Raise

32. Training of Current Staff Weekly meetings IT community formal training Expert consulting

33. The road to success…

34. Customer Satisfaction

35. Fall Rush Walk-in Contacts

36. Reduced Liability No purchase of replacement parts Increased customer involvement Processes approved by ISO

37. Drop Off Service Level

38. Cost Recovery Results

39. Employee Satisfaction Increased opportunities for growth Empowered staff to provide feedback Path to full time positions

40. Alignment with University Core Values Learning Discovery Freedom Leadership Individual Opportunity Responsibility

41. Would we do it again? Yes!

42. Questions? Alayna Wadleigh (512) 475-9245 alayna@austin.utexas.edu Blaine Hensley (512) 232-0962 bhensley@austin.utexas.edu