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New Technician Customer Support Training

New Technician Customer Support Training. GE1302. Course outline. Key Points Secret Six for Great Service Cypress-Fairbanks ISD Technology Services Mission and Values Website Organization Staff Support mySupport iSupport Service Request Support Cybersecurity.

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New Technician Customer Support Training

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  1. New Technician Customer Support Training GE1302

  2. Course outline • Key Points • Secret Six for Great Service • Cypress-Fairbanks ISD • Technology Services • Mission and Values • Website • Organization • Staff Support • mySupport • iSupport • Service Request Support • Cybersecurity

  3. A Few Key Points Before We Get Started • Customer Support • Data • Pictures • Results • Standardization • Website

  4. Secret 6 for Great Service Customer Focus • Know and exceed your customers’ expectations • Interruptions are opportunities • Be Customer Focused • Pretend it’s you • Smile and laugh • Ask questions Appreciative Present Approachable Patient Logical Double- Checker Engaged

  5. Cypress-Fairbanks ISD • District • 3rd largest in Texas • ~116,000 students • ~16,000 staff • Location Counts • Elementary – 56 • Middle School – 18 • High School – 12 • Alternative – 4 • Administration Buildings – 17 CFISD

  6. Technology Services

  7. Technology Services

  8. Team Members

  9. Team Members

  10. Jennifer Miller Performance Excellence – Customer Care Center • Manages Technology Services Customer Care Center • Manages all aspects of technical support services • Plans and distributes departmental and district-wide information regarding technology • Supports all administrative and curriculum endeavors • Collaborates with all administrative departments to discuss additional needs and applications Team Members

  11. Team Members

  12. Larry Barrios Device Imaging and Integration • Provides end-user device imaging • PCs, Tablets, Laptops, etc. • Installs software and integrates end-user devices onto the network • Troubleshoots and assures end-user connectivity and access • Manages all Secondary Technicians Team Members

  13. Team Members

  14. Jay JohnsonAcquisition, Assets, and Sustainability • Director, Technology Support Services • Responsible for District-wide technology support services • Purchases technology hardware and software • Responsible for technology inventory • Repair non-warranty equipment • Directs Elementary Technicians • Coordinates technology service for all Technicians Team Members

  15. Team Members

  16. Team Members

  17. Paula RossNetwork, Infrastructure, Communications • Director, Infrastructure, communications, Networks • Manages all District network systems • Designs, implements and administers district network systems • Supports all networked based software applications and associated hardware • Manages Internet and District communications network and infrastructure • Supports Telecommunications (Phones) • Serves as technical Project Manager on all projects • Top tier support for all network engineers Team Members

  18. Team Members

  19. John Crumbley, Information Services and Applications • Director of Information Services • Manages all District-wide Information Services • Student Information Systems (ESchoolPlus) • Financial Applications (Efinance) • Web-based Software • District level Student Testing and Accountability Reporting Team Members

  20. Technology 2014 Bond • Standardized Deployment • $217,256,055 bond • $90,391,214 – Technology Services • Administrative/Infrastructure • $126,864,841 – Instructional Technology • Student/Teacher Devices • Website Link Technology Bond

  21. Provided Tools • Tools to efficiently support – initial set supplied by the district • Keys • Screwdriver • Flashlight • Standardized Technical Support Tools

  22. Supported Equipment • Barcoded items • Desktops • Laptops • Printers • Tablets • Promethean Boards • . . . Tools

  23. Campus Organization • Middle School • Principal • Director of Instruction • Assistant Principal • Counselor • CCIS • Teachers • High School • Principal • Assistant Principal • Associate Principal • Director of Instruction • Counselor • CCIS • Department Chairs • Team Leaders • Teachers • Elementary • Principal • Assistant Principal • Counselor • Instructional Specialist • Teachers Campus Organization

  24. Communication • Email - Outlook • Service Requests • Technician Tool – iSupport • Customer Tool – mySupport • Website – www.cfisd-technologyservices.net Communication Tools

  25. mySupport • Customer view • Allows customer to request services • Automatically assigned to Campus Technician or Customer Care Center (for further routing)

  26. Exploring mySupport mySupport

  27. What are the benefits of a Service Request? • Provides a consistent process • Requires documentation • Provides path for routing • Accurate reporting • Unfulfilled requests are visible and reviewed • Requests can be properly prioritized • Solutions documented for customer review • Email confirming submission is received by customer mySupport

  28. Selecting a Category mySupport

  29. Initial Information mySupport

  30. Description and Attachments mySupport

  31. Additional Information mySupport

  32. iSupport • Technician view • Technician receives an email upon submission of assigned request • Allows technician to document support • Mechanism to route requests for support • Technician main support - Customer Care Center (for further routing) – Aaron Widrick • Knowledge Base for support • Categorized to appropriately prioritize iSupport

  33. iSupport • Secondary - Email received nightly of closed requests at your campus • Survey sent to customer upon closed request • Review service requests multiple times throughout the day • Utilize laptop computer to update requests as visit occurs • Review of fields iSupport

  34. How to Request Service Technology Service Need Customer Service Problem and Resolution Process Phone Support Evaluate Measured Performance and Surveys Submit a Service Request Mission Values Measure Performance Assign Service Requests Distribute Customer Follow-up Surveys Prioritize Service Requests by SLA Complete Service Requests Monitor Service Requests Provide Service Equipment and Systems Supported Who to Call? Quick Start Guide

  35. Requesting Service • Self Service Submission - mySupport • Phone Support – 281.897.4357 • Customer Care Center • Hours • Monday – Thursday 6:30am – 5:00pm (phone support 4:30 – 5:00) • Friday – 6:30am – 4:30pm (phone support 4:00 – 4:30) • Location • 10494 Jones Road • Instructional Support Center – West 3rd floor

  36. Provided Services • Systems supported • Network systems • Password • Network storage • Email system • Telephone systems • Video systems • Computer systems • Wireless system • Food Services systems • Transportation systems • Equipment supported • Cameras • Desktop Computers • Food Service Registers and Keypads • Laptop Computers • Monitors • Printers – network and local • Speakers • Tablets • Telephones • Processes supported • Technology purchase process • Software installation process

  37. Service Request Prioritization by SLA • Service Request • Hardware/Software Break Fix Items and Procedures • Security Access • Network Access Modifications including Internet access and Passwords • Acquisition Request • Process Technology Orders by Procuring Equipment for Customers • Training Request • Provide Technology Training to Teachers and Administrative Users • Scheduled Maintenance • Project Tasks: New Installations, Application Systems Upgrades, Conversions, or Maintenance

  38. Service Request 1 Hardware/Software Break Fix Items and Procedures 1-Emergency (SLA 4 hours) 2-High/Testing (SLA 1 day) 3-Instructional (SLA 3 days) 4-Administrative (SLA 4 days) 5-Vendor Dependent 6-District Dependent Issue is awaiting delivery or service by an external vendor (includes MCA or waiting on parts) Immediate attention required, district-wide system or network completely unavailable with no available alternative Major system component is unavailable. Work group/campus unable to access network services. Required student testing using technology and online component is unavailable Technician will assess all campus work orders within 24 hours and resolve or assign to the appropriate Service Team Issue is awaiting information from a district administrator or customer response Includes computers, laptops, fax machines, tablets, projectors, phones, printers, cartridges, monitors, scanners, cameras, software. Administrative also includes cash registers and hand-held radios. Fiber connection damaged High priority district-wide application system or network electronics is unavailable Campus instructional or administrative server is unavailable High level administrator unable to work. Software subsystem or instructional lab is unavailable Non-SLA Dependent SLA Dependent

  39. Security Access 2 Network Access Modification including Internet Access and Passwords 1-Emergency (SLA 4 hours) 2-High/Testing (SLA 1 day) 3-Instructional (SLA 3 days) 4-Administrative (SLA 4 days) 5-Vendor Dependent 6-District Dependent Issue is awaiting delivery or service by an external vendor (includes MCA or waiting on parts) Immediate attention required, district-wide system or network completely unavailable with no available alternative Major system component is unavailable. Work group/campus unable to access network services. Required student testing using technology and online component is unavailable Additional accounts, access rights modifications, password resets Dual campus login ability, HAC logins/access issues Website evaluation requests Additional network drive requests Issue is awaiting information from a district administrator or customer response Non-SLA Dependent SLA Dependent

  40. Acquisition Request 3 Process Technology Orders by Procuring Equipment for Customers 1-Emergency (SLA 4 hours) 2-High/Testing (SLA 1 day) 3-Instructional (SLA 3 days 4-Administrative (SLA 4 days) 5-Vendor Dependent 6-District Dependent Issue is awaiting delivery or service by an external vendor. Resolution dependent on external vendor. • Orders and request for technology equipment received through the service request system. Orders can include bond budget codes and departmental budget codes. • Service requests to deliver new equipment or pickup obsolete equipment (PUDS) • Stolen Equipment Issue is awaiting information from a district administrator or customer response. Includes computers, laptops, tablets, projectors, phones, printers, cartridges, monitors, scanners, cameras, software. Administrative also includes cash registers and hand-held radios. Non-SLA Dependent SLA Dependent

  41. Training Request 4 Provide Technology Training to Teachers and Administrative Users 3-Instructional (SLA 3 days) 4-Administrative (SLA 4 days) Training requests noted and escalated to the Instructional Technology department. Once request is received, Instructional Technology is expected to close and document the service request Non-SLA Dependent SLA Dependent

  42. Scheduled Maintenance 5 Project Tasks: New Installations, Application System Upgrades, Conversions, or Maintenance 3-Instructional (SLA 3 days) 4-Administrative (SLA 4 days) Customer contact for the service request is not available to provide needed information or equipment. Technology Services Team is dependent on a 3rd party vendor to complete the service request. The work is planned as a project with a defined schedule completion date. Overdue service requests must be worked ahead of the scheduled service requests unless there is supervisor approval. Regular follow-up is still required by the original Technology Services Team assignee, at least once a week, and a status update notes be added to the service request. Non-SLA Dependent SLA Dependent

  43. Closing a Service Request • Customer receives notification and survey • Ensure communicative information is included • Post Resolution Discussion - PRD

  44. Overdue Service Request Process • Performance Excellence Team monitors service requests once they are entered into the system • Daily, service requests are categorized and aged according to 4 tiers • Overdue notices are distributed • Overall review sent to team leaders • Tier 3 overdue notices are distributed • Tier 4 overdue notices are distributed to staff, team lead, and CTO

  45. Overdue Service Request Process Performance Excellence Team will actively monitor and document once the service request exceeds the service window by 1 day until closure.

  46. Tier Categorization

  47. Customer Follow-up Survey Distributed

  48. Technician Expectations • Campus Network • Campus Network Connectivity • Network Closet Support • Campus Testing • Testing Preparation • Actual Testing Dates • Engagement and Support • Customer Interaction and Support • Key Customers • Hardware • Hardware Support Outside of the Warranty • Innovation and Accountability • Effective utilization of tools • Meeting and Training opportunities utilized • Inventory • Campus Inventory Support • Service Requests • Technology Service Requests • Software • Software Support

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