9.6% of the calls to Helpdesk did not stay on the phone long enough to get help.
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Transcript of 9.6% of the calls to Helpdesk did not stay on the phone long enough to get help.
UVU IT Help DeskPlanning, Budgeting, and
Accountability Cycle
2009-2010 Budget Conversations
HELP
DESK
Helpdesk
Technology Support Services
Office of Information Technology
Administration and External Affairs
Utah Valley University
HELP
DESK
Mission:
The Utah Valley University Helpdesk is dedicated to providing quality technical help to the UVU campus and community. The Help Desk is committed to meeting student, faculty, and staff technology needs in a professional and efficient manner, by having every computer and technology user fully functional as soon as possible.
HELP
DESK
Helpdesk Personnel – 17
7 Full-Time Employees
6 Part-Time Hourly Employees
2 Student Hourly Employees
2 Work Study Employee
This is 2 less PT Hourly phone techs, one less Work Study and one less Student hourly than 2008
HELP
DESK
Responsibilities
Helpdesk Phone/walk-in/chat/e-mail Support
Computer Hardware Support
Computer Software Support
Wireless Support
Tech Bench – Personal computer repair for a fee
2003 2004 2005 2006 2007 2008 20090
5000
10000
15000
20000
25000
30000
35000
40000
50406457
9120
14665 1566913832 13565
1115797
775
692
2088
2328
7570
2706
65273138
2873943 3203
5995
4375
4046
10172
6968
9863
19600
0 Undocumented
Greater than 24 hours
More than 1 hr less than 24 hr
Less than 1 hr
Helpdesk Help Request Volume
13236
17827
23205
25198
28563 27130
38963
HELP
DESK
Call Volume Facts
Total documented incidents increased 28% from 2008 to 2009
These numbers include chat, Walk-in, and Email help requests.
50% of the incidents were closed in one hour or less
78% of the incidents were closed in less than 24 hours
22% of the incidents took longer than 24 hours to resolve
Undocumented requests issue has been resolved
Oct 2008
Nov 2008
Dec 2008
Jan 2009
Feb 2009
Mar 2009
Apr 2009
May 2009
Jun 2009
Jul 2009
Aug 2009
Sep 2009
0
500
1000
1500
2000
2500
3000
3500
4000
2457
21131982
3132
2168 2066
24262206
1203974
11501391
78
92
60
148
2756
61
61
38
14
26
54
365340
253
412
218245
288
267
69
3032
35
AbandonedOverflowAnswered
87.7%
9.6% 2.7%
ACD Abandoned Rate
AnsweredAbandonedOverflow
9.6% of the calls to Helpdesk did not stay on the phone long enough to get help
2003 2004 2005 2006 2007 2008 20090
2000
4000
6000
8000
10000
12000
14000
16000
18000
876
2584
11004
16378
1183311434
14464
Student Help Requests
Help Desk Web Site
19,665 visi-tors in 2008-2009
2006 2007 2008 20090
200400600800
100012001400160018002000
99
991 946
1906
Chat Sessions
UVlin
k Pin
Gener
al
Wire
less
Hardw
are
Softw
are
Group
Wise
Call T
rans
fer
Networ
k
Novel
l Clie
nt
Blac
kboa
rd0
500100015002000250030003500400045005000
4478
2103 1984
1185953 881 866 724 696 630
Top 10 Subjects
Magic Help Subjects
Tech BenchPersonal Computer
RepairService for a Fee
This service started on August 20, 2009
25 computers have been in for repair
HELP
DESK
SELF SERVICE & KNOWLEDGE BASE 297 Incident were opened through the Self Service
Portal. (Oct 08 – Sep 09)
Knowledge Base Usage (Feb 09 – Sep 09)
665 Total Documents Created
4328 Documents Viewed
978 Documents Used
UVLINK DOWNLOAD CHANNEL
2174 Programs downloaded in the past 30 days.
Approx. 26,000 in the past year.
HELP
DESK
CUSTOMER SATISFACTION SURVEYS 465 surveys were filled out and returned by our
customers.
Average survey score being 8.16. (Scale = 1 to 10)
95% approval rating
HELP
DESK
COST PER CALL The Average Phone call to the Helpdesk is 3.5
minutes.
The cost to UVU for each phone call is $11.96.
The cost to UVU for each walk-up repair is $15.50.
HELP
DESK
BIGGEST CHALLENGES Ratio of computers to technicians for area
technicians
Call Center consolidation
Set up of Tech Bench
Addition of several buildings w/o technicians, LC, Alumni, Marketing, IA
Windows 7 Rollout Preparation
UVU tree Migration
Working with new tools for network
HELP
DESK
ADMIN
BOOKSTO
RE LA
SCIE
NCE TCUFR
AART
BUSFAC GA
CED
EDUCATI
ONMAC
AVSC
ESCALA
TION
DLC
ASMT
FAID
S
PARKI
NGCSC
0
200
400
600
800
1000
1200
14001274
579
473
400
388
359
218
218
213
207
191
165
154
13179
55 41 41 37
Employees per Magic Service Group
HELP
DESK
HELPDESK SUCCESSES Implementation of a knowledge base and Self
Service Portal
Call Center consolidation
Service Level Agreement created and posted
Creation of Technical Bench for Student repairs
Spider scans for PII completed
Migration to UVU tree underway
Student employees enter workforce with good knowledge of networking and desktops.
Automatic notifications and surveys being sent to customers with status of incident
HELP
DESK
Last Year PBA Initiatives 2008-2009
Additional Space request for room BA008
Call Center Furniture
Training Budget
Apple Authorized Training Center
HELP
DESK
Accountability for 2008-2009 PBA
Additional Space request for room BA008
This space was added with the Call Center Consolidation
Remodel is scheduled for Oct. 2009
Call Center Furniture
With the Call Center Consolidation new desks have been planned
A new work bench is ordered
This should be complete Nov 2009
HELP
DESK
Accountability continued
Apple Authorized Training Center
This initiative was in support of Community Education and Multi Media Education.
Grant Flygare is taking the Train the Trainer classes in November. Once he passes the exam, we can apply to be an Apple Authorized Training Center.
HELP
DESK
Requests for 2010 Budget Year
Area Technician for LC Building
Help Desk Infrastructure Budget
HELP
DESK
Strategic Direction
Planning
Budgeting Accountability Comments
Project Request Priority Cost Source Desired benchmark Current Status
A Desktop technician for the departments in the LC bldg
Approximately 300 computers in the LC building will have a technician located in that building to take care of the desktop and network needs of that area
Administrative Technician is maintaining this area as well as all Administrative and other Student Services areas. He has over 1200 computers under is responsibility
PBA Initiatives SummaryIT Helpdesk 2009-2010LC Area Technician
HELP
DESK
ADMIN
BOOKSTO
RE LA
SCIE
NCE TCUFR
AART
BUSFAC GA
CED
EDUCATI
ONMAC
AVSC
ESCALA
TION
DLC
ASMT
FAID
S
PARKI
NGCSC
0
200
400
600
800
1000
1200
14001274
579
473
400
388
359
218
218
213
207
191
165
154
131
7955 41 41 37
Employees per Magic Service Group
HELP
DESK
Strategic Direction
Planning
Budgeting Accountability Comments
Project Request Priority Cost Source Desired benchmark Current Status
Budget to purchase hardware, software and tools for the maintenance of campus computers
$5,000 Have funds to purchase the hardware, software, cables, and tools that we need to repair campus computers and have funds to train and certify technicians
This money is taken out of the Helpdesk current expense, leaving funds for training, and essentials short
PBA Initiatives SummaryIT Helpdesk 2009-2010Infrastructure Budget
Thank You
Questions?