CiCS Helpdesk for CiCS User Group June 2010
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CiCS Helpdesk for CiCS User Group June 2010

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CiCS Helpdesk for CiCS User Group June 2010 CiCS Helpdesk for CiCS User Group June 2010 Presentation Transcript

  • CiCS Helpdesk
    Jane Coles & Michael Walker
    CiCS User Group Meeting - June 2010
  • Who We Are
    20 Multi-skilled staff forming an expert Helpdesk
    Offering diverse IT Support to both Staff and Students
    Work closely with IT support staff within the Faculties
    CiCS User Group Meeting - June 2010
  • What We Do
    The Helpdesk is the single point of contact for CiCS Services:
    Customer Enquiries
    Service Requests
    Incidents Reporting
    Support to over 24,000 students & 6,000 Staff
    CiCS User Group Meeting - June 2010
  • Strive to resolve 80% of customer problems on first contact.
    Offer support on diverse IT issues – around 400 problem profiles within Supportworks.
    Continually updating CiCS web pages and knowledgebase with new information.
    CiCS User Group Meeting - June 2010
  • CiCS User Group Meeting - June 2010
  • CiCS User Group Meeting - June 2010
    Academic Year 2009-2010
  • Most Popular Queries
    • Registration and computer account queries
    • Filestore & Mailstore increases
    • Computer account queries (Expiry, Access, MUSE, Webmail)
    • UCard queries (Access, Library, Expiry, Renewal)
    • Software
    • Email ( Thunderbird, Outlook, Webmail)
    • Purchasing and Licensing (Microsoft, SPSS, etc)
    • Desktop Application Support
    • Connectivity, Viruses & Operating Systems
    • Network Connection (Wireless (Eduroam), VPN)
    • Infected Student Laptops
    • Damaged Operating Systems
    CiCS User Group Meeting - June 2010
  • Self Service & Knowledgebase
    Self Service
    Online support available to staff and students
    Log new and check progress of existing calls 24/7
    View Service Status updates
    Knowledgebase
    Provides instant answers to the most common queries
    Continually adding new articles
    Analysis of statistics defines which articles are needed
    CiCS User Group Meeting - June 2010
  • Visits to Self Service
    CiCS User Group Meeting - June 2010
  • Knowledgebase Article Views
    CiCS User Group Meeting June 2010
  • Remote Assistance
    New service designed to provide quicker and more focused support for software problems
    “Instant Chat” with our analysts
    Windows or Mac, anywhere in the world
    Currently available weekdays between 9am and 1pm
    CiCS User Group Meeting - June 2010
  • Demo
    CiCS User Group Meeting - June 2010
  • Future Developments
    Service Requests
    Increase filestore automatically
    Request software licenses
    Accounts for new starters
    Service Status Notifications
    Subscribe to services & receive relevant notifications via email
    Knowledgebase Expansion
    Library and Information Commons knowledgebase
    Technical knowledgebase for analysts
    CiCS User Group Meeting - June 2010