Post on 22-Dec-2015
Copyright• Copyright Alayna Wadleigh and Blaine Hensley 2008.
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Our Environment
• Phone, e-mail, chat, or walk in• Support personally owned machines• Access to experts in supported systems• Over 75,000 contacts in 2007• 35 student consultants• 8 full time shift leaders
Historical Services
• Call Center
• Chat
• Drop off repair service
• Walk-in repair service
Historical Drop Off Repair• File-by-file symptom
repair for viruses and spyware
• Repair time per machine high
• High liability• Professional staff
Our options
Take your pick but not your time.
• Close the drop off service
• Outsource to our Campus Computer Store
• Propose an alternative
Decision• Cost recovery• Standardize imaging
– Data backup
• Student run• Customer education
consultations
Limiting Liability in Drop Off
• Student employee access to student data limited
• Improve intake procedure
The Process
• Windows Deployment Services (WDS)
• Microsoft Deployment (MSD)– Formerly known as Business Desktop
Deployment (BDD)
Updates to Call Center• Increased technical
solutions• Remote Desktop
Software– Bomgar (bomgar.com)
• Same hands off approach
Staffing• 3 service points• Supervision across
locations• Internal chat system
– Jabber
• Hiring more staff
Reduced Liability
• No purchase of replacement parts
• Increased customer involvement
• Processes approved by ISO
Employee Satisfaction
• Increased opportunities for growth
• Empowered staff to provide feedback
• Path to full time positions
Alignment with University Core Values
• Learning• Discovery• Freedom• Leadership• Individual Opportunity• Responsibility
Questions?
Alayna Wadleigh(512) 475-9245
alayna@austin.utexas.edu
Blaine Hensley(512) 232-0962
bhensley@austin.utexas.edu