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Help Desk Problem Tracking Work Flow – Challenges and Solutions

Help Desk Problem Tracking Work Flow – Challenges and Solutions. There are four presenters on this session, each having up to 8 minutes to describe their operations and the rest of the time for questions, answers, and brainstorming. Panel Members:.          Ann Alvord

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Help Desk Problem Tracking Work Flow – Challenges and Solutions

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  1. Help Desk Problem Tracking Work Flow – Challenges and Solutions There are four presenters on this session, each having up to 8 minutes to describe their operations and the rest of the time for questions, answers, and brainstorming.

  2. Panel Members:          Ann Alvord                    Support/Help Desk                    St. John's University          Tami Aune                    Residential/Helpline Coordinator                    Gustavus Adolphus College         Mike Johnson                    Help Desk Manager                    Bethel University          Jason Moran                    Help Desk Coordinator                    Concordia University - St. Paul

  3. Bethel University Mike Johnson Help Desk Manger

  4. Background • Service 6,000 faculty/staff/students • Total University-owned workstations 1,300 • Incidents for 2004 10,730 • Incidents for 2003 6,718

  5. Contact • At Bethel, our requests come through following locations. Phone 70% Walk-up 15% E-mail 10% Website 5%

  6. Problems Handling • We have split our support helpdesk into 2 functions: employee and student support. • The Employee Help Desk • 3 full time staff members • 2 student managers • 11 student worker • The Student Help Desk • 2 fulltime staff managers • 5 student mangers • 35 student worker

  7. Problems Handling • Help Desk answers the question • Help Desk creates an incident • The incident is then audited and sent to the appropriate team for solution or more in-depth troubleshooting.

  8. When escalating an incident, it is sent to one of the following teams on the right: The troubleshooting varies within the team. The problem is then resolved or re-evaluated and returned to the help desk for more details. Server ERP Network PC Tech Computer Store Trainer Faculty Consultant Telecommunications Escalation

  9. Challenges / Solutions: • Provide support for students and employees • Split support help desk functions for students and employees

  10. Challenges / Solutions: • It has been a challenge to communication with techs while out of office on a job • Setup a campus 2 way radio network for ITS

  11. Challenges / Solutions: • The to-do list had a lot of white noise • Added automation to the list removing hold waiting call back

  12. Challenges / Solutions: • Decrease the amount of incident ping-pong • No solution as of yet

  13. Challenges / Solutions: • Linearly workflow in the incident database • No solution as of yet

  14. Contacts Info Ann Alvord aalvord@csbsju.edu Support/Help Desk St. John's University Tami Aune tami@gustavus.edu Residential/Helpline Coordinator Gustavus Adolphus College Mike Johnson md-johnson@bethel.edu Help Desk Manager Bethel University Jason Moran moran@csp.edu Help Desk Coordinator   Concordia University - St. Paul

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