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SunGard Higher Education Central Help Desk

SunGard Higher Education Central Help Desk. Central Help Desk (CHD) - Overview. General Overview Receive tier 1 (1 st call) IT help desk calls into Maitland, FL All calls answered live – No IVR Dedicated toll free line per client Custom answer script - “private label”

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SunGard Higher Education Central Help Desk

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  1. SunGard Higher EducationCentral Help Desk

  2. Central Help Desk (CHD) - Overview • General Overview • Receive tier 1 (1st call) IT help desk calls into Maitland, FL • All calls answered live – No IVR • Dedicated toll free line per client • Custom answer script - “private label” • All work is recorded in site’s Help Desk Online (HDO) • Provide Tier 1 help desk support and triage all other issues to site. Currently Support: • All Major ERPs and several minor ones • All Email Solutions (Lotus Notes, Exchange, GroupWise, Web Mail) • More Desktop apps than can be listed • Most major CMS applications (Angel, WebCT, Blackboard) • Provide basic How-To level instruction • Team & technician based call routing for higher probability of repeat technician contacts • Professional in-depth training program for all new hires (3 week training regiment) • Scaleable to meet peak call demands • Robust and Redundant Telecomm Infrastructure

  3. Central Help Desk Telephone Infrastructure

  4. CHD Performance Metrics • 2005 Performance Metrics • Number of schools supported 53 • 2005 calls 240,000+ • Average speed to answer (ASA) <30 sec • CMS first call resolution rate 96% • CHD first call resolution rate 73% • QA Response Rate 8.0/9.0 • Value Proposition • Higher & consistent customer service at a lower cost • Scale and depth of skills to meet seasonal demand • Increased Support hours to meet expanding needs of Faculty, Staff & Students • Defined Service Level Guidelines & reporting • Scale and depth of skills to support new technologies

  5. Central Help Desk (CHD) - Offerings • Faculty & Staff Help Desk • 24 x 7 Help Desk (best value) • 8 – 5 (or any X – Y M-F hours) plus optional weekend hours • Student Help Desk • Always 24 x 7 Help Desk • CMS Help Desk (WebCT, Blackboard, Angel, etc)) • Always 24 x 7 Help Desk

  6. Course Management Systems • Remote CMS Management • Physically hosted in your Data Center • CMS Administration • Course Administration • Enrollment Management • CMS System Administration • Hardware and OS Management • Application Management • 24 x 7 Help Desk • Hosted CMS • Physically hosted in our Data Center in Orlando, FL • CMS Administration • Course Administration • Enrollment Management • CMS System Administration • Hardware and OS Management • Application Management • 24 x 7 Help Desk

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