Home  /  ASU brings Help Desk back to campus

ASU brings Help Deskback to campusASU decided to bring its outsourced Helpdesk back in-house tobetter control the quality of service of its agents, as well asreduce costs.

The ProblemASU recognized the need to provide a high quality, 24/7 tier 1 Helpdeskfunction in the late 2000s. Being unable to provide this in a cost effective andscalable manner, ASU outsourced the Helpdesk to a commercial partner.However, the quality and quantity of service being provided by the commericalpartner was not to a standard acceptable by ASU.

The SolutionThis project produced a better quality service experience for users calling theHelpdesk. Additionally, the project set the framework to produce enhancedmetrics on quantity and quality of service.

Principles & Key Insights(1) Using the ITSM tools and framework to capture IT related questions andissues, the UTO was able to further its initiative to implement ITSM. This allowsthe UTO and ASU to do better analysis on the services it is providing. (2) UsingSalesforce to capture student questions, ASU is able to share a common

The StoryThis project had multiple facets. The project manager, Chris Tyler, managed theimplementation of the facilities, the telephony tool selection, developing staffingmodel and hiring. The technology deployment, i.e, the integration with thetelephony and chat, the user web experience, the tool implementation, and theknowledge base implementations were handled by the groups that managedthe technology used to deliver that functionality. The main challenges in thisproject were: (1) Implementing 2 toolsets to provide the same functionality butfor different groups. (2) Understanding exactly what services the outsourcedhelpdesk provider managed for ASU (3) Ensuring that the idea of quality servicewas thought of in every aspect of the design and implementation of thehelpdesk.

platform between the Helpdesk and functional units. At the lowest level, it easilyallows routing of issues between the helpdesk and business units for fasterresolution. At a more strategic level, it provides visibility into a student'sinteraction with ASU as a whole. In addition, it allows ASU to better understandthe support requirements its offices are being asked to provide. (3) Byimplementing surveys on phone calls, Salesforce cases, and ITSM requests andincidents, the University is now able to capture a measure of the quality ofservice being provided, and is being held more accountable to its constituents.

In ClosingSome conclusions from this project have provided a way to allow Tier 1questions for business areas not serviced by the Helpdesk to be captured androuted efficiently. Addtionally, it has given visability into the needs, wants andexpectations students have when it comes to services at the univeristy.