2008-2009 LR&TS Annual Report - Learning Resources Services ...

Learning Resources & Technology Services – Annual Report FY09
assess staffing and incident levels, which resulted in
providing increased hours during move-in weekend. An
application was developed to decrease the amount of
time needed to enter incidents into Altiris and increase
the accuracy of the number of incidents that are logged.
FY09 Goals
Provide assistance for users of SCSU technology services.
• Served as the primary support contact for personal
computers of students, faculty/staff and emeriti, and
on-campus departments and student organizations.
• Provided increased assistance during periods of high
demand, such as move-in weekend, the ResNet
Symposium and the phase out of faculty/staff/
emeriti dial-up service.
Improve training for student workers at the HelpDesk.
Established a training outline for all new employees.
Continued training at weekly meetings.
• Encouraged student worker attendance at the spring
and fall Boot Camp, an all-day training program for
both HelpDesk and lab consultant students.
• Subscribed to Atomic Learning to provide student
workers with access to online training.
Enhance collaboration between the HelpDesk and the computers labs.
Participated in group training with the lab consultants.
• Established a process that allows lab consultants to
transfer to the HelpDesk, creating more opportunities.
• Continued workflow collaboration through regular
meetings between the HelpDesk and lab coordinators.
• Established the new HelpDesk coordinator as a team
lead to coordinate the training and support efforts of
the HelpDesk, ResNet and lab areas.
Update and explore new technology and procedures for the
HelpDesk to provide better support for our customers.
• Developed an application to decrease the amount of
time needed to enter incidents into Altiris and increase
the accuracy of the number of incidents that are logged.
• Mandated the use of the Hardware Release and
Indemnity form in order to improve tracking of
incidents and hardware.
• Developed a form for verification of data backups
before formatting hard drives to protect against
unintentional reformats and loss of data.
Work with Information Technology Services and other campus technicians
to improve support of all campus users.
• Student workers participated in training sessions
given by full-time ITS employees.
• Worked with the campus technicians to provide a
consistent computing environment on campus.
• Participated in monthly college and departmental
technician meetings to ensure that all technicians
are communicating consistent messages to users and
collaborating on common problems and issues.
Become more proactive though better internal communication.
• Conducted weekly staff meetings for student workers
which featured presentations by staff members of
ITIS and ITS workgroups.
• Distributed weekly agendas and e-mails to the student
worker listserv to ensure consistent communication.
• Spent scheduled time developing the Wiki Knowledge
Base (a tool for troubleshooting).
Actively promote the SCSU HelpDesk services.
• Partnered with the Computer Store and ran a “Love
Your Computer” campaign, aimed at customer
awareness of:
Data loss prevention
Protection against malware and viruses
àà
Wireless network security
àà Recommended best practices
• Provided information at the Mainstreet and Sidestreet
events.
• Increased visibility by hosting a new booth at
Advising and Registration Days, to help inform new
students of the technology services available.
th
• Participated in the 16 Annual ResNet Symposium
hosted at SCSU to gain insight into what other service
desk operations are doing to promote their services.
Major changes from FY08:
•
hired in January 2009.
A new HelpDesk Coordinator, Carol Rose, was
Statistics:
See Appendix Y
48