1. Jason Moran Help Desk Coordinator

2. Who are we supporting? 800 Traditional Undergraduate Students 1100 Non-Traditional Students 300 Graduate Students 400 Adjunct Professors --- Faculty --- Part Time Staff --- Full Time Staff

3. Contact 46% of all support occurs face to face 3% of all support occurs by voice mail 27% of all support occurs through e-mail 24% of all support occurs by phone

4. Problems Concordia is a ThinkPad™ University with over 1200 laptops distributed to Traditional Undergraduates, Faculty, and Staff We have a central Help Desk which handles all Technology related issues –Audio Visual –Laptop –Desktop –Phone and Voicemail –WebCT –Web Related Issues –Administrative Software Issues

5. Problems Our Help Desk is staffed with one Full Time Coordinator and 12 part time student workers Help Desk Hours –7:15am – 11pm Monday – Thursday –7:15am – 5pm - Friday –8am – 5pm – Saturday –1pm – 11pm – Sunday The Help Desk is the answer station, if a problem is not solved at the Help Desk a Word Order is created in FootPrints and sent on to the appropriate service area

6. Escalation Problems are escalated to the following people –Telecom Coordinator –Help Desk Coordinator –Technical Repair Shop (TechShop) –WebCT Tier Two Support –Administrative Software Team –Audio Visual Specialist –Web Team –Network Services

7. Challenges and Solutions Challenges –Lack of technology major at Concordia –Not enough staff to meet demand –Work Order Tracking –On Site support nearly impossible –Expectation of one stop fixit shop Solutions –Student workers are hired as Customer Service Specialists –Double staffing, two computers, students bring laptops, two phone lines –Bringing in of new work order tracking software