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Creating and Maintaining a Walk-Up Service Center

Creating and Maintaining a Walk-Up Service Center. ResNet Symposium 2008. Liam Doherty, TechZone Service Manager Illinois State University June 22, 2008. Personal Background. Graduated in May 2006 with Bachelor Degree in Information Systems

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Creating and Maintaining a Walk-Up Service Center

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  1. Creating and Maintaining a Walk-Up Service Center ResNet Symposium 2008 Liam Doherty, TechZone Service Manager Illinois State University June 22, 2008

  2. Personal Background • Graduated in May 2006 with Bachelor Degree in Information Systems • RCC for 5 years total, including 3 years as a Senior RCC • TechZone Showroom and Service Associate for 5 years • Recipient of 2006 Senti-Merriman ResNet Symposium Scholarship • Currently manager of walk-up service center at ISU

  3. Illinois State University Background • 20,261 students, 88% undergraduates • 6,300+ live on-campus, connect to ResNet • 2nd largest degree producer of K-12 teachers in US • 1st public University in Illinois (151st Anniversary) • Student Computer Ownership Initiative, Fall 2005

  4. Pre-Service Center at ISU • Centralized AND De-centralized services • University Computer Help Desk (UCHD) support • Campus Computer Store (TechZone) support • Residential Network (ResNet) support

  5. What prompted a Service Center? • Student Computer Ownership Initiative • Demand from students and parents for walk-up support • Network security model • Conditions of Access for all of University, not just ResNet • Expansion opportunity for TechZone • …and of course better service for our students!

  6. Campus Map

  7. Overall Challenges at ISU • 3 separate support units providing 1 cohesive service • Combining all 3 units into 1 (small) location • Who will manage the new cohesive entity? • What services should we provide? (all-encompassing vs. selective)

  8. Timeline • Jan 2006 – Creation of implementation committee • Involvement from all 3 units from beginning • Progress methodical but slow • Dec 2006 – Unit directors become involved • Feb 2007 – Service Center opens on ISU Founder’s Day

  9. Decision Points • Service certifications for repair • Who do we offer warranty repair work for? (Hint: Look at your demographics!) • Pricing list for services offered • Counter layout and workspace design • Student employee dress code

  10. Name • How do we represent all 3 units in one name? • Creating a “brand” name • Argh! Trademarks! • Student name contest

  11. Binary Bench Tech Rx STS Super Desk Brainiac Bench ISU Tech Rescue Illumination Station Dr. Reggie’s Tech Clinic ISU Tech Assistance The Zone in the Bone The Mouse Pad Redbird TechCheck University Tech Check

  12. Name cont. • Again, most names already Trademarked • Opened with generic “Walk-Up Technology Service Center” • CIO decided to use established “TechZone” brand name, add other units as partners

  13. Implementation Decision Points • Who exactly do we support? • What exactly do we support? • Which services are free and which are fee-based? • How do we track metrics for services provided?

  14. Implementation Decision Points cont. • How do we handle free and paid services at the counter? • What hours do we want to be open for walk-in service? • What about breaks and busy times of year? • Coordinating scheduling, pay, and training of staff

  15. Before

  16. After

  17. Front Walk-up Counter

  18. Current Service Price List

  19. Card Swipe Totals

  20. Card Swipe Subjects

  21. Ticket Subjects

  22. Problems encountered at Start • Training difficulties • Staff miscommunication

  23. Problems after a Year • Maintaining Response Time • End user repairs • Vendor replacement parts • Ticket / Repair Workflow

  24. Lessons Learned • Provide solid guidance of goals and expectations from the beginning • Don’t expect to have everything planned out ahead of time • Take advantage of individual unit strengths • Allowing each unit to do their own tasks has worked out better than training everyone at everything

  25. Lessons Learned cont. • Extend patience with setting up warranty service programs • For most vendors, you can assist the customer with sending in the computer for repair

  26. Future Goals • Become fully self-supporting • Improve internal processes • Improve relationships with other units around campus and with vendors • Market to students and parents as a value-add service for the University • Open another location?

  27. Questions?

  28. Contact Info Liam Doherty Assistant Director, Student Technology Support lidoher@ilstu.edu

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