Copyright Copyright Alayna Wadleigh and Blaine Hensley 2008. This work is the intellectual property of the author. Permission is granted for this material.

Copyright• Copyright Alayna Wadleigh and Blaine Hensley 2008.

This work is the intellectual property of the author. Permission is granted for this material to be shared for non-commercial, educational purposes, provided that this copyright statement appears on the reproduced materials and notice is given that the copying is by permission of the author. To disseminate otherwise or to republish requires written permission from the author

New Directions in Help Desk Support

Presented by Alayna Wadleigh and Blaine Hensley

Our Environment

• Phone, e-mail, chat, or walk in• Support personally owned machines• Access to experts in supported systems• Over 75,000 contacts in 2007• 35 student consultants• 8 full time shift leaders

Challenges

• Shrinking budget

• High liability of repair services

Historical Services

• Call Center

• E-mail

• Chat

• Drop off repair service

• Walk-in repair service

Historical Drop Off Repair• File-by-file symptom

repair for viruses and spyware

• Repair time per machine high

• High liability• Professional staff

Historical Walk-in Repair• Long repair time• Long wait time• Overflow space

issues

Our options

Take your pick but not your time.

• Close the drop off service

• Outsource to our Campus Computer Store

• Propose an alternative

Decision• Cost recovery• Standardize imaging

– Data backup

• Student run• Customer education

consultations

Drop Off Price List

Limiting Liability in Drop Off

• Student employee access to student data limited

• Improve intake procedure

Customer Information

System Description

Problem Description

Services Requested

Service Waiver

Support Console

Work Log

The Process

• Windows Deployment Services (WDS)

• Microsoft Deployment (MSD)– Formerly known as Business Desktop

Deployment (BDD)

PXE Boot

Loading Windows PE

Preinstallation Environment

Custom Application

WDS Wizard

Custom Application

The Process

• Windows Deployment Services (WDS)

• Microsoft Deployment (MSD)

Opportunities for more…

• Beta testing

• Tier 2 support

• Back up walk-in

Updates to Walk-in• Hands off approach• Provide documentation• Move to lobby

Updates to Call Center• Increased technical

solutions• Remote Desktop

Software– Bomgar (bomgar.com)

• Same hands off approach

Staffing• 3 service points• Supervision across

locations• Internal chat system

– Jabber

• Hiring more staff

Training New Staff• Boot camp

– E-mail– Phones– Walk-in

• Final review• 4% Raise

Training of Current Staff

• Weekly meetings

• IT community formal training

• Expert consulting

The road to success…

Customer Satisfaction

Fall Rush Walk-in Contacts

Reduced Liability

• No purchase of replacement parts

• Increased customer involvement

• Processes approved by ISO

Drop Off Service Level

Cost Recovery Results

Employee Satisfaction

• Increased opportunities for growth

• Empowered staff to provide feedback

• Path to full time positions

Alignment with University Core Values

• Learning• Discovery• Freedom• Leadership• Individual Opportunity• Responsibility

Would we do it again?

Yes!

Questions?

Alayna Wadleigh(512) 475-9245

[email protected]

Blaine Hensley(512) 232-0962

[email protected]