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Focusing Information Technology Services on Students Wayne Hansen - University of New Brunswick - Saint John Campus.

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Presentation on theme: "Focusing Information Technology Services on Students Wayne Hansen - University of New Brunswick - Saint John Campus."— Presentation transcript:

1 Focusing Information Technology Services on Students Wayne Hansen - University of New Brunswick - Saint John Campus

2 The ABSTRACT The University Of New Brunswick in Saint John recently reorganized its Helpdesk function to focus more closely on its main user groups, including undergraduates, served by the new Student Technology Centre (STC), and faculty, staff, and graduate students, served by the new Professional Client Services Group. The session will describe the STC, which, with 2 fulltime staff and several student peer assistants, operates all student-facing IT services on this campus, from the new Learning Commons, to computing labs, to the STC itself. The mission of the STC is to ensure that undergrads are equipped with the technology and training needed to make their academic careers a success.The University Of New Brunswick in Saint John recently reorganized its Helpdesk function to focus more closely on its main user groups, including undergraduates, served by the new Student Technology Centre (STC), and faculty, staff, and graduate students, served by the new Professional Client Services Group. The session will describe the STC, which, with 2 fulltime staff and several student peer assistants, operates all student-facing IT services on this campus, from the new Learning Commons, to computing labs, to the STC itself. The mission of the STC is to ensure that undergrads are equipped with the technology and training needed to make their academic careers a success.

3 Summarize: what will we discuss The University Of New Brunswick: our customerThe University Of New Brunswick: our customer The traditional model we used to provide user servicesThe traditional model we used to provide user services Inherent issues, limitations and opportunities that led us to consider changeInherent issues, limitations and opportunities that led us to consider change Implementing a multi faceted approach: Student Technology Center, Learning Commons and Technology ManagementImplementing a multi faceted approach: Student Technology Center, Learning Commons and Technology Management Examine resultsExamine results

4 About ME Network Support Technician Community College System Network Support Technician Community College System Network Support IBM Global Services Network Support IBM Global Services UNB – 1998, 10 years many different rolesUNB – 1998, 10 years many different roles Network TechnicianNetwork Technician Network AnalystNetwork Analyst Helpdesk ManagerHelpdesk Manager Student Technology Center Manager (Current)Student Technology Center Manager (Current) Bachelor Of Arts – Information and Communication Studies Bachelor Of Arts – Information and Communication Studies

5 About UNBSJ Campus of the University of New BrunswickCampus of the University of New Brunswick 2800 Students2800 Students Very close ties to UNBF, maintains administrative systems – Data TelVery close ties to UNBF, maintains administrative systems – Data Tel UNBSJ provides file, , web, print services – things are changingUNBSJ provides file, , web, print services – things are changing High International student population – that is changingHigh International student population – that is changing Like many Universities – recruiting, retention issues existLike many Universities – recruiting, retention issues exist

6 The old model HelpDesk StaffingHelpDesk Staffing HD Staff: 3 Full time employees, Team of 10 StudentsHD Staff: 3 Full time employees, Team of 10 Students Tier 2 Support, 1-Hardware, 2-Software, 2-NetworkTier 2 Support, 1-Hardware, 2-Software, 2-Network Tier 2 support also not well definedTier 2 support also not well defined We tried to solve everything to everybody – no clear mandateWe tried to solve everything to everybody – no clear mandate Fix what we can – while routing work orders to 2 nd tier supportFix what we can – while routing work orders to 2 nd tier support Cenralized HelpDesk Phone/ /Walk -In StudentsFaculty/StaffUniversity GuestsAll Technology

7 Whats wrong with Our old model Conveniently located on the 3 rd floor, remote building, behind a closed door and gated window Conveniently located on the 3 rd floor, remote building, behind a closed door and gated window Very strong disconnect between what we felt our students needed and what we could provide. Very strong disconnect between what we felt our students needed and what we could provide. Our staff were frustrated from trying to be everything to everybody Our staff were frustrated from trying to be everything to everybody Faculty Staff often frustrated by having Student Consultants answering phone calls and with multiple contacts for sometimes perceived simple solutions Faculty Staff often frustrated by having Student Consultants answering phone calls and with multiple contacts for sometimes perceived simple solutions

8 The data for change Our data found that 90% of our student contact was from walk in clients rather than phone or requestsOur data found that 90% of our student contact was from walk in clients rather than phone or requests faculty staff requests were primarily phone and faculty staff requests were primarily phone and We were able to solve over 90% of student walk in requests on the spot – the support scope was very narrowWe were able to solve over 90% of student walk in requests on the spot – the support scope was very narrow faculty staff requests were almost never solved on first contactfaculty staff requests were almost never solved on first contact What could we do for students – mostly paswd, login, What could we do for students – mostly paswd, login,

9 How to change? Eliminate current Help Desk space and Help Desk model creating a Student Technology Center in a high traffic, high visibility area of the campusEliminate current Help Desk space and Help Desk model creating a Student Technology Center in a high traffic, high visibility area of the campus Create a new support model with no designated Help Desk and 2 separate support teams (PCS/STC) Create a new support model with no designated Help Desk and 2 separate support teams (PCS/STC) Dedicate Student Technology Center (STC) Staff specifically to Undergraduate Support. 2 FTEDedicate Student Technology Center (STC) Staff specifically to Undergraduate Support. 2 FTE Dedicate Professional Client Services (PCS) to Faculty, Staff and Graduate Student Support. 4 FTEDedicate Professional Client Services (PCS) to Faculty, Staff and Graduate Student Support. 4 FTE

10 Out with old hd Looking InLooking Out

11 In with the new stc Picture neededPicture needed

12 Learning commons

13 The Student technology center Not a Help Desk … although it performs Help Desk functionsNot a Help Desk … although it performs Help Desk functions Support ALL Student Facing TechnologiesSupport ALL Student Facing Technologies Support ServicesSupport Services Provide a walk in, face-to-face support service, in 2 distinct locations – STC and Learning CommonsProvide a walk in, face-to-face support service, in 2 distinct locations – STC and Learning Commons We still do the typical support but now expanded to include application support, wireless client configuration, colour printing, video editing etc We still do the typical support but now expanded to include application support, wireless client configuration, colour printing, video editing etc Introduce new technology iMac, Vista Introduce new technology iMac, Vista Photo ID cards Photo ID cards

14 Learning commons Support in the learning commons is typically provide by Student ConsultantsSupport in the learning commons is typically provide by Student Consultants Technology Center is in close proximity so users and support staff can move easily between the two locations – escalate issuesTechnology Center is in close proximity so users and support staff can move easily between the two locations – escalate issues The 2 locations allows a flexible schedule while maintaining high service levelThe 2 locations allows a flexible schedule while maintaining high service level

15 Face to face support Two Distinct Service Points Students come in to the Technology Center for One-on-One consultationStudents come in to the Technology Center for One-on-One consultation That same level of service is provided in the Learning CommonsThat same level of service is provided in the Learning Commons Service can often be provided by trained Student ConsultantsService can often be provided by trained Student Consultants

16 Technology management Move management from 2 nd Tier Software/Hardware support to STC StaffMove management from 2 nd Tier Software/Hardware support to STC Staff 6 Undergraduate computing labs – 150 PCs6 Undergraduate computing labs – 150 PCs Library Learning Commons – 24 PCsLibrary Learning Commons – 24 PCs Library Laptop Loaner Program – 80 LaptopsLibrary Laptop Loaner Program – 80 Laptops KIOSKs located throughout the campusKIOSKs located throughout the campus Consoles in Audio Visual equipped classroomsConsoles in Audio Visual equipped classrooms Manage all aspect of the technology.Manage all aspect of the technology. OrderingOrdering InstallingInstalling RepairingRepairing ImagingImaging

17 The students Students are not coming to us with technical or research skills so we are taking it upon ourselves to impart that knowledgeStudents are not coming to us with technical or research skills so we are taking it upon ourselves to impart that knowledge

18 new IT partnerships We have closely aligned with the UNBSJ Library to provide seamless service We have closely aligned with the UNBSJ Library to provide seamless service When the Learning Commons is open we have a support technician there When the Learning Commons is open we have a support technician there Librarians also hold office hours in the STC Librarians also hold office hours in the STC Through Technology Management STC staff maintain close contacts with faculties often staying ahead of the curve for what the students needs will be – this includes unique assignments specialized software etc STC staff maintain close contacts with faculties often staying ahead of the curve for what the students needs will be – this includes unique assignments specialized software etc

19 Student help Very dependent on student helpVery dependent on student help Try to hire in 1 st /2 nd year and keep students for 3-4 yearsTry to hire in 1 st /2 nd year and keep students for 3-4 years They are in communication with each otherThey are in communication with each other

20 The results The student IT experience has been made a priorityThe student IT experience has been made a priority Students now receive the help they need where and when they need itStudents now receive the help they need where and when they need it Even more difficult issues do not require a call back – we will sit with them until the issue is solvedEven more difficult issues do not require a call back – we will sit with them until the issue is solved Ownership of lab technology results in higher standards, higher expectations – for example redesign of lab imaging processOwnership of lab technology results in higher standards, higher expectations – for example redesign of lab imaging process

21 Are there challenges? YesYes – there are manymany ! NoNo questions are off limits – we try to answer anything – so staff are always on the spot StudentStudent expectations have been raised significantly SplittingSplitting time between client support and technology management – there are only 2 of us VeryVery dependent on competent Student Assistants while having a very small pool of students to choose from 1 st1 st Year students and mature students have adopted the new model but … NewNew location and service level attracts Faculty/Staff clients

22 discussion Questions, Comments and DiscussionQuestions, Comments and Discussion


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