Questions and Information on Centers TWU Service Desk. Please kindly respond to the following for your center.

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1 Questions and Information on Centers TWU Service Desk Please kindly respond to the following for your center. Hours of Operation o Monday Thursday 7:30am to 9:00pm o Friday 7:30am to 5:30pm o Saturday 9:00am to 3:00pm o Sunday 3:00pm to 9:00pm Staffing (demographics of staff; students, professional staff, etc.) o Six full-time professional staff (including supervisor) and 1 part-time student Services provided o We provide first-level phone, chat, and -based service and support for all of TWU s hardware and software technology systems, including but not limited to the configuration and troubleshooting of Blackboard (online learning tool), Colleague (SIS), Windows computers, Apple computers, printers, scanners, fax machines, containing and removing virus and malware infections, configuration on mobile phones and PDAs, VPN & wireless access, login and access problems to TWU systems and programs, software installation, logging and properly escalating tickets for other issues the Help Desk cannot resolve Usage rates (undergraduate vs. graduate)/ number of students served? o 8,761 unique users contacted the Help Desk in the past 12 months and generated over 17,000 tickets during the same period. We have broken them down by exact type (employee, graduate, post baccalaureate, etc.), but basically we had 1345 employees contact the Help Desk in the past year compared with 7416 students and applicants. o A detailed table can be found below ( Unique Contacts by Type 6/2011 to 6/2112 ). o Student Other represents students who we could not locate sufficient data on to classify into one of the other student categories. Additional questions: What data do you have that illustrates you are meeting the needs of students and faculty? Do you do end of term surveys? Satisfaction surveys and at faculty and student level? o End of semester surveys are sent out for each class, but currently there is not an end of semester survey sent out by the Help Desk to capture our grade in their eyes for the preceding period. We believe that it is more accurate to gather feedback at the time of contact rather than ask for a general impression at the end of a semester. To that end, we send out surveys for each ticket that comes into the Help Desk, but use an algorithm to ensure each person only gets one per 30 days to keep the surveys from becoming annoying or seeming like spam. o A detailed chart can be found below for the period of June 2011 through April ( Customer Sat Average by Month ) Prior to this period, we went for a number of months without surveys while we switched to a different ticket system, and in April 2012

2 we switched surveys to surveymonkey.com with a totally different grading system and questions. Do you service distance education students? If so, what services do you provide to them? o Yes. We support issues surrounding usage and access to our online learning tools, student information systems, and . Basically we treat them the same as an oncampus user with the exception of knowing that onsite service is unavailable as they are off-site and using their own equipment. What else do you think should be included? Additional data, reports, or numbers that may be helpful in speaking to this particular standard? o Below we have charts that show the following breakdown in our tickets for the last 15 months (all the data in our current ticketing system) Ticket volume by Month ( Tickets by Month ) Average Ticket volume by Day of the Week ( Tickets by Day of Week ) Average Ticket Volume by Hour of the Day ( Tickets by Hour of Day ). Note that tickets created outside of the above business hours are predominately user-submitted tickets through their own login to our ticketing system. What data do you have that assists in answering the following questions? How do you ensure that your center and services are adequate and appropriate to meet the needs of the students and faculty? (Please include data, feedback from faculty and students, and the process and tools you use to assess how you are adequately meeting the needs of the students and faculty? Also include examples of modifications you may have made based on data to better meet the needs of students and faculty) o We use surveys sent after tickets are closed, with each person getting a maximum of 1 per 30 days, to capture feedback at the time of service. Agents and support personnel also verbally report to their manager any feedback gleamed from interactions with our customers. In addition, the Help Desk supervisor routinely speaks with members of other departments to gauge their satisfaction with the Help Desk services and gain insight into how their needs may be better met in the future. All of these methods of feedback are then used to improve the Help Desk and Technology department services and processes, such as through customer-facing knowledge base articles, internal documentation, and training updates for Technology staff as well as training offered to our customers. See survey results attached below. How does your center relate to the mission of the university and to student and faculty needs? o We enable students, faculty, and staff to have access to reliable support for all of their Technology needs and provide assistance to them 7 days a week excepting for holidays. With access to the learning and information systems, students are able to pursue their academic endeavors, faculty are able to get the information and access needed to instruct the students and carry out their research, while the staff can take care of the information and financial daily business that keeps the University operating smoothly.

3 How does your center ensure that students and faculty have knowledge of and access to your services? How do you make sure students are aware of your services, and how do you make sure that all students (including distance learning students) have access to your services? o We advertise our services to students, faculty, and staff through our website, s, on-campus advertising, and through our Twitter account. Incoming students are briefed on the Help Desk services during Orientation and instructed to call for any Technology issue. The same goes for new employees to the University who are similarly told to contact the Help Desk for any and all questions and concerns they have with campus technology. Please kindly include data for the last several years and/or semesters rather than just the current semester s data, if available. Attachments and Charts

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6 Abandon Rate, 400-day average: 5.2% Speed to Answer, 400-day Average: seconds

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