ITC Help Desk Project Plan_0

8/12/2019 ITC Help Desk Project Plan_0

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Help Desk Strategic Plan

The motivation for an Help Desk is to deliver computer services for faculty/staff while

providing real-world training for students interested in becoming computer technicians.

Utilizing student help to augment the full-time staff also represents an attempt to deliver

timely and effective computer services in the current environment of limited resources.The creation and running of a Help Desk is a significant undertaking. esides the great

educational opportunity this could provide for students! there is considerable risk in failing

to provide computer services needed by the campus! since so many activities re"uire

computer usage. The following plan will outline the #oals and $trategic %b&ectives for

carrying out this endeavor.

Goals

'. To provide real-world e(perience for students interested in pursuing a career in

computer services. This includes the skills needed to handle all aspects of a computerservice call. )n addition! this e(perience can be e(tended to include participating in

the planning that goes into a successful service organization.

*. To provide timely computer services for the campus +Honolulu ,ommunity ,ollege.

. To build a help desk that has continual improvement built into its design.

. To build a knowledge base that helps to resolve computer problems more rapidly in

the future. To utilize this knowledge base to maintain continuity in service even as

students leave and are replaced. 0lso! to utilize this knowledge base to raise

computer maintenance skills throughout the campus.

1. To provide training for faculty/staff wishing to upgrade their computer maintenance

skills.

2. To provide a workspace that supports student group computer activities.

'


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Strategic Objectives

). 3rovide real-world e(perience for students in the following areas4

Technician 1 (A3)

0nswer ,all ,enter phone+s! entering re"uests into database

5onitor $tudent ,omputer 6ab! assisting with lab activities suchas printing! connecting to wireless network

)mage computers

)n-house Tech work 7 +what does this include8

Technician 2 (A4)

Updating knowledge base of problems and resolutions

9ield Tech work +making service calls

'st 6evel :etwork Troubleshooting

)nnovation/;esearch

0ll skills for Technician '

Technician 3 (A5)

Train and supervise Technician ' and Technician * workers

,reating/updating procedural manuals

0ll skills for Technician ' and Technician *

0. 3rovide training for students so that all students are can perform skill levels up toTechnician ' within a semester of starting work.

. 3rovide training so that at least 1< = of students can perform up to Technician *

skills.

,. 3rovide training so that at least *1 = of students can perform up to Technician

skills.

)). 3rovide timely and effective computer services.

0. ;espond to >< = of re"uests for service within * hours of the re"uest for

re"uests made during working hours.

. ;espond to '


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D. ;esolve >< = of software-related re"uests within working days for supported

software.

@. ;esolve '


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Implementation Items

)tem :o )tem Description $trat. %utcome

' Develop and deliver training in each of the skill areas )0

* Have Technician workers train Technician * and Technician '

workers

)0! )! ),

Develop and maintain protocols for handling service calls ))0! ))! )),

5ake weekly assessments of time needed to resolve software-related re"uests. 5ake ad&ustments if strategic ob&ectives arenot being met

))D! ))@

1 5ake weekly assessments of time needed to resolve hardware-related re"uests. 5ake ad&ustments if strategic ob&ectives arenot being met.

))9

2 Develop procedure for using H@;T system to record initial

re"uests for service! and resolution of problem. Utilize H@;Tdata to come up with publicly viewable records of performance.

)))0! )B0

C 9ind and/or design software that can automate +at leastpartially the process of making publicly viewable records

)))0

? 9ind and /or design software that can serve as a betterknowledge base than H@;T. This new software would be easierto search and possibly easier to use in automatically generatingreports and the publicly viewable records of performance

)))0! )B0! )B,

> Develop surveys that are used to assess Help Desk performanceon a semi-annual basis.

)))

'< ,onduct semi-annual surveys that assess Help Deskperformance

)))

'' ,reate written plans for improving all items that show up asunsatisfactory performance +. out of 1 or lower

)))

'* Develop mini-surveys that allow customers to assess "uality ofservice. 5ake sure that such mini-surveys are part of thestandard procedure of resolving problems.

)))0! ))),

' %n a monthly basis! document the 1 most commonly occurringproblems. This will include descriptions of the symptoms of the

problem as well as solutions to the problem +if resolved

)B

' )nitiate research that solves problems not resolved in )tem ' )B

'1 Develop list of skills needed to pass level ' certification forindividual computer administration. )n addition come up withlist of allowed activities for level ' certificate holders

B0

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'2 Develop list of skills needed to pass level * certification forindividuals administering department computers. ,ome upwith list of allowed activities for level * certificate holders.

B0

'C ,onduct training for item '2 B! B,

'? ,reate sign-up sheet for groups using computer lab group area.+5onitors will use this sign-up sheet to relocate students whoare using the group area when the area has been reserved. Thesign-up sheet will be used to keep track of the number of groupsessions

B)0! B)

'> 0ssess the number of groups using the computer lab group area.,ome up with different strategies/layouts if usage does not meetstrategic ob&ectives B)0 and B).

B)0! B)

*< %btain feedback from students using group areas on what canbe done to make group areas better

B)0! B)

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Documents

ITC Help Desk Project Plan_0