Presentation on theme: "1 TechTrain 2004 Adelaide University Help Desk : Looking from the Inside Out – The Help Desk Perspective. Greg Powell Greg"— Presentation transcript:
1 TechTrain 2004 Adelaide University Help Desk : Looking from the Inside Out – The Help Desk Perspective. Greg Powell Greg Powell(firstname.lastname@example.org)
2 Some brief personal history : Began work at University of Adelaide – March, 1975 Worked in Departments of Zoology, Physiology & ITS Training in chemistry, electronics, information technology, OH&S, SCUBA diving and in workshop fabrication and practices.
3 History In 2001 ITS undertook the process of centralisation of IT services. Previously, Departments utilised a general staff member as IT support or specifically employed an IT professional as part of their budgetary outlay. Multiple standards for operating systems and hardware. Security issues with system patches, OS setup and anti-virus installation/update.
4 Advantages to centralisation : Standard pool of hardware and operating systems such that common issues can be uniformly addressed (often with the help of a ZEN pushout e.g. Microsoft Windows vulnerability patches). A pool of dedicated IT personnel who can combine their diverse knowledge and systematically resolve issues. Economies of scale across the University with Help Desk tools and knowledge.
5 Desktop Systems University Standard Desktop (USD) for IBM PC & Mac –HP Desktop (selected models) –Minimum specs (PIII 600MHz, 256MB RAM, 8GB HDD) –Windows 2000 (NT being phased out ASAP), Mac OS 9 & 10.2 –Office 2000, Netscape 4.78 (email), WinZip, IE, SecureCRT, WS_FTP LE
6 Who do we support ? Faculty of Sciences, Humanities and Social Sciences, Health Sciences (nominated departments), School of Commerce, School of Law, School of Petroleum Engineering and Management, Barr Smith Library and all Administrative Divisions. External – USC, Bradford College & University Union. Campuses at North Terrace, Roseworthy and WAITE, RAH, QEH, Lyell McEwin Health Service, ReproMed (Fullarton), National Wine Centre. Student IT suites & facilities
7 Desktop Tools : Peregrine System ServiceCentre V5.1 call management system. Novell/Novell ZENworks : – Pushouts – Remote control (IBM PCs) & Macs – NWadmin – ConsoleOne Nagios: system and network monitoring application LDAP and Netscape Server Manager Host database
8 Desktop Management Services : Organisation Divided into five teams : – Red Onsite : Sciences and Health Sciences – Green Onsite : Humanities, Commerce, Law & Library – Blue Onsite : Administration, Union, SPEM, USC, Wine Centre, Unisure & Bradford College – WAITE Onsite – Roseworthy Onsite Assignee Owners for each team.
10 What we do : Hotdesk (phone calls) – offer solutions to queries, use remote control and fix issues where possible, log an Incident for the appropriate on-site group (Red, Green or Blue). Receive and act on FAXes and Help Desk emails. On Site – visit customer on-site and fix problem (incidents issued via Hotdesk logging). Hardware – organise with, or direct customer to, external service provider (Commander).
11 Escalation Process : On Site 1.On site Technician 2.Assignee Owner 3.Technical escalations 4.Coordinator Contact appropriate team (OS&S, TS, Networks)
12 Escalation Process : Hotdesk (phones) 1.Hotdesker 2.Technical escalations 3.Coordinator Contact appropriate team (OS&S, TS, Networks)
13 Problem Management Proactive Verification rather than solution Comes from Technical Escalations Emailed to DMS Suggestions list Creation of a Project
14 Most common problems : Non-standard hardware or software setup such that Remote Control cannot be utilised therefore requiring an on-site visit. No installed Novell client (or use of MS NW client) or installed Novell client is not up to minimum specification allowing automatic update/s. Area funding