Tracking and Resolving Help Desk Requests

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Tracking and Resolving Help Desk Requests

• Ann Alvord
• Desktop/Help Desk Manager

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CSB/SJU Help Desk Background

• Service 6,500 faculty/staff/students
• Total university-owned workstations is 1,900
• Two full time Help Desk staff and five student
  workers
• 29,000 calls, emails and walk-ins for 2004
• 75 answered in one day of the request being
  made.

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Help Desk Requests

• Call is made to the Help Desk by phone, email or
  walk-in.
• Request is logged into Help Desk software (Magic
  TSD) and routed to appropriate group.

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Help Desk Requests

• Pop up reminders are triggered if necessary so
  all information is entered.
• Email message is sent to members. Group members
  are responsible for taking call and following up
  based on service level agreement. Remote control
  is utilized.

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Help Desk Requests

• Email messages are sent to IT Director if
  necessary.

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Internal Service Levels

• Areas of improvement based on customer surveys
• Response Time
• Communication
• All staff agreed on one set of service level
  agreement metrics

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Internal Service Level Agreements

• System Down (Priority 1) Critical and immediate
  impact to business operation of user. This type
  of call can expect a 1 hour response rate.
• Severe Impact (Priority 2) Significant impact
  to business operation of user with no
  work-around. This type of call can expect a 4
  hour response rate.

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Internal Service Level Agreements

• Moderate Impact (Priority 3) Significant impact
  to business operation of the user with adequate
  work-around procedure in place. This type of call
  can expect a 1 day response rate.
• General Impact (Priority 4) General questions
  that do not significantly impact the business
  operation of the user. This type of call can
  expect a 2-3 day response rate.

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Successes

• Training of student employees. More focus on
  customer service.
• Service Level Agreements

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Successes

• Easy to log calls. Implemented pop ups with
  reminders (i.e. enter problem description, etc.)
• Implemented ACD phone queue

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Challenges

• Getting staff to respond to requests in a timely
  manner with consistency
• Communication between campus Help Desks student
  workers.
• Student workstations and the service that is
  provided.