PERSISTENT AND FLEXIBLE:STUDENT STAFF HIRING, TRAINING, AND MANAGEMENTAndrew Lyons

University at Albany ITS Client Support Services

What?

Background Hire Train Schedule Communicate Review Tools Discussion

Background

University at Albany ITS HelpDesk Student workforce

Hire

Post job with qualifications Review and score applicants Interview

Students Manager

Responsible/personable > capable

Train

Shadow/probation Handbook BootCamp

Technical/policy Team building Food!

Ongoing Set expectations

Clear rules, responsibilities, and consequences

Schedule

Reserve by rank Phased open taking First week lock Trading

Communicate

Updates Coverage Catch up Methods

AIM/Facebook chat Listserv list E-mail (chat in OWApp) Phone/SMS

Discipline

Clearly defined Corrective Flexible Applied

Review

No surprises! Correct issues along the way

Statistics Hours, tickets, subs,

late/no-show Outliers are interesting Share some

Feedback Impressions/soft skills

Tools

Use what works Communication

IM, e-mail, SMS PunchCard (ConPortal)

?

Highlights

Hire people Communicate a lot Improve constantly Students put into work what you put into

managing them

http://dogs.icanhascheezburger.com/2008/12/18/funny-dog-pictures-persistence/

http://commons.wikimedia.org/wiki/File:Coca_Cola_Flexible.gif

http://www.albany.edu/facilities/fp/watertower.html

http://dilbert.com/strips/comic/1993-01-16/

http://commons.wikimedia.org/wiki/File:Minnesota_State_Capitol_Woodworkers_Toolbox_Historical_Society.jpg

http://commons.wikimedia.org/wiki/File:20060513_toolbox.jpg

Andrew Lyons alyons@albany.ed

u

References Questions