1. Technology Services Employee Help Desk Overview

2. I need you to stop by my office on next Thursday the 20 th and load Adobe Pro 2014 on my laptop. There also appears to be something weird going on with my voicemail. I am unable to delete voicemail using Outlook… Oh yah, and I need a new mouse. My left click button is sticking.”

3. Technology Services? We are the Information Technology (IT) people. Technology Services endeavors to provide employees and students with excellent professional support for their technology needs therefore directly supporting the mission of BRCC. The goal of Technology Services is; “Providing, supporting, and promoting technology at Blue Ridge Community College.” Specifically, I represent the Employee Help Desk at the Technology Services Department. Employees (Faculty, Adjuncts, and Support Staff) are the customers that we directly support.

5. Roles and Responsibilities Technology Services and its customers have obligations to each other. It is important that the expectations of both the provider and the customer are identified and realistic. The overall responsibilities of the Help Desk personnel are to: Serve as a customer ambassador or advocate Document and track both issues and requests Resolve issues and fulfil requests Exercise good judgment Encourage customer self-service Communicate clearly with customer

6. Roles and Responsibilities Customer responsibilities include but are not limited to: Using defined processes for requesting help and services. Responding to inquiries from help desk staff that are resolving issues or handling IssueTrak requests. Customers are responsible for Commonwealth owned property assigned to them. BRCC owned devices and systems are to be maintained by help desk personnel only; employees should not be performing help desk functions/duties.

7. WHAT THE HELP DESK PROVIDES… I need stuff!

8. What we can do for YOU! Provide hardware –Submit an IssueTrak Ticket Request Provide software –Submit a signed and approved “New Software Request Form” Provide technology consultation –Submit an IssueTrak Ticket Request Provide one-on-one customer education Provide issue/problem resolution –Submit an IssueTrak Ticket

9. HOW DO I COMMUNICATE WITH THE HELP DESK? I need stuff!

10. Communication Methods Call the Help Desk at Extension 2400. If you need to stop by, the Employee Help Desk is located at the F117 suite.

11. What is the process or work flow?

12. THE HELP DESK DID NOT MEET MY EXPECTATIONS. Not a happy camper!

13. What do I do now?

15. How many of you remember the customer request on the second slide? It started with, “Don’t forget I need you to stop by my office and…”.

16. Hopefully you understand now why it is so important for us to have a process and work flow for customer communication with the help desk.

17. THE FUTURE OF THE HELPDESK AT BRCC

18. Future Plans Creating and implement a “Service Catalog” Project Team Create and implement a “Service Portal” Fully implement “Customer Surveys” Implement new Incident “Management System” Implement new Request “Management System”