cics helpdesk for cics user group june 2010
DESCRIPTION
TRANSCRIPT
CiCS User Group Meeting - June 2010
CiCS Helpdesk
Jane Coles & Michael Walker
CiCS User Group Meeting - June 2010
Who We Are• 20 Multi-skilled staff forming an expert
Helpdesk
• Offering diverse IT Support to both Staff and Students
• Work closely with IT support staff within the Faculties
What We Do
• The Helpdesk is the single point of contact for CiCS Services:
• Customer Enquiries• Service Requests• Incidents Reporting
• Support to over 24,000 students & 6,000 Staff
CiCS User Group Meeting - June 2010
• Strive to resolve 80% of customer problems on first contact.
• Offer support on diverse IT issues – around 400 problem profiles within Supportworks.
• Continually updating CiCS web pages and knowledgebase with new information.
CiCS User Group Meeting - June 2010
CiCS User Group Meeting - June 2010
Helpdesk Calls Helpdesk Emails Helpdesk Drop Ins0
50100150200250300350400450500550600650
363
168 131
612
323
225
Average Weekly Helpdesk Calls
Highest
Average
CiCS User Group Meeting - June 2010
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k 0
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k 12
Vacation 2
Vacation 4
Wee
k 14
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k 1
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k 3
Wee
k 5
Vacation 5
Vacation 7
Wee
k 8
Wee
k 10
Wee
k 12
Wee
k 14
0
50
100
150
200
250
300
350
400
450
500
550
600
650
Helpdesk Calls
Helpdesk Emails
Helpdesk Drop Ins
Logg
ed C
alls
Academic Year 2009-2010
Most Popular Queries
CiCS User Group Meeting - June 2010
• Registration and computer account queries• Filestore & Mailstore increases• Computer account queries (Expiry, Access, MUSE, Webmail)• UCard queries (Access, Library, Expiry, Renewal)
• Software • Email ( Thunderbird, Outlook, Webmail)• Purchasing and Licensing (Microsoft, SPSS, etc)• Desktop Application Support
• Connectivity, Viruses & Operating Systems• Network Connection (Wireless (Eduroam), VPN)• Infected Student Laptops• Damaged Operating Systems
Self Service & Knowledgebase
• Self Service• Online support available to staff and students• Log new and check progress of existing calls 24/7• View Service Status updates
• Knowledgebase• Provides instant answers to the most common queries• Continually adding new articles• Analysis of statistics defines which articles are needed
CiCS User Group Meeting - June 2010
Visits to Self Service
Sep-09 Oct-09 Nov-09 Dec-09 Jan-10 Feb-10 Mar-10 Apr-10 May-100
100
200
300
400
500
600
314
485
344
211 250 221316 356
420
CiCS User Group Meeting - June 2010
CiCS User Group Meeting June 2010
Knowledgebase Article Views
Nov-09 Dec-09 Jan-10 Feb-10 Mar-10 Apr-10 May-100
50
100
150
200
250
300
350
400
450
500
130 106145 120
168243
444
Remote Assistance
• New service designed to provide quicker and more focused support for software problems
• “Instant Chat” with our analysts
• Windows or Mac, anywhere in the world
• Currently available weekdays between 9am and 1pm
CiCS User Group Meeting - June 2010
Future Developments
• Service Requests• Increase filestore automatically• Request software licenses• Accounts for new starters
• Service Status Notifications• Subscribe to services & receive relevant notifications
via email
• Knowledgebase Expansion• Library and Information Commons knowledgebase• Technical knowledgebase for analysts
CiCS User Group Meeting - June 2010