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Evolution of Bucknell’s Tiered Student Support

Evolution of Bucknell’s Tiered Student Support. “I have nothing to offer but blood, toil, tiers and sweat.” – Winston Churchill (paraphrased). Introductions. We are Library & IT is Bucknell is. The Past As Prolog. The Techdesk and Techdesk Advanced Support

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Evolution of Bucknell’s Tiered Student Support

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  1. Evolution of Bucknell’s Tiered Student Support “I have nothing to offer but blood, toil, tiers and sweat.” – Winston Churchill (paraphrased)

  2. Introductions • We are • Library & IT is • Bucknell is

  3. The Past As Prolog • The Techdesk and Techdesk Advanced Support • Recommended but not required laptops • We tried to do everything • … and it worked. Sorta.

  4. Challenges • We’re popular! • But can you do this? • I know right where you can store that data! • “Liability Issue” • Turnaround time?

  5. Piece A • The Laptop Program! • Partner with Dell & Apple to provide superior support and pricing, blah blah blah… • Benefit for us is well-known laptop models and warranty plans, AND recommendations for external drives/keyboard covers/warranty • Also a good pretext for offering “differential service”

  6. Piece 2 • IT CAME FROM THE GENERAL COUNCIL’S OFFICE!!!

  7. Piece D • STRATIGIC PARTNERSHIPS (to leverage synergies in a pro-active, just-in-time best of breed manner!) • I.E. making someone else do the work – outsource to local businesses. • HD recovery, replacement parts, ISP, Facstaff personally-owned during semester

  8. Piece Omicron • Outreach! • Top Three Things! • Back up classwork to Netspace • Back up personal stuff to an external drive • We will never, EVER ask for your password • “Back it up, Bucknell!” - c.f. Bud Hiller at last year’s conference.

  9. War And Piece • Have a check in procedure, and a cleaning process • Tweak to fit our needs • See handouts! (Because everyone loves handouts!)

  10. Piece the Final • How do we best employ students? • Work when we need them to versus skilled versus work study • What do we absolutely need staff to do?

  11. When a laptop comes to our Techdesk… • A tour of how all of this actually works…

  12. The Check-in Process • Greet client, and start asking questions • Create HEAT case • Talk about backups, and reimaging if warranted • Print check-in sheet/checklist • Decide to assign to TAS or keep at Techdesk

  13. One if by land, two if by sea • If it stays at the Techdesk, and it’s a PC, we run it through an involved, Bart PE-enhanced process • Mac diagnosis is either done by a staff member or (increasingly) TAS • Hardware issues, reimages, botnets – straight to TAS

  14. Hardware repairs • Done by TAS students or staff, not by Techdesk • Generally only Dell and Apple machines. Exceptions exist…

  15. End Results • The “Letter of Service” • What records we keep • Numbers for Spring Semester: • 1873 combined cases (13.9/day) • 788 checkins (5.8/day) • Average turnaround is 3.2 days*

  16. Other things we (get asked to) support • iPhones/Blackberries • X-Box/PS3/Wii • BUTV • Video editing • Printers

  17. Challenges for the future • SafeConnect • The Rise of the (Netbook) Machines • Ethernet in new buildings? • Expansion of library – new Techdesk facilities? • What kind of devices are students going to be using in 5 years?

  18. Questions?

  19. Did we rock? Do you never want to speak to us again? • I’ll place the link here, as requested, even though it’s unclear to me as to exactly how you’re going to use a URL that’s being projected onto a screen. • http://www.resnetsymposium.org/rspm/evaluation/

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