Help Desk Problem Tracking Work Flow – Challenges and

Solutions

There are four presenters on this session, each having up to 8 minutes to describe their

operations and the rest of the time for questions, answers, and brainstorming.

Panel Members:

         Ann Alvord                   Support/Help Desk                   St. John's University         Tami Aune                   Residential/Helpline Coordinator                   Gustavus Adolphus College        Mike Johnson                   Help Desk Manager                   Bethel University         Jason Moran                   Help Desk Coordinator                   Concordia University - St. Paul

Bethel UniversityMike Johnson

Help Desk Manger

Background

• Service 6,000 faculty/staff/students

• Total University-owned workstations 1,300

• Incidents for 2004 10,730

• Incidents for 2003 6,718

Contact

• At Bethel, our requests come through following locations.

Phone 70%

Walk-up 15%

E-mail 10%

Website 5%

Problems Handling

• We have split our support helpdesk into 2 functions: employee and student support.– The Employee Help Desk

• 3 full time staff members• 2 student managers• 11 student worker

– The Student Help Desk• 2 fulltime staff managers• 5 student mangers• 35 student worker

Problems Handling

• Help Desk answers the question

• Help Desk creates an incident

• The incident is then audited and sent to the appropriate team for solution or more in-depth troubleshooting.

Escalation

• When escalating an incident, it is sent to one of the following teams on the right:

• The troubleshooting varies within the team.

• The problem is then resolved or re-evaluated and returned to the help desk for more details.

• Server• ERP• Network• PC Tech• Computer Store• Trainer• Faculty Consultant• Telecommunications

Challenges / Solutions:

• Provide support for students and employees

• Split support help desk functions for students and employees

Challenges / Solutions:

• It has been a challenge to communication with techs while out of office on a job

• Setup a campus 2 way radio network for ITS

Challenges / Solutions:

• The to-do list had a lot of white noise

• Added automation to the list removing hold waiting call back

Challenges / Solutions:

• Decrease the amount of incident ping-pong

• No solution as of yet

Challenges / Solutions:

• Linearly workflow in the incident database

• No solution as of yet

Contacts InfoAnn Alvord

aalvord@csbsju.eduSupport/Help DeskSt. John's University

Tami Aunetami@gustavus.edu

Residential/Helpline CoordinatorGustavus Adolphus College

Mike Johnson md-johnson@bethel.edu

Help Desk ManagerBethel University

Jason Moran moran@csp.edu

Help Desk Coordinator  Concordia University - St. Paul