1 Claytn State University s Help Desk, The HUB, is the technical supprt fr the campus, including satellite lcatins. The HUB is cmprised f 35 student wrkers, 6 full-time staff, and ne Directr under the divisin f the Office f Infrmatin Technlgy and Services (OITS). The HUB wrks as Level 1 and Level 2 supprt fr ther departments within OITS. Our charge is t prvide technlgical supprt t apprximately 6,500 students and 1,400 faculty and staff. Describe hw yur nminee demnstrates cnsistently high levels f perfrmance while accmplishing nrmal jb respnsibilities. Describe hw the nminee is a rle mdel fr custmer service fr the University System f Gergia and the State f Gergia. Briefly explain the nminee s respnsibilities. Establish a histry f exceptinal perfrmance n the part f the nminee. Include recrds f utstanding perfrmance, such as high scres n custmer cmment cards r letters frm custmers and peers. Be sure t address all criteria fr the specific award categry. The HUB cnsistently prvides high levels f perfrmance while accmplishing nrmal jb respnsibilities by actively sliciting and respnding t custmer feedback and has ne f the highest satisfactin ratings n campus. Ninety percent f survey respndents in marked satisfied r very satisfied with the service prvided by the HUB. The We re Listening quality assurance prgram, implemented in 2011, actively slicits feedback thrugh multiple channels. a. The HUB s Custmer Satisfactin Survey (link sent via t every client wh receives service frm the HUB) measures the clients satisfactin and effectiveness f the HUB s training prgrams, plicies, and prcedures. b. Campus Quality Assurance Visits Invlves a full-time supervisr making nsite visits t faculty and staff t discuss, in persn, the service they received frm the HUB. c. Mystery Client Survey Clients visit the HUB with the intentin f grading the HUB n its effectiveness, custmer service, and adherence t its wn plicies. The results f these visits are reprted directly t the Directr f Client Supprt Services. Feedback gathered frm the We re Listening prgram is taken int accunt when examining service expansin fr clients. As a result f the feedback received, the HUB develped a system fr faculty t schedule appintments fr service, thereby aviding the lng lines fr service at semester startup. LANDesk LANDesk is a sftware tl implemented by the HUB in 2009 that allws the HUB t ffer self-help and remte supprt ptins. During FY 2012, the HUB leveraged several aspects f its LANDesk implementatin t prvide faster, mre reliable service, and self-service fr students, faculty, and staff. a. Self-service sftware installatins Faculty, staff, and students can nw self-install apprximately fifteen applicatins thrugh the sftware deplyment prtal. This is a time saver and a cnvenience. b. Remte supprt ptins thrugh LANDesk Clients nw have the ptin f allwing remte access t trublesht sftware prblems. c. Windws 7 migratin Migrating frm Micrsft Windws XP t Windws 7, via LANDesk prvisining remtely: Reduced the typical service time frm 5-6 hurs t 2-3 hurs, including backup and restratin f files and settings; Allwed service t prceed withut incnveniencing r relcating 325 clients during the upgrade; Mre efficient use f staff since a staff persn did nt have t physically attend t the cmputers. The HUB has served as a rle mdel by
2 Maintaining cnsistent custmer service ratings f 90+ percent f clients satisfied r very satisfied. The HUB pineered the student-staffed service desk mdel in 1997 and has served as a rle mdel t ther universities seeking t prvide supprt t students. In FY 2012, tw universities (Nrth Gergia Cllege and State University and Clumbus State University) made site visits t the HUB and apprximately ten universities have visited since the HUB pened in Describe hw this nminee's actins/accmplishments g abve and beynd nrmal jb duties. Describe hw the nminee has taken n additinal respnsibilities, making imprvements in the way service is delivered, r giving persnal time and resurces t serve custmers. Include specific examples, hw success was measured (baseline measures and current perfrmance measures that demnstrate imprvement), results f service, and the time frame when service was prvided. Be sure t address all criteria fr the specific award categry. New criteria this Year! Please include the nminee's internal custmer service perfrmance that resulted in imprved emplyee satisfactin fr ther state emplyees and/r facilitated their internal custmers' ability t prvide imprved service t their wn custmers. Awards r hnrs already given fr this effrt There s mre t it than just fixing cmputers, said ne f the HUB s student analysts. He s right. The HUB takes the user experience as tp pririty. We believe the HUB is changing the face f cmputer helpdesk supprt by incrprating custmer service and wrk ethics training int its technical training prgram, called HUB Certificatin. Abve and Beynd HUB Certificatin- While develping student staff persnally and prfessinally was never a charge r a requirement fr running a cmputer help desk, HUB full-time staff develped the HUB certificatin prgram t incrprate custmer service skills and wrk ethics int its technical training prgram. This led t what the HUB believes is the first campus help-desk certificatin training prgram that addresses ne f the biggest emplyment issues in Gergia. The U.S. Department f Labr estimates that 80 percent f wrkers wh lse their jbs d s nt because f lack f ccupatinal skills, but because f pr wrk ethics. (Gergia Department f Technical and Adult Educatin). The HUB Certificatin Prgram prvides training, testing, and measuring f the student staff s understanding and applicatin f slid wrk ethics and custmer service techniques. The HUB is graduating students with a very marketable set f skills, especially fr the technlgy industry. The HUB is wrking t prduce emplyees in Gergia wh will be hired nt because they have technical skills but because they als have custmer service skills and slid wrk ethics. The what s in it fr the HUB is that these students are prviding excellent custmer service n the frntline t its students, faculty, and staff because the HUB is investing in their futures. In return the student staffers are giving the HUB their best wrk. Cmments received frm student evaluatins f May 2012 Spirit training (a cmpnent f HUB Certificatin): Thank yu fr caring, nt just the class, but fr each ne f us. I really enjyed this sessin! There were very funny clips that helped tie in the ideas f accuntability. We als came up with gd ideas t make the HUB better. Cnfirmed hw t act prfessinally at wrk.
3 The HUB Certificatin prgram takes apprximately ne year fr an emplyee t cmplete and all student emplyees are required t participate. HUB Certificatin is a three-prng certificatin prgram that requires cmpletin f: 1. H+ Manual f technical tasks, custmer service, and exercises in wrk ethics 2. Spirit Week lng intensive training prgram, with guest speakers representing technlgy 3. PDP Prfessinal develpment plan Thirty-ne f the HUB s student analysts participated in the annual Spirit training in May 2012, and nine student analysts have becme HUB certified since July The remainder f the student staffers will participate in Spirit training in May f 2013 and are currently wrking tward their H+ Certificatin and PDP requirement. The HUB Certificatin prgram was develped and is implemented by HUB full-time staff frm a missin t be the best full service helpdesk with a visin f attracting student assistants interested in gaining marketable skills and experiences. Jyce Sandusky, Asst. Directr, Sftware Supprt/Training, recently shared the HUB Certificatin Prgram with Turner/CNN. This meeting resulted in cllabratins with CNN s technlgy services divisin. CNN acknwledged the need fr cllege students trained in custmer service techniques and wrk ethics in the technical field. Since that meeting, CNN has hired a third student analyst frm the HUB staff t wrk in their technlgy services divisin. Staff spent ut f pcket funds and weekend hurs n the HUB s Spirit training prgram. Full-time staff dnated persnal funds and weekends t purchase fd and training supplies in preparatin fr Spirit The budget fr Spirit 2012 training was $1,000. Half f the budget was funded by dnatins frm full-time staff and half was funded thrugh a spnsrship frm LANDesk. HDI Certificatins and Staff Develpment Six full -time staff members cmpleted HDI training and became certified and fur full-time staff members are LANDesk certified. Hw success was measured Visits frm ther universities t see hw we d business; The HUB received 244 surveys in FY 2012 frm clients reflecting a 90(+) percent rating f satisfied r very satisfied and shwing a dedicatin n the HUB s part t slicit feedback; Nine student staffers cmpleted HUB Certificatin prgram in FY 2012; Three HUB student staffers have btained full-time psitins this year with Turner/CNN because f the training and experiences they received at the HUB in FY2012. Nine student staffers have btained psitins with the Department f Defense, Claytn Cunty, DeKalb Medical, and Brwn & Brwn, since the HUB started tracking its alumni. Emplyers are making repeat hires frm the HUB student staff based n the training student staff are receiving at the HUB. See cmments belw frm clients f the HUB. The services are wnderful. Mr. Lng installed my sftware. He has a great persnality, knwledgeable, and very helpful. I truly believe his qualities spills ver t thers, which is awesme. Thank yu fr such a wnderful staff. I always feel appreciated and welcmed when I cme t the HUB. Please dn't change a thing, especially the staff persnalities. Ms. Jyce is the best... thank yu fr yur assistance. The HUB has wrked t serve its internal custmers this year by When the HUB began researching service desk sftware earlier this year, it partnered with Administrative Systems (anther department within OITS) t select a service desk tl that met the needs f the HUB and had a change management tl sufficient fr Administrative Systems auditing needs. Develpment and Implementatin f HUB Certificatin prgram fr student analysts.
4 THE HUB: ABOVE & BEYOND WE LISTE N G QUA E IN R The HUB is always lking fr ways t g abve and beynd the call f duty t be a standard f excellence t really bring meaning t the term HELP! desk. LITY ASSURANCE Our We re Listening prgram gives ur clients a vice an pprtunity t tell us hw we are ding and an pprtunity t tell us their technlgy needs. The numbers dn t lie. When surveyed, ur clients cnsistently find value in ur services. The metrics help us find areas we can imprve. LANDesk The newest tl in ur tlbx Faculty, students, and staff can ften get service withut visiting a lcatin, and the HUB can use its resurces fr thse services that are best prvided in persn.
5 The best way t imprve ur staff is t prepare them fr the future by investing in their technical knwledge and their life skills. HUB CERTIFICATION - WE TRAIN CONSISTENTLY - WE LEAD BY EXAMPLE - WE CARE ALWAYS The skills I learned at the HUB prepared me fr my career and taught me valuable life lessns. -Crey Wagner C er tificate f CmpletiN THIS AWARD IS PRESENTED TO Crey Wagner FOR SUCCESSFULLY COMPLETING ALL REQUIRED COURSEWORK AND TRAINING FOR SPIRIT 2012 DIRECTOR
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