ITS Help Desk. Dr. Jenae Burkart, Faculty Technology Support Specialist Jeff Austin, Lead Help Desk Analyst

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1 ITS Help Desk Dr. Jenae Burkart, Faculty Technology Support Specialist Jeff Austin, Lead Help Desk Analyst

2 Services that are Supported by the Help Desk Gmail edesktop MyUWF Classroom Technology Computer Labs Fac/Staff Network ResNet ArgoAir Banner elearning Telephone Service H:, I:, & O: Drives Computer Security Blackboard Collaborate Clickers WEPA Scopia Video Conferencing And More

3 Services that are Not Supported by the Help Desk For liability reasons, the Help Desk does not resolve hardware issues on personal machines or devices for students or employees. In order to uphold academic integrity, the Help Desk staff are not allowed to: Reset quizzes for students in elearning Make changes to elearning courses for instructors.

4 Methods of Support Phone (x2075) Online Request MyUWF > IT Request Forms > Help Request Forms Walk-in Counter Building 79 Monday Friday 8:30am to 4:30pm Self Help (uwf.edu/helpdesk) ITS is in the process of redesigning our website and self-help content.

5 Hours of Support Monday Friday 8am to 5pm (fully staffed) Monday Thursday 5pm to 10pm 1 staff on duty remotely from home Callers can leave a voic message for a return call Classroom Technology Support Monday Thursday 7:30am to 6:30pm Friday 7:30am to 5pm Before 8a.m. and after 5p.m. call the Help Desk, press 4, and a technician will assist you. Respond to critical system outages 24/7 Complete outages (elearning, MyUWF, etc.) On-call analyst is paged to respond when HD is closed

6 Current Request Statistics (From January 2010-present) The Help Desk receives approximately 28,500 requests per year. Extended Hours 6% of total requests are received during extended hours (5pm 10pm). On Weekends and After Hours 5.5% of total requests are received while the Help Desk is closed. 2.5% are received between 10pm 8a.m. 3% are received on weekends. Help Desk is evaluating the hours of operation and discussing ideas for a pilot project to extend hours.

7 elearning Supported Services for Instructors Instructor support is provided in conjunction with the Academic Technology Center (ATC) and includes: Setting tech codes Linking/unlinking courses Copying course content Providing early access to classes Resolving technical issues Escalating higher level issues to vendor For elearning training and help setting up courses, instructors should contact the ATC at

8 elearning Supported Services for Students Student support is provided for many elearning issues. The most common issues are: Connecting to UWF resources (wired and wireless) Resolving browser issues Accessing course content Submitting dropbox assignments Taking exams with Respondus Lockdown Browser Logging reports of technical issues

9 Current Statistics - elearning (From January 2010-present) 15% of total Help Desk incidents concern elearning. Quizzes Dropbox Respondus 20% of all elearning requests occur at the beginning of the semester because the student cannot see the elearning course: Student attempts to access elearning courses before the start date of course.» ITS will add disclaimer to elearning section in MyUWF.» Instructors can set courses for early access. Course is missing because tech codes have not been set by the instructor.» ITS will send reminder notifications to instructors.

10 Suggested Practices for elearning Provide a mock assessment, discussion, and drop box exercise for students at the beginning of each semester. Encourage students to take assessments and submit assignments when the Help Desk is open. Make assessments due before 9pm Monday Thursday when Help Desk support is available. Provide Help Desk hours of operation and directions for after 5p.m. issues in the course syllabus and elearning News section. Set tech codes for elearning courses prior to the first week of class.

11 Suggested Practices for elearning Share elearning and Respondus tips with students: elearninghelp.uwf.edu Schedule training sessions with ATC to Set up courses early. Learn best practices for teaching online. Stay informed of new options in elearning. Visit askatc.uwf.edu for FAQs Access the Desire2Learn community account at community.desire2learn.com to: Participate in online forums with other schools Submit feature requests Voice your opinion

12 Other Tips/Recommendations Set up mock or practice technology sessions before the semester begins when using: Blackboard Collaborate Distance Learning Classrooms Tandberg / Scopia Respondus Lockdown Browser / ProctorU D2L

13 Help Desk Contact Info Phone: (850) Help Request Form: MyUWF > IT Request Forms > Help Request Forms Self Help: uwf.edu/helpdesk

14 Help Desk Phone Messages Message during Extended Hours/Help Desk and Classroom Technology Support Monitored by Classroom Technology staff Monday Thursday, 5pm to 6:30pm: Thank you for calling the University of West Florida ITS Help Desk. If you are an instructor calling from a classroom and need assistance with the technology, please press 4 now, and you will be transferred to a representative who can assist you. For all other issues, please remain on the line. Message during Extended Hours/Help Desk Support Provided - Monitored by on-call staff Monday Thursday, 5pm to 10pm: You have reached the University of West Florida ITS Help Desk outside of our regular hours. Please leave a brief description of the problem you are experiencing and be sure to include your name, username, and a number where you can be reached. A member of the Help Desk will return your call as soon as possible. Thank you. After caller leaves message, on-call cell phone is notified. Calls are returned within the hour (usually within a few minutes, depending upon call volume).

15 Help Desk Phone Messages Message During Closed Hours (Monday Thursday, 10pm to 8am and Friday 5pm to Monday 8am): Monitored for critical system outages 24/7 by on-call staff. Thank you for calling the University of West Florida ITS Help Desk. We are currently closed. If you are calling to report a system outage, please press 2. For all non-emergency issues, please remain on the line. You have reached the ITS Help Desk after hours mailbox. Please leave a brief description of the problem you are experiencing and be sure to include your name, username, and a number where you can be reached. A member of the Help Desk will respond to your message during the next regular business day. Thank you.

16 Discussion, Suggestions, Questions?