Student to Student IT support

Student Helpdesk?– A service to students by students

• 10 Advisors ( 2 per shift)– To support the BYOD project.

• Pilot in 2013-14• 700 students

– An opportunity for students to gain valuable experience in first line support.• 0ver half the advisors have gained employment. The

Helpdesk experience being the attraction for employers.– Excellent customer satisfaction feedback

• What service is available?– Password issues– Locked accounts– Blackboard issues– Email problems and set up– Printing set up– PAT testing– Computer room & ITC daily checks

• Other services– Software & Hardware Troubleshooting– Fault finding repair & upgrades– Software installation– Assistance in using the device– General IT advice

• Call numbers– Highest number of calls in a day• 103 (2 September)

– Total Calls for Sept• 845

– Average number of calls a day• 15 - 20

– Total Calls so far• 2575

• Call Analysis

• The future– BYOD phase 2• 1000 new BYOD students

• Additional services for new session– PAT testing for all (Staff & Students)– Device days– Improved repair services

• ITHelpzone in Fraserburgh

Customer Satisfaction Survey Data

Customer feedback

• From: BogdanSent: 24 April 2014 14:59To: WALKER CAMERONSubject: Service Feedback Letter

• • Dear Mr. Walker,• • I'm a student at Aberdeen College and I have used the services of your IT team about 2 weeks ago.

As I was in urgent need of saving some important projects of my personal laptop I really needed help from some professionals to fix my Microsoft Office issues. When I came in with my laptop I had little hope that anyone would actually serve me considering it was personal property and not college property. However, Mr Shane Jonson and Mr Jamie McInnes have been extremely helpful and ready to serve me at the best of their abilities, therefore I feel forever in debt for their great efforts and understanding. My problem was soon taken care of and the result not only met my expectations, but definitely exceeded them. On that note, I'd like to personally thank you and your team for your great customer service and to let you know that I greatly appreciate their efforts of making my life easier.

• • With kind appreciation,• • Bogdan

• From: WOOD CHANTAL Sent: 11 September 2013 14:54To: DUNCAN ALISDAIRSubject: Student IT Helpdesk

• • Hi Alisdair• • I am not sure who I should be sending this to but wanted to share it.• • I just went down to student helpdesk with an issue connecting to the college wifi

on my iphone. The 2 guys that are working down there were incredibly helpful and professional. In times when many of us are only taking time to complain when things don’t work, I wanted to take a moment to comment on how effective they were – and how it was brilliant to have somewhere real to go. 5 star service!

• • Regards• Chantal

Student to Student IT support