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Tracking and Resolving Help Desk Requests

Tracking and Resolving Help Desk Requests. Ann Alvord Desktop/Help Desk Manager. CSB/SJU Help Desk Background. Service 6,500 faculty/staff/students Total university-owned workstations is 1,900 Two full time Help Desk staff and five student workers 29,000+ calls, emails and walk-ins for 2004

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Tracking and Resolving Help Desk Requests

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  1. Tracking and Resolving Help Desk Requests Ann Alvord Desktop/Help Desk Manager

  2. CSB/SJU Help Desk Background • Service 6,500 faculty/staff/students • Total university-owned workstations is 1,900 • Two full time Help Desk staff and five student workers • 29,000+ calls, emails and walk-ins for 2004 • 75% answered in one day of the request being made.

  3. Help Desk Requests • Call is made to the Help Desk by phone, email or walk-in. • Request is logged into Help Desk software (Magic TSD) and routed to appropriate group.

  4. Help Desk Requests • Pop up reminders are triggered if necessary so all information is entered. • Email message is sent to members. Group members are responsible for taking call and following up based on service level agreement. Remote control is utilized.

  5. Help Desk Requests • Email messages are sent to IT Director if necessary.

  6. Internal Service Levels • Areas of improvement based on customer surveys • Response Time • Communication • All staff agreed on one set of service level agreement metrics

  7. Internal Service Level Agreements • System Down (Priority 1) – Critical and immediate impact to business operation of user. This type of call can expect a 1 hour response rate. • Severe Impact (Priority 2) – Significant impact to business operation of user with no work-around. This type of call can expect a 4 hour response rate.

  8. Internal Service Level Agreements • Moderate Impact (Priority 3) – Significant impact to business operation of the user with adequate work-around procedure in place. This type of call can expect a 1 day response rate. • General Impact (Priority 4) – General questions that do not significantly impact the business operation of the user. This type of call can expect a 2-3 day response rate.

  9. Successes • Training of student employees. More focus on customer service. • Service Level Agreements

  10. Successes • Easy to log calls. Implemented pop ups with reminders (i.e. enter problem description, etc.) • Implemented ACD phone queue

  11. Challenges • Getting staff to respond to requests in a timely manner with consistency • Communication between campus Help Desks & student workers. • Student workstations and the service that is provided.

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