1. E-mail: Torresj@ohiodominican.edu Twitter: @HelpdeskManagerTorresj@ohiodominican.edu 1

2. PLEASE CHECK YOUR EGO AT THE DOOR FOR THE NEXT HOUR 50,000 Students vs. 1,000 Students Centralized vs. Decentralized Single Campus vs. Multi-Campus 300 IT Staff Members vs. 5 IT Staff Members CIO vs. Director vs. Manager vs. Technician Service Desk vs. Help Desk vs. Learning Commons WE ALL PROVIDE A SERVICE AND WE SHOULD LEARN FROM EACH OTHER! 2

3. QUICK FACTS: OHIO DOMINICAN UNIVERSITY Location: Columbus, Ohio Enrollment: 3,097 (77% Undergraduate, 23% Graduate) Campus Locations: 3 Call Volume: 14,000 / per year “Student” Technical Assistants: 12 Full-Time IT Staff: 19 1 Location Supporting: Faculty, Staff, Students NOTE: YOU WILL NEED PEN AND PAPER SHORTLY 3

4. Quiz #1 - Customer Ratings What do your customers say about YOU? 4

5. Customer Ratings C- 2006 5

6. Customer Ratings January 2010 Courtesy A 95.9% Knowledge A 96.5% Timeliness A 95.3% Quality A 97.3% Overall A 95.9% 6

7. Customer Ratings “All of you do a WONDERFUL job! You are so appreciated! “ “Although my request was last minute the tech was efficient and very helpful. He explained everything in detail, so that I could easily understand it.” “I feel extraordinarily fortunate to have such great tech support available.” 7

8. Customer Ratings How did you do it? 8

9. Problem One 9

10. Problem Two Good Problem But, it happens TWICE every year! 10

11. Problem Three 11

12. The Transformation 2006 2007 2008 2009 12

13. The Transformation 13

14. Time To Re-Act 14

15. Quiz #2 – The Transformation Do you conduct exit interviews? 15

16. The Transformation Employment Statement Employee Handbook 40+ Pages 400+ Questions 16

17. Tips For Building A Guide One Document Sections – 1 hour Scavenger Hunts Make it self-sufficient Open Ended Questions Keep the questions general Notes Section Collaborate with your new employees 17

18. The Transformation – Training Tips Define expectations Gradual learning Be organized Develop a schedule and stick to it Checkpoints, Checkpoints, Checkpoints “Tell me and I'll forget; show me and I may remember; involve me and I'll understand.” 18

19. The Transformation Before Rating: C- Timeline: 16 Weeks Cost: $1,920 After Rating: A Timeline: 3 Weeks Cost: $240 13 x $1,920 = $24,960 13 x $240 = $3,120 19

20. Quiz #3 - Transformation Results A. Multiple the number of student employees by $1,920 B. Do you know how many donuts you can buy with $21,840? 20

21. The Transformation Once per semester Goal Setting Job Searching Resume Building Mock Interviews 21

22. Unexpected Results Zero Turnover Rate 100% of graduates placed in jobs within 60 days of graduation Customer Service: A Training program does all the recruiting! 22

23. Contact Information Juan Torres Torresj@ohiodominican.edu Twitter: @helpdeskmanager 23

24. Copyright Juan Torres 2010. This work is the intellectual property of the author. Permission is granted for this material to be shared for non- commercial, educational purposes, provided that this copyright statement appears on the reproduced materials and notice is given that the copying is by permission of the author. To disseminate otherwise or to republish requires written permission from the author. 24