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Presentation given at CALI '08 at the University of Baltimore. Discusses how to manage a computer help desk and get the most out of limited resources while giving students, faculty and staff the best experience possible.
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Introductions
The Proactive Front-line Help DeskManagement & Multimedia
Wes ChristiansenStudent LAN Administrator & Help Desk Manager
Aaron HerdLibrary Systems Manager
3 Common Problems
• Wasted HR Potential– “I dunno”–Wasted Time• Experts at YouTube, Tetris. Not helpful to users.
• Help Desk Inaccessibility– No one there? Packed with people?
• Wasting time with recurring issues– Solving the same problem all day, every day?
3 Pronged Solution
I. Maximize HR PotentialII. Make the Help Desk accessibleIII. Help users help themselves
Solution I
Maximizing HRPotential
3 Pronged Solution• Foster Collaborative Environment!• Improve Job Description– Resume builder–Opportunity to learn– NOT a study job
• Delegate tasksExample:• Computer Lab Statistics
Solution II
Making the Help Desk Accessible
Making the Help Desk Accessible
Examples of problems:• The Help desk is empty. What now?• Users “just dealing with it” • Problematic “workaround solutions”
Making the Help Desk Accessible
Physical AccessibilityHelp desk placement• Put it in a common area• Make it obvious
Making the Help Desk Accessible
Virtual Accessibility• Free Tools!–Meebo– GrandCentral / Skype– VNC for Faculty/Staff/Public computers– Improve web presence
Making the Help Desk Accessible
• FREE!• Can be inserted into any webpage• Easy to use
www.meebo.com
Making the Help Desk Accessible
/• Easy to set up• Inexpensive ($100/year)• Staff are accessible even when away from desk
Making the Help Desk Accessible
Single phone number
GrandCentral
Help Desk- desk phone
Help Desk- Skype phone
Aaron’s office phone
Wes’s office phone
Making the Help Desk Accessible
VNC for Faculty/Staff/Public computers• Virtual Network Computing• Remote Assistance• Take control (with permission)• Facilitates Teaching
Solution III
Helping Users Help Themselves
• Example of recurring issue:– Replaced printers• 450 students: each needed printers reconfigured!
Helping Users Help Themselves
Helping Users Help ThemselvesCreate a Strong Web Presence
With Blogs and How-to guides• Blogs– SJQ HelpDesk Blog
• Searchable• Organized• Focused on frequently asked questions
– Knowing-Stuff.com• Easy to remember• Directed at lay user• Prevent issues through education
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Helping Users Help Themselves• Written How-tos– Extremely helpful– But sometimes:• Long• Easy to lose place• Confusing• Intimidating• Depression• Headaches• Promote violence
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Multimedia How-To Guides
Multimedia Guides• Use images!– Help users find what they’re looking for• Use screenshots of windows they will see• PCs: Print Screen or PrtSc key• Macs: Command + Shift + F4
• Video How-tos–Much less confusing– Appeal to visual learners– Can be paused, fast-forwarded and rewinded– Cheaper/Easier than you think
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Multimedia Guides
From http://www.law.utah.edu/helpdesk
Multimedia Guides
Video How-tos: CostMust haves:• Screen Capture Software: FREE - $20• Video Editing Software: $75 - $299• Recommended:• Microphone: FREE - $20• Format Converter: $20 - $40• Graphic Software: FREE - $90
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Multimedia Guides• Recording: Screen Capture Software– CamStudio - ( camstudio.org )• Records video of computer screen and audio live
• Editing: Sony Vegas Studio 8 Platinum– $75 on Amazon.com– Easy to learn
• Microphone– Built-in Mics are iffy– Decent headset mic: around $20
Multimedia Guides• How do I get it out? Put this later– Often needed to create Flash video (.flv)– “On2 Flix Standard”: $40– Youtube!
• Graphic Software– Older versions of Photoshop• May just be lying around• Find online for between $5 - $100
– Paint.NET• Free• Effective• www.getpaint.net
Multimedia Guides
VEG
Demo Time!
Wait, what?More information on how to make a
how-to video at:www.Knowing-Stuff.com
That Was Fast
Thank You
