UVU IT Help DeskPlanning, Budgeting, and

Accountability Cycle

2009-2010 Budget Conversations

HELP

DESK

Helpdesk

Technology Support Services

Office of Information Technology

Administration and External Affairs

Utah Valley University

HELP

DESK

Mission:

The Utah Valley University Helpdesk is dedicated to providing quality technical help to the UVU campus and community. The Help Desk is committed to meeting student, faculty, and staff technology needs in a professional and efficient manner, by having every computer and technology user fully functional as soon as possible.

HELP

DESK

Helpdesk Personnel – 17

7 Full-Time Employees

6 Part-Time Hourly Employees

2 Student Hourly Employees

2 Work Study Employee

This is 2 less PT Hourly phone techs, one less Work Study and one less Student hourly than 2008

HELP

DESK

Responsibilities

Helpdesk Phone/walk-in/chat/e-mail Support

Computer Hardware Support

Computer Software Support

Wireless Support

Tech Bench – Personal computer repair for a fee

2003 2004 2005 2006 2007 2008 20090

5000

10000

15000

20000

25000

30000

35000

40000

50406457

9120

14665 1566913832 13565

1115797

775

692

2088

2328

7570

2706

65273138

2873943 3203

5995

4375

4046

10172

6968

9863

19600

0 Undocumented

Greater than 24 hours

More than 1 hr less than 24 hr

Less than 1 hr

Helpdesk Help Request Volume

13236

17827

23205

25198

28563 27130

38963

HELP

DESK

Call Volume Facts

Total documented incidents increased 28% from 2008 to 2009

These numbers include chat, Walk-in, and Email help requests.

50% of the incidents were closed in one hour or less

78% of the incidents were closed in less than 24 hours

22% of the incidents took longer than 24 hours to resolve

Undocumented requests issue has been resolved

Oct 2008

Nov 2008

Dec 2008

Jan 2009

Feb 2009

Mar 2009

Apr 2009

May 2009

Jun 2009

Jul 2009

Aug 2009

Sep 2009

0

500

1000

1500

2000

2500

3000

3500

4000

2457

21131982

3132

2168 2066

24262206

1203974

11501391

78

92

60

148

2756

61

61

38

14

26

54

365340

253

412

218245

288

267

69

3032

35

AbandonedOverflowAnswered

87.7%

9.6% 2.7%

ACD Abandoned Rate

AnsweredAbandonedOverflow

9.6% of the calls to Helpdesk did not stay on the phone long enough to get help

2003 2004 2005 2006 2007 2008 20090

2000

4000

6000

8000

10000

12000

14000

16000

18000

876

2584

11004

16378

1183311434

14464

Student Help Requests

Help Desk Web Site

19,665 visi-tors in 2008-2009

2006 2007 2008 20090

200400600800

100012001400160018002000

99

991 946

1906

Chat Sessions

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k Pin

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are

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500100015002000250030003500400045005000

4478

2103 1984

1185953 881 866 724 696 630

Top 10 Subjects

Magic Help Subjects

Tech BenchPersonal Computer

RepairService for a Fee

This service started on August 20, 2009

25 computers have been in for repair

HELP

DESK

SELF SERVICE & KNOWLEDGE BASE 297 Incident were opened through the Self Service

Portal. (Oct 08 – Sep 09)

Knowledge Base Usage (Feb 09 – Sep 09)

665 Total Documents Created

4328 Documents Viewed

978 Documents Used

UVLINK DOWNLOAD CHANNEL

2174 Programs downloaded in the past 30 days.

Approx. 26,000 in the past year.

HELP

DESK

CUSTOMER SATISFACTION SURVEYS 465 surveys were filled out and returned by our

customers.

Average survey score being 8.16. (Scale = 1 to 10)

95% approval rating

HELP

DESK

COST PER CALL The Average Phone call to the Helpdesk is 3.5

minutes.

The cost to UVU for each phone call is $11.96.

The cost to UVU for each walk-up repair is $15.50.

HELP

DESK

BIGGEST CHALLENGES Ratio of computers to technicians for area

technicians

Call Center consolidation

Set up of Tech Bench

Addition of several buildings w/o technicians, LC, Alumni, Marketing, IA

Windows 7 Rollout Preparation

UVU tree Migration

Working with new tools for network

HELP

DESK

ADMIN

BOOKSTO

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BUSFAC GA

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0

200

400

600

800

1000

1200

14001274

579

473

400

388

359

218

218

213

207

191

165

154

13179

55 41 41 37

Employees per Magic Service Group

HELP

DESK

HELPDESK SUCCESSES Implementation of a knowledge base and Self

Service Portal

Call Center consolidation

Service Level Agreement created and posted

Creation of Technical Bench for Student repairs

Spider scans for PII completed

Migration to UVU tree underway

Student employees enter workforce with good knowledge of networking and desktops.

Automatic notifications and surveys being sent to customers with status of incident

HELP

DESK

Last Year PBA Initiatives 2008-2009

Additional Space request for room BA008

Call Center Furniture

Training Budget

Apple Authorized Training Center

HELP

DESK

Accountability for 2008-2009 PBA

Additional Space request for room BA008

This space was added with the Call Center Consolidation

Remodel is scheduled for Oct. 2009

Call Center Furniture

With the Call Center Consolidation new desks have been planned

A new work bench is ordered

This should be complete Nov 2009

HELP

DESK

Accountability continued

Apple Authorized Training Center

This initiative was in support of Community Education and Multi Media Education.

Grant Flygare is taking the Train the Trainer classes in November. Once he passes the exam, we can apply to be an Apple Authorized Training Center.

HELP

DESK

Requests for 2010 Budget Year

Area Technician for LC Building

Help Desk Infrastructure Budget

HELP

DESK

Strategic Direction

Planning

Budgeting Accountability Comments

Project Request Priority Cost Source Desired benchmark Current Status

A Desktop technician for the departments in the LC bldg

Approximately 300 computers in the LC building will have a technician located in that building to take care of the desktop and network needs of that area

Administrative Technician is maintaining this area as well as all Administrative and other Student Services areas. He has over 1200 computers under is responsibility

PBA Initiatives SummaryIT Helpdesk 2009-2010LC Area Technician

HELP

DESK

ADMIN

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0

200

400

600

800

1000

1200

14001274

579

473

400

388

359

218

218

213

207

191

165

154

131

7955 41 41 37

Employees per Magic Service Group

HELP

DESK

Strategic Direction

Planning

Budgeting Accountability Comments

Project Request Priority Cost Source Desired benchmark Current Status

Budget to purchase hardware, software and tools for the maintenance of campus computers

$5,000 Have funds to purchase the hardware, software, cables, and tools that we need to repair campus computers and have funds to train and certify technicians

This money is taken out of the Helpdesk current expense, leaving funds for training, and essentials short

PBA Initiatives SummaryIT Helpdesk 2009-2010Infrastructure Budget

Thank You

Questions?