Gustavus Adolphus College

1
Gustavus Adolphus College

• Technology Helpline
• Work Flow

2
Gustavus Adolphus College

• Private, Liberal Arts, Coeducational,
  Residential, Church Affiliated College
• 2,500 Full Time Undergraduate Students
• 600 FTE Faculty, Staff and Administrators

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Gustavus Technology Services

• Historically Future?

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Gustavus Technology Helpline

• 3 Full Time Staff
• 37 Work Study Students Phones Extra
  Help Senior Consulting Assistant
• Support all campus technology needs

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Types of Problems?

• 81 Phone
• 6 Email
• 6 Walk In
• 7 Web Submission

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Technology Helpline

• Cases in Database54 Students19 Faculty22 St
  aff/Administration5 Everyone
  Else Prospective Students Graduates Retir
  ed Faculty Everyone

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Problem Tracking

• Call
• Database
• Hitlisthttp//www.gustavus.edu/oncampus/computing
  /infotech/itstaff/helpline/ Dutyperson

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Challenges/Solutions

• Work Flow
• Urgent Issues
• Campus Wide Problems
• Incomplete Information
• Un-entered Cases
• Poor Communication before, during and after
  process

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Resolved by?

• 51 Students
• 36 3 Full Time Staff
• 13 Other IT Staff