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Enhancing Desktop Support in Decentralized Environments: Roles, Relationships, and Strategies

This presentation explores the responsibilities of central IT departments in providing desktop support within a largely decentralized environment. It delves into the pivotal question of whether desktop support is merely about hardware and software or encompasses the complete end-user experience with technology. Historical support models are examined, highlighting challenges faced by academic, administrative, and student support systems. Emphasis is placed on emerging processes, prioritization, and the tools required to foster effective communication and build relationships, ultimately aiming to optimize desktop support outcomes.

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Enhancing Desktop Support in Decentralized Environments: Roles, Relationships, and Strategies

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Presentation Transcript

  1. Desktop Support: Expectations from the Academy Disclaimer & Opening Questions • What are the responsibilities of the central IT dept. for desktop support in a largely decentralized environment? • Is desktop support really just about hardware/ software or the entire end-user experience w/technology? • What are the funding and personnel models that scale? • Is it about the technology or the relationships?

  2. Historical Support Model…A Story (something to which you can relate… ) Three areas: • Academic—cheaper, windows of response time longer, satisfaction less • Administrative—more expensive, time-is-of-an essence approach • Students (aka bugbusters) assist on an first-come basis or by appt. – reactive service.

  3. Outcomes • Patching, app installation, monitoring, asset inventories, and security audits automated • Focused on the business aspects and not the customer. Very democratic…very unpopular. • Led to many depts developing desktop support locally = massive inefficiencies, depts. grew a business/reason for being • $84 per month… 70 clients per technician

  4. Serendipitous Events that Forced Change • Campus-wide IT plan, Levine on board, retirements & reshuffling of organizational deck = significant cultural change • Program Review (aka: Shel) = outside voice of reason • Dell Contract = glimmer of hope • Mountains of feedback = support must change • “Concept of Transition Team” 30 days

  5. Emerging Processes, Priorities & Tools • Enabling frontline to solve desktop support questions • Time is of the essence. Developed a mobile app to check wait times at the two walk-in centers • Roadmap new technologies, never being slow to adopt • No longer underestimating selling the concept of value • Develop relationship management. • Create automated communication conduits, feedbackimmediate

  6. Ideal State • Standardized hardware for staff, options for faculty…quick fulfillment w/options for software…provisioning a snap…good storage…security etc. • Geographically positioned, multiple technicians that know area and build relationships • Communicate and govern to set reasonable expectations

  7. Revisiting the Questions • What are the responsibilities of the central IT dept. that can be clearly articulated for desktop support in a largely decentralized environment? • Is desktop support really just about hardware/ software or the entire end-user experience w/technology? What are the funding and personnel models that scale? • Is it about the technology or the relationships?

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