Service desk / Desktop / PC Services Director: Apurva Mehta Manager: Raymond Tse

Transcription

1 Service desk / Desktop / PC Services Director: Apurva Mehta Manager: Raymond Tse Overview of the department Key statistics and major accomplishments Goals from FY and its follow Challenges we are facing Goals for FY Metrics from HEAT Bi-weekly IT service desk survey results General ITSD survey results Demos Questions and answers

2 Service desk / Desktop / PC Services The IT person said, "I will stay on the phone with you till we fix this. They did and they did. Response from the bi-weekly IT service desk survey

3 Overview Staff The group has three major teams namely, Service Desk Team, Desktop Team and PC Services Team. The Service Desk Team (formerly known as helpdesk) is mainly staffed with 2 permanent staff and student employees (currently 8). We provide tier one support (walk-ins, phones, s and chat). The Desktop Team comprises of a team of 7 IT professionals with various IT skill sets. We hired Norman Wong in March 10 after Binh Le left IT in April 09. We provide tier two support (mainly site visits and occasionally remote assistance). The PC Service Team is staffed with 2 Dell / Apple technicians providing tier 2 or tier 3 hardware support services. Staffing count: 11 professional staff (including the manager), 1 classified staff and 8 student employees. Fortunate to hire interns, volunteers and students from the Boston High School program to assist us with operations.

4 Overview staff responsibilities Service Desk Team: David Wilson (technical support and account, nursing laptop loan program, and VPN documentation & support) Christine Carpenito (phone support, NeedCD program; webmaster, Intelliresponse search engine, and survey) Norman Wong general support at the Service Desk 8 Student Employees (Brendon Ballou, David Bowers, Tim Bullock, Adam Dashner, Jaimie Pleffner, Ying (Vivian) Poon, Kevin Zamora, open position, and work-study students to staff the one-stop desk.

5 Overview staff responsibilities (cont d) Desktop Team: Andrew Arcadipane (Microsoft operating system and general support) Hung Nguyen (Blackberry, virus/ malware and VIP- Provost s Office) Quan Nguyen (Microsoft operating system) Tam Nguyen (Blackberry, virus/ malware and VIP- Chancellor s office) Keith Pyle (Network Liaison) Peggy Tippit (Apple Products) Norman Wong (REPLACE, general hardware and software, IT Service Desk) PC Services Team: Scott Devillafane (Dell, Apple and HP) Daniel Okoh (Dell, Property Custodian)

6 Overview - Services & Responsibilities Service desk, now in its second year in the Healey Library, is the first point of contact (tier 1 support) with the end-users for the UMass Boston community, and very often is visualized as the public face of the ITSD and continues to be a very busy place. Service desk is responsible for providing technical assistance to the end users (mainly by phones, and walk-ins) at all skill levels with a wide range of application software, hardware, , and computer configuration and network connectivity issues. Desktop team supports desktop, laptop computers, (PCs and Macs) and mobile devices owned by UMass Boston, mainly by site visits, and by remote assistance (LogMeIn). We provide: computer support, collaboration, strategic technical management and peripherals support.

7 Overview - Services & Responsibilities (cont d) The PC Service Team provides warranty self maintainer service on the Dell and Apple product line including printers, laptops and desktops. The PC Services Team is also an HP ASP (Accredited Sales Professional) selfmaintainer on a variety of printers. Rebuilding / Imaging of old computers for deployment to faculty & staff Disposing of equipment and the deletion of data prior to a computer being surplused.

8 Key statistics Client services team created and handled 18,349 tickets ( or ~ 1,500 / month). Overall, 20,550 tickets were created under IT. Service desk team received 19,323 s sent to itservicedesk@umb.edu ( or ~ 1,610 s / month) and 683 s sent to NeedCD@umb.edu ( or ~ 57 s / month). Desktop team worked on 4,453 tickets (or ~ 370 tickets / month), with 4,206 tickets (94%) having a single assignment. PC service team handled ~ 539 tickets (or ~ 45 tickets / month); with 483 tickets (87%) have a single assignment.

9 Dave Wilson at the front desk is always a great help. I have worked with just about everyone in IT services and find they are all great people to work with. I am constantly breaking things in our office just so I can work with these folks... Response from the bi-weekly IT service desk survey

10 Major accomplishments Support of the new student system (Windows Live). VPN documentation and support. Adding computers in the College of Nursing and Health Science to the Compservdom domain (project to be continued FY 10-11). Configuration of over 40 new Xerox machines, for various departments on campus (project to be continued FY 10-11). Windows 7 support

11 I am not very computer-literate. Tam adapted his explanations to make them understandable to me. I encourage you to train everyone to be able to make clear explanations that don't assume high levels of computer knowledge. Thanks for your help! Response from the bi-weekly IT service desk survey

12 Major accomplishments (Cont d) Support for the WISER upgrade project ICI data migration support (remapping the computer drives for over 120 ICI staff) Working with the Network and Operations teams, swap the network cable for staff at Quinn first and second floors (project to be continued FY 10-11) Training young IT Professionals from various organizations (Year UP, BPS, etc.)

13 Major accomplishments (Cont d) The Winner goes to Andy Arcadipane Winner of the Customer Service Award I am very impressed with all of the IT staff that I interacted with, particularly Hung Nguyen. I particularly appreciated being treated with professionalism tempered by kindness. Response from the bi-weekly IT service desk survey

14 FY 10 Goals & its Follow-Up Implementation of advanced desktop tools such as automated PC repair, disaster recovery, desktop virtualization and high-speed imaging. - We have purchased the software from Persystent Technologies; they are scheduled to come to campus for installation and configurations in August 10. Launching of HEAT self-service (with Application Services Team) - Web Services has launched this service : Launching of epolicy Orchestrator (epo server) V 4.x (with Systems and Security teams) - Working with the Security Officer to launch this service. Launching of IT (desktop) liaison program (With Ed. Tech Team) - Ed Tech is in the process of formalizing this program, IT desktop will be next.

15 FY 10 Goals & its Follow Up Upgrade HEAT to web-based 9.x version (with Application Services Team) Application Services team has just completed upgrading HEAT to version 9.x Re-configure PC service office The area has been reconfigured, making it more inviting for clients. Establish procedures to handle usable surplus (PC hardware) - A system has been established to handle surplus computers. Formalize student training program for Service Desk staff - The manager meets with the service desk team weekly (Thursday in summer 10) to train the staff on new products, services and address issues and concerns.

16 FY 10 Goals & its Follow Up Be able to create customized reports (calculations of ticket turn-around time in business hours rather than calendar hours) (with Application Services Team) in progress. SMART II has been purchased and will allow us to get better reports Implementation of HEAT knowledge base (with Application Services Team) In progress Train IT Client Services Team to support new student system, new Xythos add-in modules and Windows 7. - completed

17 FY 10 Goals & its Follow Up Deploying new computers - the replace program was significantly curtailed, but we did roll out new computers for faculty and staff Review, recommend and implement Green Computing standards when deploying new pc s - we did not accomplish this goal; though we setup a working group and started planning for an event to coincide with Earth Day Join each new computer deployed to the Compservdom no local profiles - all new computers deployed do join the domain; all staff in CNHS have their computers moved over to the domain (project to be continued FY 10-11)

18 Challenges we are facing Increase number of incidents and service complexity. Increase number of virus/spyware related incidents We have no written policy on our UMass Boston site to advise the users what not to do. (personal wireless, student laptop network connection, etc.) Difficulty in tracking key IT metrics such as first contact resolution (FCR) and mean time to recovery (MTTR) etc. Lack of automation for repeated and manual processes. Difficulty transitioning from reactive to proactive service provision. Lack of clear guidelines on what is supported; what is not (non-university owned computers, etc.) Need advanced HEAT modules.

19 ITSD Road Map / Strategic Plan FY FY 2014 Six major areas: Area 1: Improve infrastructure design to support instructional and research goals of the University. Area 2: Provide more coherent and comprehensive approach to providing support for research. Area 3: Enhance IT support in student learning and teaching effectiveness. Area 4: Continue to upgrade and enhance locally supported applications and work with UITS to handle upgrade and enhancements of enterprise applications smoothly.

20 ITSD Road Map / Strategic Plan FY FY 2014 (Cont d) Area 5: Keep developing ITSD security and policy initiatives to ensure that UMass Boston has an effective information security program in place. Area 6: Continue seeking to enhance ITSD s own processes and improve customer services on a continuing basis.

21 Client Services Goals (FY 11) Extend IT Service Desk support to the One-Stop. Populate and use the HEAT knowledge base to improve services and train students. Launch Persystent System to enhance deployment of new PC s and the recovery of systems that are not operational. Distribution of Adobe Acrobat Pro software to faculty and staff. The implementation of a laptop security policy which Includes Computrace Replace Program

22 FY 11 Client Services Goals (Contd.) Continue joining users computers to Compservdom Domain. CNHS Faculty / staff and one additional department. epo Reconfigure existing Pc s to take Advantage of the new epo System Rewire cable project in conjunction with IT Operations and Network. Build a new Student Services program allowing them to purchase hardware, software and Avail of other IT Services

23 IT handled the situation quickly & very professional Excellent and thorough service every time The staff did a good job of informing me as to what exactly was causing my account to be inaccessible. 3 responses from 3 different clients (bi-weekly IT survey desk survey)

24 I have just switched from a blackberry to the iphone and I wanted to make sure you both know how much I appreciate all Peggy has done to facilitate this change. I was Metrics a very hesitant iphone switcher, but was reassured by many on campus that I had nothing to worry about because Peggy will take care of it and, this statement was certainly very true - she made the process easy and comfortable and I was very impressed with her knowledge, professionalism and responsiveness. Dianne D Arrigo

25 Metrics

26 Tickets created under "IT", Total: 20550, FY Operations, 134, 1% Peoplesoft ISIS (WISER PW reset) Desktop Support PC Repair Shop, 331, 2% Blackboard, 549, 3% Network, 1033, 5% Faculty&Staff , 1214, 6% Non-IT query, 1254, 6% Telecom, 1687, 8% Student , 2318, 11% Peoplesoft ISIS (WISER PW reset), 7141, 35% Desktop Support, 3460, 17% Student Telecom Non-IT query Faculty&Staff Network Blackboard PC Repair Shop Media service Mobile Device Support Distance Learning Systems/Servers

27 # of Tickets # of tickets handled by IT Client Services FY FY FY July Aug Sept Oct Nov Dec Jan Feb Mar Apr May Jun Month

28 # of tickets Tickets assigned to IT client services that were resolved same day (845/5319 = 15.9% FY 09-10) (was 16.9% FY 08-09) excluding password reset tickets FY FY Jul Aug Sep Oct Nov Dec Jan Feb Mar Apr May Jun Month

29 # of tickets Month # of tickets solved by Log Me In FY FY Jul Aug Sep Oct Nov Dec Jan Feb Mar Apr May June

30 IT service desk bi-weekly survey key question: how satisfied were you with our service desk / desktop technicians? Very Satisfied Satisfied Neutral Dissatisfied Very Dissatisfied # of responses Courtesy 65.5% (95) Professionalism 64.8% (94) Knowledge 62.0% (88) 22.8% (33) 20.0% (29) 21.1% (30) 7.6% (11) 1.4% (2) 2.8% (4) % (14) 4.1% (6) 1.4% (2) % (12) 4.9% (7) 3.5% (5) 142 Ability to explain clearly 58.0% (83) 23.8% (34) 9.1% (13) 4.2% (6) 4.9% (7) 143 Overall Satisfaction 60.8% (87) 20.3% (29) 9.8% (14) 4.9% (7) 4.2% (6)

31 ITSD general survey results (cont d) 1. How would you rate your satisfaction with IT Service Desk at UMB? Very dissatified Dissatified Neutral Satified Very satified Response Count % 17% 37% 27% 7%

32 ITSD general survey results (cont d) sample responses to open ended question 2. What additional technology offerings would you like to see offered at UMB? More software support for social science researchers More support on Apple products Improve WISER in term of user-friendliness Better wireless system on-campus Need more computer labs for students A better system for students

33 ITSD general survey results (cont d) sample responses to open ended question 3. What IT services would you like to see improved here at UMB? Service desk extended hours Wireless in all buildings Improve WISER in term of user-friendliness Improvement of computer labs, need more computing equipment, make it more accessible Improvement on Web CT (Blackboard) in term of reliability

34 Demos LogMeIn Rescue (allows technicians to provide temporary, permissionbased access to remote PCs, Macs and smartphones without preinstalling software. 100% web-based Sample usages at UMass Boston: Install software, removal of virus / spyware, troubleshooting etc Technician home page: ( Company demo (~ 1 minute)

35 HEAT Self Service Demos (cont d) Use credential to log in (for faculty / staff / students) Web site link: Automatic create tickets in Call Logging, then HEAT system will automatically notify service desk staff via. group . Tickets created will be processed the same way as tickets created manually. Users can view their old tickets and its public journals (if any)

36 HEAT Web Interface Demos (cont d) Web site link: Log in credential is the same as Call Logging Look and function almost identical as Call Logging Keith and Norman are both fantastic. Very helpful. Response from the bi-weekly IT service desk survey

37 Questions and Answers