Train Your Brain Service Desk Training. Introductions Rose Parker Office of Information Technology Assistant Director of Support 19 years @ UT Travis.

Train Your Brain

Service Desk Training

Introductions

Rose ParkerOffice of Information Technology

Assistant Director of Support

19 years @ UT

Travis GordonOffice of Information Technology

HelpDesk Supervisor

9 years @ UT

Let’s find out about you!

Who is managing a help/service desk?Who is taking on & supporting new services every year?Who has “retired” services in the last year? Who supports services that you only get a handful of calls per month/year?Who is responsible for Training/Documenting?

Agenda

• History• Why• Methodology• Tools• Implementation• Results• Demo

History

• Reorganized in 2009 to single point of contact

• OIT Staff reorganized into new positions• New services to support• Existing training program and

documentation no longer sufficient

You have to keep up!

• Too many services to keep up with• Don’t receive calls on a regular enough

basis for certain services• Poor documentation• If one person is having trouble, then

maybe everyone is

Solve 2 problems

• Employees who were having trouble keeping up with the vast amount of knowledge required for the job

• HelpDesk took on additional responsibilities and our current training did not address the big increase in knowledge required of new hires

Time for a new workout

Tools

• Built a test bank of 300 questions which follows our Service Catalog

• Various styles: Multiple Choice, Multi-select, True/False

• Matching quiz to test Service Catalog

• Approached training as you would taking a class• Created “chapters” of learning• Foundational principles and then move

through the Service Catalog• Start with Accounts & Account Management

• Mix listening to calls with “book” learning• Quiz for every chapter

• Benchmark is 50% (usually exceed score)• Trainer reviews all questions missed & any

questions that the trainee may have

• Service Catalog matching quiz @ the end

• Content Management System • Today: SharePoint

• Wiki• Blog• OneNote• Public Knowledge Base

• Tomorrow: Google Sites for Wiki

Moving forward

• Add call center phone etiquette• Add email/chat etiquette

Approach for Current Staff

• Receive 5 questions per week• Quiz available from 7am Monday-6pm Friday• 5-10 minutes• Pull from questions we received last week• Pull from time sensitive activities (Orientation,

Sponsorship renewals)

Approach for Current Staff

• Reception from team• Negative• Indignant; they already know this stuff• Add to work load• Concerned it would reflect poorly on

performance reviews

Approach for Current Staff

• Reception once implemented• Positive• “Confess” when they missed a question• Mention that they had forgotten about a

process & this was a good reminder

Maintenance of Training

• Fully-reviewed annually• New services added during the annual

review• Out-of-date questions can be updated

outside of the review cycle• Training checklist updated regularly• Internal documentation updated regularly

Results

• Better trained students• More comprehensive training program• Better communication between trainers• Less conflict between trainers• The end result is that it works much better

than what we had before, which wasn’t much• Much more organized

Demo&

Questions

Rose [email protected]

(865) 974-2649

Travis [email protected]

(865) 974-2650