1. Train Your Brain Service Desk Training

2. Introductions Rose Parker Office of Information Technology Assistant Director of Support 19 years @ UT Travis Gordon Office of Information Technology HelpDesk Supervisor 9 years @ UT

3. Let’s find out about you! Who is managing a help/service desk? Who is taking on & supporting new services every year? Who has “retired” services in the last year? Who supports services that you only get a handful of calls per month/year? Who is responsible for Training/Documenting?

4. Agenda History Why Methodology Tools Implementation Results Demo

5. History Reorganized in 2009 to single point of contact OIT Staff reorganized into new positions New services to support Existing training program and documentation no longer sufficient

6. You have to keep up! Too many services to keep up with Don’t receive calls on a regular enough basis for certain services Poor documentation If one person is having trouble, then maybe everyone is

7. Solve 2 problems Employees who were having trouble keeping up with the vast amount of knowledge required for the job HelpDesk took on additional responsibilities and our current training did not address the big increase in knowledge required of new hires

8. Time for a new workout

9. Tools

10. Built a test bank of 300 questions which follows our Service Catalog Various styles: Multiple Choice, Multi- select, True/False Matching quiz to test Service Catalog

11. Approached training as you would taking a class Created “chapters” of learning Foundational principles and then move through the Service Catalog Start with Accounts & Account Management

12. Mix listening to calls with “book” learning Quiz for every chapter Benchmark is 50% (usually exceed score) Trainer reviews all questions missed & any questions that the trainee may have Service Catalog matching quiz @ the end

13. Content Management System Today: SharePoint Wiki Blog OneNote Public Knowledge Base Tomorrow: Google Sites for Wiki

14. Moving forward Add call center phone etiquette Add email/chat etiquette

15. Approach for Current Staff Receive 5 questions per week Quiz available from 7am Monday-6pm Friday 5-10 minutes Pull from questions we received last week Pull from time sensitive activities (Orientation, Sponsorship renewals)

16. Approach for Current Staff Reception from team Negative Indignant; they already know this stuff Add to work load Concerned it would reflect poorly on performance reviews

17. Approach for Current Staff Reception once implemented Positive “Confess” when they missed a question Mention that they had forgotten about a process & this was a good reminder

18. Maintenance of Training Fully-reviewed annually New services added during the annual review Out-of-date questions can be updated outside of the review cycle Training checklist updated regularly Internal documentation updated regularly

19. Results Better trained students More comprehensive training program Better communication between trainers Less conflict between trainers The end result is that it works much better than what we had before, which wasn’t much Much more organized

20. Demo & Questions

21. Rose Parker rose@utk.edu (865) 974-2649 Travis Gordon tsg@utk.edu (865) 974-2650