Division of Technology, Information and Learning Support CRICOS No.00213J Collaboration between Griffith and QUT to provide after hours service for staff and students Nightline

Division of Technology, Information and Learning Support CRICOS No.00213J Hours Hours covered were –6 am to 8 am and 9 pm to 1 am Monday to Friday only 6 am to 8 am located at Gardens Point 9 pm to 1 am located at Griffith

Division of Technology, Information and Learning Support CRICOS No.00213J Comparison of Services Griffith –One phone number –Call Centre already operated between 6 am and 10 pm –Full time person employed to cover 10 pm to 1 am shift (5 pm to 1 am) –Self changing password system QUT –Number of phone numbers redirected to Nightline Staff Helpdesk Student Helpdesk Carseldine Library Law Library Gardens Point Library Kelvin Grove Library OLT Support –Staff Helpdesk and OLT Support redirected to Student Computing Help desk at 6 pm –Casual Staff

Division of Technology, Information and Learning Support CRICOS No.00213J Changes in hours Hours of operation changed during the year Mid Year Break and Summer School –No 6 – 8 service –Evening service from 6 pm to 10 pm Changing the phone hours at QUT a major undertaking

Division of Technology, Information and Learning Support CRICOS No.00213J Nightline at QUT Duties were to test all services Answer nightline Answer and log all phone calls Service in isolation did not answer from existing helpdesks Staffing people with full time jobs found the hours difficult after a while

Division of Technology, Information and Learning Support CRICOS No.00213J Night Log [19/08/ :49PM] Other Resolved Staff - Checked to see if all was well with cue, due no call, all seems ok. [20/08/ :42AM] OOH Testing Resolved Staff - OOH test complete did not get out, but this might just be a delay [20/08/ :53AM] Other Resolved Staff - Very quiet night no calls [18/03/ :03PM] Other - Nguyen kindly advised that for some reason Staff Helpdesk ext not transferred to Nightline. [18/03/ :11PM] IT Resolved Student - Student - James having trouble attaching files using Webmail, guided him through - success. [18/03/ :11PM] Other Resolved Student - Student enquiring on Library openning hours during weekend at GP. [19/03/ :55AM] OOH Testing - OOH testing seems to be functioning ok. [19/03/ :56AM] Other - Have a great weekend everyone.

Division of Technology, Information and Learning Support CRICOS No.00213J Morning Log 20/10/ :56AM] OOH Testing Resolved Student - after hours support working [20/10/ :19AM] Passwords Resolved Student - Password has been UPDATED for:- [20/10/ :40AM] Other Resolved Staff - call from Nicky is working again! [20/10/ :58AM] Other Resolved Staff - call from person from HR Dept - they cannot access divisional share directory. I gave number for divisional CSO as there does not appear to be problem outside of HR. [06/10/ :25AM] OOH Testing Resolved Staff - Oops forgot to log this. Testing okay. [06/10/ :54AM] Other Resolved Staff - Quiet morning. no offical calls - Chris called about 6:30.

Division of Technology, Information and Learning Support CRICOS No.00213J Too much information [10/11/ :06AM] OOH Testing urgency: service: - All systems working [10/11/ :14AM] Lending Renewals Resolved Student urgency:4 service:2 - Student wanted books transferred from KG to GP for her to pick-up. I told her that the library will transfer the books to her home campus for collection when she puts a hold on them. (0:25) [10/11/ :41AM] IT Resolved Staff urgency:3 service:2 - Staff member was given advice by her CSO on connecting to servers from home, but wasn't told that she'd have to download the SAS program. I directed to her to the download site. (6:10) [10/11/ :42AM] IT Resolved Staff urgency:3 service:2 - Lisa had formatting display turned on in her and didn't know how to turn it off again. (2:15) [10/11/ :55AM] IT Referred Staff urgency:3 service:2 - ashk (Kylie Jean Ash) was getting a password error when attempting to log in to her pc on campus using QUTAD this morning. I couldn't reset her password as she doesn't have challenge response setup. I asked her to try another computer and call us back. (3:00) [10/11/ :56AM] IT Resolved Staff urgency:3 service:2 - Denise called (QUT SAS enquiry from earlier) and wasn't able to run her off-campus program successfully. She hadn't logged in to SAS, so I talked her through doing that. (2:15) [10/11/ :05AM] IT Referred Staff urgency:3 service:2 - Kylie called back. She was able to log in to her colleague's computer, but not her own. Reseating the LAN cable at the wall and PC didn't fix the problem either. Logged a job with Health. (3:50)

Division of Technology, Information and Learning Support CRICOS No.00213J Stats Library ResearchRenewalsPinOLTPasswordsPC LabsAVOther TotalsReferredResolvedStaffStudentResolution %IT 6:00 - 8: %2 9:00 - 1: %14

Division of Technology, Information and Learning Support CRICOS No.00213J Griffith University 2006JANFEBMARAPR 6-7am am pm pm am00125 TOTAL am am TOTAL JANFEBMARAPR 6-7am am pm pm am0005 TOTAL am am00012 TOTAL

Division of Technology, Information and Learning Support CRICOS No.00213J Queensland University of Technology 2006JANFEBMARAPR 6-7am am pm pm am0035 TOTAL am am TOTAL JANFEBMARAPR 6-7am am pm pm am0050 TOTAL am am TOTAL