Technology ServicesEmployee Help Desk Overview

I need you to stop by my office on next Thursday the 20th and load Adobe Pro 2014 on my laptop. There also appears to be something weird going on with my voicemail. I am unable to delete voicemail using Outlook… Oh yah, and I need a new mouse. My left click button is sticking.”

Don’t Forget

Technology Services?• We are the Information Technology (IT) people.• Technology Services endeavors to provide employees

and students with excellent professional support for their technology needs therefore directly supporting the mission of BRCC. The goal of Technology Services is; “Providing, supporting, and promoting technology at Blue Ridge Community College.”

• Specifically, I represent the Employee Help Desk at the Technology Services Department. Employees (Faculty, Adjuncts, and Support Staff) are the customers that we directly support.

Director of Technology Services (CIO)

Employee Help DeskSupervisor & Project Manager

Tier 2 Support Specialist

Network OperationsNetwork Engineer

Network & Server Administrator

Tier 2 Support Specialist

Enterprise ServicesManager

Data Analyst

Student Help Desk Supervisor Blackboard Administrator

Student Help Desk Technicians / Lab Assistants

Duplicating / AV Services Supervisor

Media Specialist

Tier 2 Support Specialist

Tier 1 Analyst

Tier 1 Analyst

Tier 1 Analyst

Fin Aid Student(s)And Intern(s)

VP of Academics

BRCC President

Roles and Responsibilities

Technology Services and its customers have obligations to each other. It is important that the expectations of both the provider and the customer are identified and realistic. The overall responsibilities of the Help Desk personnel are to:• Serve as a customer ambassador or advocate• Document and track both issues and requests• Resolve issues and fulfil requests• Exercise good judgment• Encourage customer self-service• Communicate clearly with customer

Roles and Responsibilities

Customer responsibilities include but are not limited to:• Using defined processes for requesting help and

services.• Responding to inquiries from help desk staff that are

resolving issues or handling IssueTrak requests.• Customers are responsible for Commonwealth owned

property assigned to them.• BRCC owned devices and systems are to be maintained

by help desk personnel only; employees should not be performing help desk functions/duties.

WHAT THE HELP DESK PROVIDES…

I need stuff!

What we can do for YOU!• Provide hardware

– Submit an IssueTrak Ticket Request• Provide software

– Submit a signed and approved “New Software Request Form”

• Provide technology consultation– Submit an IssueTrak Ticket Request

• Provide one-on-one customer education• Provide issue/problem resolution

– Submit an IssueTrak Ticket

HOW DO I COMMUNICATE WITH THE HELP DESK?

I need stuff!

Communication Methods• Entering a request or issue in IssueTrak. All requests and

issues will be tracked in the IssueTrak system until fulfilled or resolved. (https://issuetrak.brcc.edu/login.asp)

• Call the Help Desk at Extension 2400.

• Email the Help Desk at helpdesk@brcc.edu

• If you need to stop by, the Employee Help Desk is located at the F117 suite.

What is the process or work flow?Customer reports an issue or request

Customer face-to-face

communicationwith Help Desk

Customer emails Help Desk

Customer submits

IssueTrak ticket

Customer calls Help Desk at

*2400

Reporting an issue or making

a request?

RequestHD Analyst processes

approved formRequest

Issue (Incident)HD Analyst

creates incident in IssueTrak

Issue

Types of RequestsiPad

New SoftwareNetwork Account

ETC.Immediate resolution?

Assign to Tier 1

AnalystNo

Document fix & notify

userYes

Completes request

Customer submits request form to Division

Office

THE HELP DESK DID NOT MEET MY EXPECTATIONS.

Not a happy camper!

What do I do now?

• If you are not satisfied with the level of service you have received, contact Elliott Asbury, Employee Help Desk Supervisor. I will review your circumstances and respond to you with an appropriate action plan if needed.

• You may also contact the Technology Services Director Mike Murphy.

• Coming real soon – Automated Customer Surveys! We want your feedback. These surveys will be automatically generated when an issue is resolved or a request is fulfilled.

From: BRCC Helpdesk [mailto:issuetrak@brcc.edu]

Sent: Thursday, December 04, 2014 4:10 PM

To: Wayne S. Martin

Subject: Issue #12855, closed: Student access As Submitter

*===* PLEASE DO NOT REPLY TO THIS EMAIL!

BRCC IssueTrak, your helpdesk request has been resolved and closed. Please complete the following short survey to let us know if you were pleased or dissatisfied with your helpdesk experience. We value your input. Click here for the SURVEY. Thank you.

To view this Issue in detail, click HERE.

Issue #: 12855

Subject: Student access

Status: Closed

Class:

Issue Type: New Helpdesk Ticket

Priority: Medium

Location:

Organization: Blue Ridge Community College

Submitted By: Martin, Wayne on 03-Dec-2014 2347

Assigned To: York, John on 03-Dec-2014 2255

Next Action: *Unassigned*

Closed By: York, John on 04-Dec-2014 2255

How many of you remember the customer request on the second slide? It started with, “Don’t forget I need you to stop by my office and…”.

Hopefully you understand now why it is so important for us to have a process and work flow for customer communication with the help desk.

THE FUTURE OF THE HELPDESK AT BRCC

Future Plans• Creating and implement a “Service Catalog”• Project Team• Create and implement a “Service Portal”• Fully implement “Customer Surveys”• Implement new Incident “Management System”• Implement new Request “Management System”

Important Links:Technology Services WebsiteForms for Technology RequestsSubmit IssueTrak TicketBRCC IntranetMy BRCCHelpdesk Customer Service Survey