Helpdesk Team

 [96-97 DC/TM Goals]
 
 

Mission:

  
Provide Tier 1 service so that technical staff can focus on Tier 2, and 
above, support/service; 
 
Ensure that all customer service requests are resolved (that doesn't 
necessarily mean that every request is met, but rather that we have 
settled the request with the customer).  In other words, no request is 
forgotten/lost track of.
 
     HELPDESK as "contact manager" for the department:
 
     - should help minimize amount of interaction with staff by
       being the central location for all initial contacts with faculty.
       
     - know where staff are and their availability
 
     - can schedule appointments for technical assistants
 
     - track requests until they are resolved (perhaps only those that
       can't be resolved immediately at the HELPDESK
 
     - resolving the problem is the key objective
 
 

Departmental priorities

1996-97 Goals:

 
  1. Helpdesk for Tier 1 assistance with voice/video/data technologies and 
     services to students and employees
 
     To reach this goal, CST will:
 
     - update HELPDESK Filecabinet information as needed.
     - obtain from each dept. support team what Tier 1 services can be
       performed by the Customer Service Team.
       For example:  reset passwords; establish accounts; bootp addresses 
                     entered; 
 
 
  2. Helpdesk for Tier 1 assistance with data technologies to the public 
     when possible and appropriate. (RJ)
 
     To reach this goal, CST will:
 
     - handle public requests for service at the Helpdesk or via phone
     - ensure that there are laser printing cards for sale at the
       bookstore (or at the circulation desk of the library)
 
 
  3. Customer service request-tracking management service.
 
     To reach this goal, CST will:
 
     - manage and track customer services requests not resolved 
       immeidately to keep from losing "track" of requests or failing to 
       follow-up or follow-through on service. (primary objective)
 
     - monitor/review the status of requests as needed in order
       to determine if action is needed, then makes the appropriate
       referal to take action. (routinely, maybe weekly?)
 
     + enter and maintain information needed in order to track:
       - when request must be made by to be good service (drop-dead date)
       - customer identifiers (who, what dept, when request was made
       - problem description
       - suggested services/action to be taken
       - status of request (is it being worked on?  by whom?)  
 
     - design and maintain the tracking database so that staff and all 
       members can check on the status of a request at any time and 
       easily make updates.  
 
     + prepare reports for CST meetings so that the team knows:
          - what is pending, what needs action (priorities)
          - what needs improvement
          - what has been completed; what is not getting completed
          - what can we do (e.g., documentation) to reduce calls, requests
            for help (i.e, what have we learned over the past week that we
            can use to improve, design better service, document, develop)
 
       ...and to answer questions such as:
          - "what can we do to improve customer service"
          - "what's important to our customers" (pass this onto the dept)
 
 
  4. Department contact management service.
 
     To reach this goal, CST will:
 
     - schedule appointments between customers/dept staff
     - schedule presentations/training sessions
   
 
  5. Information Center (InfoChannel, Web-based information) service.
 
     To reach this goal, CST will:
 
     - know the status of the network at all times
     - call key customers when there is anticipated network outage or
       when there is a problem that is creating sustained downtime.
 
 
  6. Campus switchboard service.
 
  7. Directories (telephone, email, At-A-Glance info).
 
  8. Projects related to Customer Services:
       
       a. Customer Service team established
       b. Helpdesks consolidated in Kellas
       c. Customer Service tracking/contact-management system established