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UVU IT Help Desk Planning, Budgeting, and Accountability Cycle

UVU IT Help Desk Planning, Budgeting, and Accountability Cycle. 2009-2010 Budget Conversations. Helpdesk Technology Support Services Office of Information Technology Administration and External Affairs Utah Valley University. HELPDESK. Mission:

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UVU IT Help Desk Planning, Budgeting, and Accountability Cycle

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  1. UVU IT Help DeskPlanning, Budgeting, and Accountability Cycle 2009-2010 Budget Conversations

  2. Helpdesk Technology Support Services Office of Information Technology Administration and External Affairs Utah Valley University HELPDESK

  3. Mission: The Utah Valley University Helpdesk is dedicated to providing quality technical help to theUVU campus and community. The Help Desk is committed to meeting student, faculty, and staff technologyneeds in a professional and efficient manner, by having every computer and technology user fully functional as soon as possible. HELPDESK

  4. Helpdesk Personnel – 17 • 7 Full-Time Employees • 6 Part-Time Hourly Employees • 2 Student Hourly Employees • 2 Work Study Employee • This is 2 less PT Hourly phone techs, one less Work Study and one less Student hourly than 2008 HELPDESK

  5. Responsibilities • Helpdesk Phone/walk-in/chat/e-mail Support • Computer Hardware Support • Computer Software Support • Wireless Support • Tech Bench – Personal computer repair for a fee HELPDESK

  6. Call Volume Facts • Total documented incidents increased 28% from 2008 to 2009 • These numbers include chat, Walk-in, and Email help requests. • 50% of the incidents were closed in one hour or less • 78% of the incidents were closed in less than 24 hours • 22% of the incidents took longer than 24 hours to resolve • Undocumented requests issue has been resolved HELPDESK

  7. 9.6% of the calls to Helpdesk did not stay on the phone long enough to get help

  8. Tech BenchPersonal Computer RepairService for a Fee This service started on August 20, 2009 25 computers have been in for repair

  9. Self Service & Knowledge Base • 297 Incident were opened through the Self Service Portal. (Oct 08 – Sep 09) • Knowledge Base Usage (Feb 09 – Sep 09) • 665 Total Documents Created • 4328 Documents Viewed • 978 Documents Used • UVLINK Download Channel • 2174 Programs downloaded in the past 30 days. • Approx. 26,000 in the past year. HELPDESK

  10. Customer Satisfaction Surveys • 465 surveys were filled out and returned by our customers. • Average survey score being 8.16. (Scale = 1 to 10) • 95% approval rating HELPDESK

  11. Cost per Call • The Average Phone call to the Helpdesk is 3.5 minutes. • The cost to UVU for each phone call is $11.96. • The cost to UVU for each walk-up repair is $15.50. HELPDESK

  12. Biggest Challenges • Ratio of computers to technicians for area technicians • Call Center consolidation • Set up of Tech Bench • Addition of several buildings w/o technicians, LC, Alumni, Marketing, IA • Windows 7 Rollout Preparation • UVU tree Migration • Working with new tools for network HELPDESK

  13. HELPDESK

  14. Helpdesk Successes • Implementation of a knowledge base and Self Service Portal • Call Center consolidation • Service Level Agreement created and posted • Creation of Technical Bench for Student repairs • Spider scans for PII completed • Migration to UVU tree underway • Student employees enter workforce with good knowledge of networking and desktops. • Automatic notifications and surveys being sent to customers with status of incident HELPDESK

  15. Last Year PBA Initiatives 2008-2009 • Additional Space request for room BA008 • Call Center Furniture • Training Budget • Apple Authorized Training Center HELPDESK

  16. Accountability for 2008-2009 PBA • Additional Space request for room BA008 • This space was added with the Call Center Consolidation • Remodel is scheduled for Oct. 2009 • Call Center Furniture • With the Call Center Consolidation new desks have been planned • A new work bench is ordered • This should be complete Nov 2009 HELPDESK

  17. Accountability continued • Apple Authorized Training Center • This initiative was in support of Community Education and Multi Media Education. • Grant Flygare is taking the Train the Trainer classes in November. Once he passes the exam, we can apply to be an Apple Authorized Training Center. HELPDESK

  18. Requests for 2010 Budget Year • Area Technician for LC Building • Help Desk Infrastructure Budget HELPDESK

  19. PBA Initiatives SummaryIT Helpdesk 2009-2010LC Area Technician HELPDESK

  20. HELPDESK

  21. PBA Initiatives SummaryIT Helpdesk 2009-2010Infrastructure Budget HELPDESK

  22. Questions? Thank You

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