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Help Desk Operations Working with Student Assistants Panel Discussion Presented by:

Help Desk Operations Working with Student Assistants Panel Discussion Presented by: Dan Olsen, CSU Long Beach Sue Rivera, CSU Bakersfield Saturday March 22nd, 10:30 AM. Overview. CSULB Technology Help Desk Staffing with Student Assistants Process of Hiring Training Guide

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Help Desk Operations Working with Student Assistants Panel Discussion Presented by:

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  1. Help Desk Operations Working with Student Assistants Panel Discussion Presented by: Dan Olsen, CSU Long Beach Sue Rivera, CSU Bakersfield Saturday March 22nd, 10:30 AM CSULBTECHNOLOGY HELPDESK

  2. Overview • CSULB Technology Help Desk • Staffing with Student Assistants • Process of Hiring • Training Guide • Training Programs • Administration • Remedy – Mission Critical Application • Technical Specifications • Remedy Help Desk Application • CSULB Model • Campus Remedy Partners CSULBTECHNOLOGY HELPDESK

  3. THD at CSU Long Beach • Early History • Building It Right! • Open for Business - Fall 2000 • Strong Marketing Plan • Well Planned Growth • Spring 2003 Update • Staff Information • Call Center and Walk-In Service Center • Supported Applications • Statistics CSULBTECHNOLOGY HELPDESK

  4. THD Statistics(Through February 2003) CSULBTECHNOLOGY HELPDESK

  5. Staffing With Student AssistantsProcess of Hiring • Marketing the Job Opportunity • Online Application Required • Initial Evaluation and Phone Interview • Call Center Tryout • Group Review and Ranking • Final Interview and Detail Review of Job • Welcome to the THD! CSULBTECHNOLOGY HELPDESK

  6. Staffing With Student AssistantsTraining Guide • THD Administration and Training Guide • Values • Professional Responses to Customers • Answering the Phone Fast • Close Case or Make Positive Referral • Rules and Regulations • Remedy Instructions • ACD Instructions CSULBTECHNOLOGY HELPDESK

  7. Staffing With Student AssistantsTHD Statistics thru Feb 2003 CSULBTECHNOLOGY HELPDESK

  8. Staffing With Student AssistantsTraining Programs • Primary Training – Prior to Each Semester • The Holistic View of the Help Desk • Organization of the University • Review of Training Guide • Application Training • Administrative Business • Cross Training Opportunities CSULBTECHNOLOGY HELPDESK

  9. Staffing With Student AssistantsAdministration • Scheduling • Federal Work Study • Setting the Schedule • Changing the Schedule • Senior Support Representatives • Discipline • Evaluations • Open Door Policy CSULBTECHNOLOGY HELPDESK

  10. Remedy – Mission Critical Application • Technical Specifications • Remedy Help Desk • Consulting Services • CSULB Model • Campus-wide Deployment • Centralized Administration • Campus Remedy Partners • Brief Remedy Demo (Time Permitting) CSULBTECHNOLOGY HELPDESK

  11. THD Resources and Links 2003 CATS Presentation http://helpdesk.csulb.edu/news/CATS_2003_Presentation.ppt THD Administration Guide http://helpdesk.csulb.edu/admin/index.html Remedy Download and Installation Instructions http://helpdesk.csulb.edu/remedy.html 2001 CATS Presentation http://helpdesk.csulb.edu/news/cats2001_files/frame.htm CSULBTECHNOLOGY HELPDESK

  12. Contact Information Daniel Olsen, Technology Help Desk Manager Phone: 562-985-5855 Email: olsen@csulb.edu THD Contact Information Phone: 562-985-4959 Email: helpdesk@csulb.edu Web: http://helpdesk.csulb.edu Walk-In Service Center: NCC Lobby CSULBTECHNOLOGY HELPDESK

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